Planning

Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony

LEICESTER CITY COUNCIL

This public procurement record has 1 release in its history.

Planning

17 Jul 2024 at 12:31

Market Engagement Notice
Summary of the contracting process

The Leicester City Council is initiating a preliminary market engagement process for the procurement of an Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony solution. The procurement falls under the industry category of Software package and information systems. The engagement end date is set for July 31, 2024.

This tender opportunity presented by Leicester City Council is suitable for small and medium enterprises as well as voluntary, community, and social enterprise organisations. Businesses offering Contact Centre solutions, CRM systems, Web CMS platforms, and Telephony services are well-suited to compete in this market intelligence gathering process.

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Notice Information

Notice Title

Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony

Notice Description

Leicester City Council ("the Council") are commencing a formal process to obtain market intelligence on offerings in the market on both commercial off the shelf solutions as well as any build offerings in open source platforms, eg MS Power platform (or alternate) in relation to options around the replacement of predominantly the Contact Centre, ACD and telephony platforms, but also where there maybe synergies between open source platforms such as ID management, web CMS and/or CRM etc. We are keen in understanding and exploring all suggestions to what services could be offered to provide; * A full Omni Channel / Contact Centre solution with a secure customer portal with MFA authentication and CRM capability or with D365 Integration capabilities to manage Customer cases. This is currently provided by a combination of Granicus and Microsoft Dynamics 365 platforms. * A Web CMS platform that supports SSO and offers feedback capability. In addition, it should be able to manage our estate of microsites hosted on different domains/URLs. * ID Management: & Linking Other Data * Consider alternatives to Microsoft Teams telephony. Before commencing a formal tender process, we are keen to seek market information from organisations that may have an interest or expertise in this field. The information provided will be used to help inform and shape the requirements in our specification.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/430fc28d-5b75-44ac-864e-d1bbe27e5dde
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

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

Notice Dates

Publication Date
17 Jul 20241 years ago
Submission Deadline
Not specified
Future Notice Date
31 Jul 2024Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LEICESTER CITY COUNCIL
Contact Name
Rebecca Cowan
Contact Email
rebecca.cowan@leicester.gov.uk
Contact Phone
+44 1164541272

Buyer Location

Locality
LEICESTER
Postcode
LE1 1FZ
Post Town
Leicester
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF2 Leicestershire, Rutland and Northamptonshire
Small Region (ITL 3)
TLF21 Leicester
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Leicester
Electoral Ward
Castle
Westminster Constituency
Leicester South

Further Information

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. 

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