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Telephony services

Norfolk County Council

This public procurement record has 1 release in its history.

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28 Aug 2026 at 08:23

Award Notice
Summary of the contracting process

Norfolk County Council procured telecommunications services for its telephony estate across the East of England. The requirement covered Microsoft Teams Direct Routing, or an equivalent connectivity service, across two tenants. It included SIP trunking, porting and management of direct-dial and non-geographic numbers, and delivery of numbers into the council’s existing contact centre platform. The service also required advanced call management and routing through a secure customer portal, administration of number ranges, Teams analytics, compliance recording, and tools for administering and provisioning Teams users and direct-dial numbers. This is a specialist managed communications service for a public-sector organisation, involving integration with Microsoft Teams and an established contact-centre environment.

The procurement is complete and was awarded on 25 August 2026 to Trustmarque Solutions Limited. The award and contract value is £255,603.92. The contract runs from 1 October 2026 to 30 September 2028, covering an initial two-year period, with an option to extend by a further three years, giving a potential total term of five years. It was conducted as a selective procedure and awarded as a call-off from a framework agreement. The tender submission deadline was 8 July 2026 at 11:00. The award is active. The arrangement may be transferred or assigned to successor authorities or related public bodies if local-government reorganisation in Norfolk changes the council’s responsibilities.

This requirement indicates demand from Norfolk’s public sector for an integrated telephony and unified-communications provider rather than a basic telephone supplier. A credible competitor would need proven Microsoft Teams Direct Routing or equivalent capability, SIP trunking, number porting and management, including non-geographic and direct-dial ranges. Experience integrating telephony with an existing contact-centre platform would be important, alongside secure customer-portal administration, automated provisioning for Teams users, call routing, analytics and compliance recording. The successful supplier would also need the operational capacity to manage a council-wide service and support complex numbering and communications requirements. The procurement was assessed as unsuitable for SMEs and voluntary, community or social enterprises, indicating a requirement of significant scale and organisational capability.

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Notice Information

Notice Title

Telephony services

Notice Description

Norfolk County Council was seeking a telephony provider to deliver Microsoft Teams Direct Routing (or equivalent) connectivity across two tenants, including SIP trunking, DDI number porting and management, and support for non-geographic numbers and number delivery into our existing contact centre platform. This will include advanced call management and routing via a secure customer portal, including management of non-geographic and DDI ranges, along with Teams analytics and compliance recording capabilities. Additionally, the service will include administration and provisioning tools for Teams users and DDI numbers.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c901239e-bfc9-4aad-b30a-d0fe5cc5209b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e5aaa8d6-6bec-40ec-9c43-eeeb9f623011
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
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64200000 - Telecommunications services

Notice Value(s)

Tender Value
£255,603 £100K-£500K
Lots Value
Not specified
Awards Value
£255,603 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
25 Aug 20263 weeks ago
Contract Period
1 Oct 2026 - 30 Sep 2028 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
Norfolk County 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
NORWICH
Postcode
NR1 2DH
Postcode Area
Norwich
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH5 Norfolk
Small Region (ITL 3)
TLH51 Norwich and East Norfolk
Delivery Location
Not specified
Local Authority
Norwich
Electoral Ward
Lakenham
Westminster Constituency
Norwich South

Supplier Information

Number of Suppliers
1
Supplier Name

Trustmarque Solutions Ltd

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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