Award

Contact Centre Management System

LEEDS FEDERATED HOUSING ASSOCIATION LTD

This public procurement record has 1 release in its history.

Award

05 Jan 2026 at 17:45

Award Notice
Summary of the contracting process

The procurement process under consideration involves the Leeds Federated Housing Association Ltd as the buying organisation, which has successfully concluded the tender stage to procure a Contact Centre Management System. This procurement is categorised under Telecommunications services and is expected to be implemented in Yorkshire and the Humber, United Kingdom. An award has already been made, with IP Exchange Limited as the supplier, following an open procedure. The contract, valued at £350,000, will start on 1st October 2025 and continue until 30th September 2032. The process focuses on providing a comprehensive communications platform for the Leeds Federated's Customer Service, Income, and Neighbourhood teams, supporting up to 50 concurrent users for both inbound and outbound communication.

This project presents notable opportunities for businesses specialising in telecommunications and customer management solutions. Companies with robust experience in developing and maintaining VOIP and mobile communication platforms would find this contract significantly beneficial for business growth. Additionally, the inclusion of statistical insights and operability through both desktop and mobile solutions suggests a need for innovative approaches to user-friendly system design, making this suitable for Small and Medium-sized Enterprises (SMEs) that are poised to deliver agile and customer-centric technological solutions.

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Notice Information

Notice Title

Contact Centre Management System

Notice Description

Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution.Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour.Further details are contained within the tender documents.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c3b09f40-b5b2-4505-9758-7baad889e68e
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award 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

64 - Postal and telecommunications services

CPV Codes

64200000 - Telecommunications services

Notice Value(s)

Tender Value
£350,000 £100K-£500K
Lots Value
Not specified
Awards Value
£350,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Jan 20261 months ago
Submission Deadline
22 Apr 2025Expired
Future Notice Date
Not specified
Award Date
30 Sep 20254 months ago
Contract Period
30 Sep 2025 - 30 Sep 2032 Over 5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LEEDS FEDERATED HOUSING ASSOCIATION LTD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LEEDS
Postcode
LS3 1HS
Post Town
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
TLE Yorkshire and The Humber
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Supplier Information

Number of Suppliers
1
Supplier Name

IP EXCHANGE

Further Information

Notice Documents

Notice URLs

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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