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TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES

Dundee City Council

This public procurement record has 6 releases in its history.

Award

09 Jul 2025 at 11:05

Award Notice
TenderUpdate

09 Feb 2024 at 15:12

Tender Notice
TenderUpdate

26 Jan 2024 at 17:05

Tender Notice
TenderUpdate

15 Jan 2024 at 16:51

Tender Notice
TenderUpdate

15 Dec 2023 at 10:20

Tender Notice
Tender

27 Nov 2023 at 12:49

Tender Notice
Summary of the contracting process

Dundee City Council has awarded a contract for the implementation of Omnichannel services, classified under information technology services, in the region of Dundee City, UK, identified as UKM71. This procurement process, which employed an open procedure, has reached the award stage, with Digital Modus Ltd as the successful supplier. The contract is valued at £142,664 and was signed on 7th May 2024, with an option to extend for a further two years. Originally initiated by Dundee City Council, this project was focused on enhancing customer service processes through automated chatbot and webchat facilities, and conversational automated intelligence to manage enquiries efficiently.

This tender presents substantial opportunities for businesses in the field of information technology, particularly those specialising in automation and customer interaction solutions. Small and medium-sized enterprises (SMEs) with expertise in chatbots, webchat systems, and AI-driven customer service platforms could significantly benefit from engaging in similar contracts to develop and deploy tailored solutions that meet public sector needs. The project's scale and scope suggest potential for continued business growth and expansion into other service areas within the council, fostering sustainable procurement and contributing positively to the wider community through the mandated community benefits policy.

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Notice Information

Notice Title

TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES

Notice Description

Implementation of Omnichannel Services

Lot Information

Lot 1

The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.

Options: Option to extend for 2 further years

Renewal: Option to extend for 1 + 1 years

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-041cfa
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/038495-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£147,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£142,664 £100K-£500K

Notice Dates

Publication Date
9 Jul 20251 years ago
Submission Deadline
3 Jan 2024Expired
Future Notice Date
Not specified
Award Date
7 May 20242 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Dundee 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
DUNDEE
Postcode
DD1 1NZ
Postcode Area
Dundee
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM0 Eastern Scotland
Small Region (ITL 3)
TLM03 Angus and Dundee City
Delivery Location
TLM71 Angus and Dundee City
Local Authority
Dundee City
Electoral Ward
Maryfield
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
1
Supplier Name

Digital Modus Ltd

Further Information

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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