Award

CP1436-17A Call Centre Services

DEVON COUNTY COUNCIL

This public procurement record has 2 releases in its history.

AwardUpdate

10 Aug 2017 at 12:21

Award Notice
Tender

02 May 2017 at 09:13

Tender Notice
Summary of the contracting process

The procurement process titled "CP1436-17A Call Centre Services" was initiated by Devon County Council (DCC) to acquire a highly configurable contact centre technology solution. This procurement falls under the services category, specifically aimed at the call centre industry. Located at County Hall, Topsham Road, Exeter, the buying organisation is looking for solutions that integrate with their existing systems and offer advanced services like voicemail and speech recognition. The tender period concluded on 2nd June 2017, and the anticipated contract value ranges between £600,000 and £800,000 over ten years.

This tender presents an excellent opportunity for businesses specialising in call centre technology and solutions. Companies offering systems that enhance communication infrastructure, particularly those with capabilities in cloud services and intelligent call routing, would be well-suited to compete. As DCC strives to adapt to evolving business requirements, firms that can provide flexible, innovative solutions are likely to find significant growth potential within this contract scope.

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Notice Information

Notice Title

CP1436-17A Call Centre Services

Notice Description

Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve. The solution should also provide Voicemail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name. The expected total contract value is between PS600,000 and PS800,000 this is based on (10) ten year period. Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network. The network hosts about 7,000 extensions, spread across approximately 40 sites. Most extensions have an associated DDI number for incoming calls. DCC has moved to a more flexible method of working and uses a speech recognition directory to send calls to the users' nominated device, whether this is a desk extension, mobile, home line or a handset in a partner's location. This is provided by a dual node Netcall Liberty platform. This platform also provides our voicemail service and some IVR and auto attendant services for some of the smaller contact routes into the authority. DCC also operates a 60 seat contact centre, based in Tiverton which deals with the majority of incoming calls from the public for Council services. This includes, but is not limited to; Devon Highways, Adult and Children's Social Care, Registrars and General Enquiries. This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/138118ac-b344-45ea-8e2e-1c825bc98d57
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£800,000 £500K-£1M
Lots Value
Not specified
Awards Value
£1,000,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
10 Aug 20178 years ago
Submission Deadline
2 Jun 2017Expired
Future Notice Date
Not specified
Award Date
7 Aug 20178 years ago
Contract Period
31 Aug 2017 - 1 Sep 2020 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
DEVON COUNTY COUNCIL
Contact Name
Gavin Punchard
Contact Email
gavin.punchard@devon.gov.uk
Contact Phone
+44 1392383000

Buyer Location

Locality
EXETER
Postcode
EX2 4QD
Post Town
Exeter
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK4 Devon
Small Region (ITL 3)
TLK43 Devon CC
Delivery Location
TLK South West (England)
Local Authority
Exeter
Electoral Ward
Newtown and St Leonard's
Westminster Constituency
Exeter

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL TELECOM

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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