Notice Information
Notice Title
QU027 - Provision of Contact Centre specialist skills, experience and knowledge to review the current service provided by satellite contact centres. - AWARD
Notice Description
The Council is seeking the support of an experienced partner who can provide and deliver specialist advice and detailed practical experience of integrating existing contact centres into a single structure to ensure it is fit for purpose, delivers value for money and offers a quality service to the citizens of Birmingham. The key objectives of this contract are: * To review existing content, processes and procedures in disparate satellite Contact Centres and develop an effective transition strategy that will successfully transition the satellite contact centres to the central contact centre with minimum disruption to citizens. To achieve these objectives, the provider will manage the transition of services including: * Successful transfer of 2 satellite contact centres into the corporate contact centre * Expert project management leading on governance, planning, tracking, reporting and senior stakeholder engagement * Design changes to organisation structures and operating models * As-Is and To-Be process mapping including handoffs * Assess knowledge management requirements and implement a solution using existing tools * Support and advise on the design of new training material * Support the consultation and communications requirements of the projects * Identify and draw up SLA requirements BCC will be using its e-tendering system (in-tend) for the administration of this tender process and providers must register with the system to be able to express an interest and download details. The web address is: https://in-tendhost.co.uk/birminghamcc/aspx/Home Registration and use of in-tend is free. All correspondence for this procurement process must be via the in-tend correspondence function. If you are unable to register with in-tend please either email us at cps@birmingham.gov.uk or call 0121 464 8000. Your completed tender submission should be returned by 12:00 noon on Tuesday 10th May 2016 using the Supplier Portal.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/7a2598b4-0499-4768-a9d2-e8cc21af4582
- 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
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
71 - Architectural, construction, engineering and inspection services
72 - IT services: consulting, software development, Internet and support
75 - Administration, defence and social security services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48331000 - Project management software package
48333000 - Contact management software package
48445000 - Customer Relation Management software package
48781000 - System management software package
71242000 - Project and design preparation, estimation of costs
72212331 - Project management software development services
72212333 - Contact management software development services
72224000 - Project management consultancy services
75112100 - Administrative development project services
79342300 - Customer services
79400000 - Business and management consultancy and related services
79410000 - Business and management consultancy services
79415000 - Production management consultancy services
79512000 - Call centre
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 18 Nov 20169 years ago
- Submission Deadline
- 10 May 2016Expired
- Future Notice Date
- Not specified
- Award Date
- 2 Jun 20169 years ago
- Contract Period
- 31 May 2016 - 31 Dec 2016 6-12 months
- 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
- BIRMINGHAM CITY 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
- WEST MIDLANDS
- Postcode
- B4 7WB
- Post Town
- Birmingham
- Country
- England
-
- Major Region (ITL 1)
- TLG West Midlands (England)
- Basic Region (ITL 2)
- TLG3 West Midlands
- Small Region (ITL 3)
- TLG31 Birmingham
- Delivery Location
- TLG West Midlands (England)
-
- Local Authority
- Birmingham
- Electoral Ward
- Newtown
- Westminster Constituency
- Birmingham Ladywood
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/7a2598b4-0499-4768-a9d2-e8cc21af4582
3rd June 2016 - Awarded contract notice on Contracts Finder
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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