Tender

The Development of Options for a future Technology Stack for Housing Call Centre's

LONDON BOROUGH OF LAMBETH

This public procurement record has 2 releases in its history.

TenderAmendment

19 Apr 2023 at 15:25

Tender Notice
Tender

14 Apr 2023 at 14:04

Tender Notice
Summary of the contracting process

The London Borough of Lambeth, a public sector organisation in England, has initiated a tender titled "The Development of Options for a future Technology Stack for Housing Call Centre's" in the services category. The procurement stage is an open procedure (below the threshold) with the tender period ending on 28th April 2023. The contract period will run from 8th May 2023 to 31st December 2023. The tender aims to seek consultancy services to advise on an integrated product suite for a call centre, aligning with Lambeth's technology strategy and customer experience objectives.

This tender from the London Borough of Lambeth presents an opportunity for consultancy businesses specializing in business software, database, IT services, and consulting to engage in providing tailored technology solutions. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organisations that can offer expertise in contact center telephony, chat bots, CRM, AI, web chat, and other related tools are well-suited to compete. By submitting proposals aligned with Lambeth's objectives, businesses can potentially secure a contract to deliver optimal technology solutions for the borough's call centre operations.

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Notice Information

Notice Title

The Development of Options for a future Technology Stack for Housing Call Centre's

Notice Description

The London Borough of Lambeth published its Technology Strategy in 2020. The vision of the strategy is to deliver seamless technology and support that will increase workforce productivity and enhance the lives of Lambeth residents. Additionally, in June 2021 Lambeth launched its Customer Experience strategy with the vision We make access to all council services simple for all, ensure that we offer a quality customer-focused service end to end, and enable maximum self-service for those that can." 7. Specifically, the Customer Experience strategy aims to deliver on 4 strategic measurable objectives: * To deliver an improved and consistent customer experience. * Design our services in such a way that makes them easy to access * To invest in technology to enable us to deliver services in a way expectations. * Create the environment, facilities, and advocacy to support those who need it. Lambeth Council are seeking consultancy services that can provide 'product specialism' to advise on an integrated product suite that will provide the optimal technology to achieve the required outcomes for a best-in-class call centre. This is to include: 1: Options for a future state technology suite and analysis of best of class suppliers to ensure an integrated solution, with clear appraisal against our criteria, including a recommendation for the best fit for Lambeth. 2: The option analysis must provide sufficient detail for Lambeth to select a preferred technologies and author a business case. 3: An appraisal of all relevant technologies that could provide the required suite to achieve Lambeth's outcomes. Key deliverables of the engagement include but are not limited to and end product report detailing: * An options analysis for technologies and suppliers available that enable Lambeth's required objectives. At a minimum this should include Contact Centre Telephony, Chat Bots, Customer Portal, CRM, AI, Web Chat, Video Chat, Repairs diagnostics and Analytics and Reporting tools. * SWOT analysis or similar of each product * How the product will align with Lambeth's objectives * Any opportunities and details of potential return on investment * Any dependencies or risks * Indicative costs of each product (including implementation and ongoing costs) * A recommendation of the optimal product suite for Lambeth Proposal Submission Proposals should be submitted to the main contact on this Request for Quotations. Bidders are asked to Submit a Proposal consisting of a written response to the method statement key considerations attached and your completed Price Proposal. Your response to the Method Statement Questions must be kept to a maximum of 5 sides of A4 . A brief CV covering experience. A draft copy of the terms and conditions applicable for this contract is also attached for your information. Please refer to the Brief attached to ensure that all requirements are covered in your proposal.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8ed91fbf-ffb5-4804-835a-08dab0e807b2
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 (below threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48400000 - Business transaction and personal business software package

48600000 - Database and operating software package

48800000 - Information systems and servers

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
19 Apr 20232 years ago
Submission Deadline
28 Apr 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
7 May 2023 - 31 Dec 2023 6-12 months
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
LONDON BOROUGH OF LAMBETH
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW2 1NR
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
Not specified
Local Authority
Lambeth
Electoral Ward
Brixton Rush Common
Westminster Constituency
Clapham and Brixton Hill

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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