Award

CWC23106 - Omnichannel Solution

WOLVERHAMPTON CITY COUNCIL

This public procurement record has 1 release in its history.

Award

24 Apr 2024 at 13:25

Award Notice
Summary of the contracting process

The Wolverhampton City Council has awarded a contract for an Omnichannel Solution under the Crown Commercial Services Network Services 3 framework Lot 4c. The contract covers Telephone, Email, Text, Chatbot, Webchat, and Social media services for various Contact Centres within the city. The contract is valued at £2,476,924 and has an initial period of 3 years with extensions possible.

This tender presents an opportunity for businesses in the software and information systems industry to provide services related to Omnichannel solutions. Small and medium-sized enterprises (SMEs) and Voluntary, Community, and Social Enterprise (VCSE) organisations are well-suited to compete for this contract. The procurement process is currently in the award stage, and the contract period spans from 2024 to 2027, offering a stable revenue stream for the selected supplier.

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Notice Information

Notice Title

CWC23106 - Omnichannel Solution

Notice Description

Wolverhampton City Council are awarding a contract following a further competition for the provision of an Omnichannel solution using Crown Commercial Services Network Services 3 framework Lot 4c: Contact Centre Services. The Omnichannel solution includes Telephone, Email, Text, Chatbot, Webchat and Social media. Within the scope of the project are five separate Contact Centres covering, Wolverhampton City Council's Revenues and Benefits, Customer Services and the Social Care Team (a combination of Children's and Adults), Wolverhampton Homes and West Midlands Pension Fund. The contract has been awarded for an initial period of 3 years with an option to extend for 2 + 1 + 1 years.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/402cfb59-9f5b-4dfd-bf71-0327d387fe2b
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
SME, VCSE
Awardee Scale
Large

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
£2,476,924 £1M-£10M
Lots Value
Not specified
Awards Value
£2,476,924 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
24 Apr 20241 years ago
Submission Deadline
18 Oct 2023Expired
Future Notice Date
Not specified
Award Date
23 Jan 20242 years ago
Contract Period
28 Mar 2024 - 27 Mar 2027 2-3 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
WOLVERHAMPTON 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
WOLVERHAMPTON
Postcode
WV1 1RL
Post Town
Wolverhampton
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG39 Wolverhampton
Delivery Location
TLG West Midlands (England)
Local Authority
Wolverhampton
Electoral Ward
St Peters
Westminster Constituency
Wolverhampton West

Supplier Information

Number of Suppliers
1
Supplier Name

CHARTERHOUSE VOICE & DATA

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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