Notice Information
Notice Title
CWC22183 - Omnichannel
Notice Description
Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.
Lot Information
Lot 1
Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centred services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction - Chatbot. The solution must also include Webchat functionality - the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.
Renewal: The initial term will be for 3 years, with the option to extend for 4 years in the following periods 2+1+1 years.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03c6cc
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/015877-2023
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Goods
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
-
- CPV Codes
48500000 - Communication and multimedia software package
Notice Value(s)
- Tender Value
- £600,000 £500K-£1M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 5 Jun 20232 years ago
- Submission Deadline
- 8 Jun 2023Expired
- Future Notice Date
- Not specified
- Award Date
- 5 Jun 20232 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Cancelled
- Lots Status
- Cancelled
- Awards Status
- Unsuccessful
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- WOLVERHAMPTON CITY COUNCIL
- Contact Name
- Mr Barry Greenwood
- Contact Email
- barry.greenwood@wolverhampton.gov.uk
- Contact Phone
- +44 1902556556
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
- TLG39 Wolverhampton
-
- Local Authority
- Wolverhampton
- Electoral Ward
- St Peters
- Westminster Constituency
- Wolverhampton West
Further Information
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.
{
"tag": [
"compiled"
],
"id": "ocds-h6vhtk-03c6cc-2023-06-05T15:59:44+01:00",
"date": "2023-06-05T15:59:44+01:00",
"ocid": "ocds-h6vhtk-03c6cc",
"initiationType": "tender",
"tender": {
"id": "DN668946",
"legalBasis": {
"id": "32014L0024",
"scheme": "CELEX"
},
"title": "CWC22183 - Omnichannel",
"status": "cancelled",
"classification": {
"scheme": "CPV",
"id": "48500000",
"description": "Communication and multimedia software package"
},
"mainProcurementCategory": "goods",
"description": "Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.",
"value": {
"amount": 600000,
"currency": "GBP"
},
"lots": [
{
"id": "1",
"description": "Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centred services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction - Chatbot. The solution must also include Webchat functionality - the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.",
"awardCriteria": {
"criteria": [
{
"name": "Quality",
"type": "quality",
"description": "60%"
},
{
"type": "price",
"description": "40%"
}
]
},
"contractPeriod": {
"durationInDays": 1080
},
"hasRenewal": true,
"renewal": {
"description": "The initial term will be for 3 years, with the option to extend for 4 years in the following periods 2+1+1 years."
},
"submissionTerms": {
"variantPolicy": "notAllowed"
},
"hasOptions": false,
"status": "cancelled"
}
],
"items": [
{
"id": "1",
"deliveryAddresses": [
{
"region": "UKG39"
},
{
"region": "UKG39"
}
],
"relatedLot": "1"
}
],
"submissionMethod": [
"electronicSubmission"
],
"submissionMethodDetails": "http://www.wolverhamptontenders.com",
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure",
"coveredBy": [
"GPA"
],
"tenderPeriod": {
"endDate": "2023-06-08T12:00:00+01:00"
},
"submissionTerms": {
"languages": [
"en"
]
},
"awardPeriod": {
"startDate": "2023-06-08T12:00:00+01:00"
},
"bidOpening": {
"date": "2023-06-08T12:00:00+01:00"
},
"hasRecurrence": false
},
"parties": [
{
"id": "GB-FTS-1339",
"name": "Wolverhampton City Council",
"identifier": {
"legalName": "Wolverhampton City Council"
},
"address": {
"streetAddress": "Civic Centre, St Peters Square",
"locality": "Wolverhampton",
"region": "UKG39",
"postalCode": "WV1 1RL",
"countryName": "United Kingdom"
},
"contactPoint": {
"name": "Mr Barry Greenwood",
"telephone": "+44 1902556556",
"email": "barry.greenwood@wolverhampton.gov.uk",
"url": "http://www.wolverhamptontenders.com"
},
"roles": [
"buyer"
],
"details": {
"url": "http://www.wolverhampton.gov.uk",
"buyerProfile": "http://www.wolverhampton.gov.uk",
"classifications": [
{
"scheme": "TED_CA_TYPE",
"id": "REGIONAL_AUTHORITY",
"description": "Regional or local authority"
},
{
"scheme": "COFOG",
"id": "01",
"description": "General public services"
}
]
}
},
{
"id": "GB-FTS-5858",
"name": "Wolverhampton City Council",
"identifier": {
"legalName": "Wolverhampton City Council"
},
"address": {
"locality": "Wolverhampton",
"countryName": "United Kingdom"
},
"roles": [
"reviewBody"
]
}
],
"buyer": {
"id": "GB-FTS-1339",
"name": "Wolverhampton City Council"
},
"language": "en",
"awards": [
{
"id": "015877-2023-CWC22183-1",
"relatedLots": [
"1"
],
"title": "CWC22183 - Omnichannel",
"status": "unsuccessful",
"statusDetails": "discontinued"
}
]
}