Tender

CWC22183 - Omnichannel

WOLVERHAMPTON CITY COUNCIL

This public procurement record has 1 release in its history.

Tender

05 May 2023 at 14:28

Tender Notice
Summary of the contracting process

The Wolverhampton City Council is inviting tenders for an Omnichannel solution to improve customer service delivery across various departments. The solution requires integration with Microsoft Dynamics 365 and entails providing round-the-clock assistance through Chatbot and Webchat functionalities. The procurement process is currently at the planning stage, with a tender period ending on 8th June 2023. The contract is set to commence on 7th August 2023 and extend till 6th August 2026. The opportunity falls under the communication and multimedia software package category and is suited for SMEs and VCSEs.

This tender by Wolverhampton City Council presents a significant business opportunity for companies offering communication and multimedia software solutions. Businesses specialised in technology services, particularly in customer experience and AI solutions, are well-positioned to compete for this contract. The project aims to enhance the digital services provided by the Council, fostering a shift towards more efficient customer interactions and facilitating resource allocation based on specific customer needs.

Find more tenders on our Open Data Platform.
How relevant is this notice?

Notice Information

Notice Title

CWC22183 - Omnichannel

Notice Description

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs. The procurement documents are available at www.wolverhamptontenders.com

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/da9e6816-d6d6-4052-a020-444d3b2992ce
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, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48500000 - Communication and multimedia software package

Notice Value(s)

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

Notice Dates

Publication Date
5 May 20233 years ago
Submission Deadline
8 Jun 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
6 Aug 2023 - 6 Aug 2026 3-4 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
WOLVERHAMPTON CITY COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
WOLVERHAMPTON
Postcode
WV1 1RL
Post Town
Wolverhampton
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG39 Wolverhampton
Delivery Location
TLG West Midlands (England)
Local Authority
Wolverhampton
Electoral Ward
St Peters
Westminster Constituency
Wolverhampton West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497-2023-05-05T15:28:04+01:00",
    "date": "2023-05-05T15:28:04+01:00",
    "ocid": "ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "WOLVCITY001-DN668946-69417084",
        "title": "CWC22183 - Omnichannel",
        "description": "Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs. The procurement documents are available at www.wolverhamptontenders.com",
        "datePublished": "2023-05-05T15:28:04+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "48500000",
            "description": "Communication and multimedia software package"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "West Midlands",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "tenderPeriod": {
            "endDate": "2023-06-08T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2023-08-07T00:00:00+01:00",
            "endDate": "2026-08-06T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/da9e6816-d6d6-4052-a020-444d3b2992ce",
                "datePublished": "2023-05-05T15:28:04+01:00",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-50894",
            "name": "Wolverhampton City Council",
            "identifier": {
                "legalName": "Wolverhampton City Council"
            },
            "address": {
                "streetAddress": "Civic Centre, St Peters Square",
                "locality": "Wolverhampton",
                "postalCode": "WV1 1RL",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Barry Greenwood",
                "email": "barry.greenwood@wolverhampton.gov.uk"
            },
            "details": {
                "url": "http://www.wolverhampton.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-50894",
        "name": "Wolverhampton City Council"
    }
}