Tender

Cambridge City Council - IVR Service

CAMBRIDGESHIRE DISTRICT COUNCILS

This public procurement record has 1 release in its history.

Tender

13 Sep 2019 at 11:46

Tender Notice
Summary of the contracting process

Cambridge City Council is currently in the tender stage for their IVR Service project, which seeks suppliers to provide a 24/7 Interactive Voice Response (IVR) service for various customer services including revenue services, housing benefit, and environmental services. This procurement is classified under "Telephone and data transmission services" and has a tender period ending on 27 September 2019, with the contract commencing on 28 September 2019 and concluding on 5 October 2019. The project is located in the East of England, United Kingdom, and aims to ensure service efficiency and customer satisfaction through modern communication solutions.

This tender presents an excellent opportunity for businesses specialising in telecommunications, software development, and customer service solutions to expand their operations. Companies that can demonstrate experience with local authorities and possess the capability to deliver high uptime and quick resolution times would be particularly well-suited to compete. Small and medium enterprises (SMEs) are encouraged to apply, especially those capable of providing customised scripts and robust data management features, as successful bids can foster long-term partnerships with local government bodies.

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Notice Information

Notice Title

Cambridge City Council - IVR Service

Notice Description

Cambridge City Council is looking to receive expressions of interest in providing a 24/7 IVR service to it's Customer Services department for the following services: * Revenue Services * Housing Benefit * Council Tax Reduction * Environmental Services * Waste and Street services * City Centre management * Planning The supplier should be able to provide outline scripts for customisation by Cambridge City Council for these services. The IVR service should be able to collect data from customers using speech recognition and email this in real time to the customer. It should also be able to text web-links to customers mobiles when requested. The IVR system should be able to be modified on a scheduled as well as an ad hoc basis. Adhoc changes should be completed within 5 working days. The supplier should be able to guarantee 99+% uptime and a resolution time of less than 4 hours for priority issues. The suppliers system should be able to manage in excess of 90,000 calls per annum and be able to deliver a seem less service to the customers of Cambridge city Council specifically: Customers should be able to easily navigate through the IVR The transfer of calls back to Customer Services Caller ID of customer numbers is retained. Cambridge City Council should be able to receive automated reports on usage as well as be able to create customised reports on the following metrics - this is not an exhaustive list: * Call volumes * Call durations * Call volumes by service/line * Number of data collections * Number of web link texts Please provide examples of where this service has been delivered with other local authorities. Please can you confirm you are able to deliver the above service as at a minimum.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/aea0b6bc-f356-4f40-a84e-b9d012107c50
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not applicable
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64210000 - Telephone and data transmission services

Notice Value(s)

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

Notice Dates

Publication Date
13 Sep 20196 years ago
Submission Deadline
27 Sep 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
27 Sep 2019 - 5 Oct 2019 30 days
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
CAMBRIDGESHIRE DISTRICT COUNCILS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CAMBRIDGE
Postcode
CB2 3QJ
Post Town
Cambridge
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH4 Cambridgeshire and Peterborough
Small Region (ITL 3)
TLH42 Cambridgeshire CC
Delivery Location
Not specified
Local Authority
Cambridge
Electoral Ward
Market
Westminster Constituency
Cambridge

Further Information

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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