Award

24/015 Customer Contact Solution - AWARD

TAMWORTH BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Award

09 Jun 2025 at 13:45

Award Notice
Summary of the contracting process

Tamworth Borough Council has completed the procurement process for its "24/015 Customer Contact Solution" project, aimed at revolutionising digital customer contact management. This procurement, classified under software package and information systems (CPV code: 48000000), is located in Tamworth, West Midlands, United Kingdom. It involved an open procedure reaching its award stage as of 9th June 2025. The awarded contract commenced on 29th May 2025 and is set to conclude by 28th May 2028. Netcall Technology Limited was identified as the supplier following this procurement process that concluded the tender period on 24th January 2025.

This tender represents a significant opportunity for businesses specialising in cloud-based solutions, CRM systems, and workflow management technologies. Small and medium-sized enterprises (SMEs) stand to benefit, particularly those with expertise in AI and robotic process automation (RPA) integration. Tamworth Borough Council seeks to transform customer service operations with scalable, cost-effective solutions, offering growth prospects for firms that can enhance customer engagement and automate routine tasks while providing intelligent insights. The focus on integrating the latest technological advancements makes this contract a lucrative venture for innovative tech firms looking to leverage their capabilities in public sector engagements.

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Notice Information

Notice Title

24/015 Customer Contact Solution - AWARD

Notice Description

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a97f7836-3e2a-4a70-9383-465a57819fec
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/b6e74a68-94ea-497a-8827-787edf4b4000
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
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
9 Jun 20258 months ago
Submission Deadline
24 Jan 2025Expired
Future Notice Date
Not specified
Award Date
25 Mar 202511 months ago
Contract Period
28 May 2025 - 28 May 2028 3-4 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
TAMWORTH BOROUGH 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
STAFFS
Postcode
B79 7BZ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG2 Shropshire and Staffordshire
Small Region (ITL 3)
TLG24 Staffordshire CC
Delivery Location
TLG West Midlands (England)
Local Authority
Tamworth
Electoral Ward
Castle
Westminster Constituency
Tamworth

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL TECHNOLOGY

Further Information

Notice Documents

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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