Tender

GB-Newcastle upon Tyne: T21/0024 Contact Centre

NORTHUMBRIA UNIVERSITY AT NEWCASTLE

This public procurement record has 2 releases in its history.

TenderAmendment

06 Jan 2022 at 21:35

Tender Notice
Tender

06 Jan 2022 at 21:10

Tender Notice
Summary of the contracting process

Northumbria University at Newcastle is seeking to enhance its customer service model through the procurement of a Contact Centre as a Service (CCaaS) with the tender titled "GB-Newcastle upon Tyne: T21/0024 Contact Centre." This tender falls under the telecommunications industry category and will be located in Newcastle upon Tyne, UK. The procurement method is an open procedure, with a tender period set to close on 31 January 2022. The estimated contract value is between £500,000 and £1,000,000, and the contract itself is expected to start on 1 May 2022 and run until 31 May 2027.

This tender presents significant opportunities for small and medium enterprises (SMEs) that specialise in telecommunications systems, communications infrastructure, or communication software. Companies that can provide innovative solutions for multi-channel communication and improve customer interaction are well-suited to compete for this contract. The emphasis on enhancing customer experience through efficient and joined-up communication makes this a key opportunity for firms looking to expand their footprint in the public sector.

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Notice Information

Notice Title

GB-Newcastle upon Tyne: T21/0024 Contact Centre

Notice Description

NOTE: This notice was updated on 06 January 2022 for the following reason: This is a correction of the closure date.(The University is looking to implement a Contact Centre as a Service (CCaaS) to enable improved multi-channel inbound and outbound contact between the University (including our partner organisation staff) and its external customers within the UK and internationally. The aim of the CCaaS is to enhance our customer service model by improving the customer experience through more relevant, efficient and joined up, inbound and outbound communication. This practice this needs to cover at a minimum: *Having systems and data available that enable us to anticipate customer requirements, needs and levels of demand via a reporting dashboard. *Making it easier for new and existing customers to be able to find what they need via self-service options. *Making it easier for new and existing customers to get in touch with us, through multiple channels. *Enabling us to efficiently route new and existing customers to the people/resources/support they need or want. *Enabling us to respond to new and existing customers in a quickly and efficiently, enhancing their experience throughout the process.) Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f733cbe7-9b38-4971-b16c-1649d879ab7b
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

64 - Postal and telecommunications services

CPV Codes

32412000 - Communications network

32412100 - Telecommunications network

32524000 - Telecommunications system

32571000 - Communications infrastructure

48500000 - Communication and multimedia software package

48510000 - Communication software package

48511000 - Desktop communications software package

64227000 - Integrated telecommunications services

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
6 Jan 20224 years ago
Submission Deadline
31 Jan 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Apr 2022 - 31 May 2027 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIA UNIVERSITY AT NEWCASTLE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NEWCASTLE UPON TYNE
Postcode
NE1 8ST
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
TLC North East (England)
Local Authority
Newcastle upon Tyne
Electoral Ward
Monument
Westminster Constituency
Newcastle upon Tyne Central and West

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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