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Contact Centre and CRM Enablement

South Tyneside Council

This public procurement record has 1 release in its history.

Award

04 Nov 2026 at 19:38

Award Notice
Summary of the contracting process

South Tyneside Council procured contact centre and customer relationship management (CRM) enablement services. The work covers contact centre delivery, including automation, self-service and improvements to the contact model, for the council in South Shields.

The procurement is complete and was awarded to PricewaterhouseCoopers LLP. The council used a selective call-off from the G Cloud 14 framework. The award date was 10 September 2026, and the contract runs from 10 September to 2 October 2026. The awarded value is £55,000. The stated submission deadline was 9 September 2026. The published information does not describe the evaluation criteria.

For a future requirement of this kind, credible suppliers would need to deliver contact centre services and demonstrate capability in automation, self-service and improving contact models. This award shows the council used a framework call-off for a short, focused piece of work. Small and medium-sized enterprises and voluntary, community and social enterprises were considered suitable for the procurement.

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Notice Information

Notice Title

Contact Centre and CRM Enablement

Notice Description

Contact centre delivery services - automation, self-service and contact model improvement Additional information: Call off from G Cloud 14

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9b32358e-2f8e-4fb6-ad3c-e7fc3ba3c275
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

Tender Value
£55,000 Under £100K
Lots Value
Not specified
Awards Value
£55,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
4 Nov 2026Today
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
10 Sep 20261 months ago
Contract Period
10 Sep 2026 - 2 Oct 2026 30 days
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
South Tyneside 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
SOUTH SHIELDS
Postcode
NE33 2RL
Postcode Area
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
Not specified
Local Authority
South Tyneside
Electoral Ward
Beacon and Bents
Westminster Constituency
South Shields

Supplier Information

Number of Suppliers
1
Supplier Name

PricewaterhouseCoopers LLP

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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