Residential Digital Front Door Platform

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-0501f3-2025-09-10T17:09:52+01:00",
    "date": "2025-09-10T17:09:52+01:00",
    "ocid": "ocds-h6vhtk-0501f3",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-PPON-PBBJ-2179-TNXM",
            "name": "Lancashire County Council",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PBBJ-2179-TNXM"
            },
            "address": {
                "streetAddress": "PO Box 100, County Hall",
                "locality": "Preston",
                "postalCode": "PR1 0LD",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKD45"
            },
            "contactPoint": {
                "name": "James Bennett",
                "email": "digitalprocurement@lancashire.gov.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.lancashire.gov.uk",
                "classifications": [
                    {
                        "scheme": "UK_CA_TYPE",
                        "id": "publicAuthoritySubCentralGovernment",
                        "description": "Public authority - sub-central government"
                    }
                ]
            }
        },
        {
            "id": "GB-PPON-PQHH-4489-TLZM",
            "name": "Social Value Portal Ltd",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PQHH-4489-TLZM"
            },
            "address": {
                "streetAddress": "Tintagel House, 92 Albert Embankment,",
                "locality": "London",
                "postalCode": "SE1 7TY",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKI45"
            },
            "contactPoint": {
                "email": "support@socialvalueportal.com"
            },
            "roles": [
                "procuringEntity"
            ],
            "roleDetails": "Evaluation and ongoing contract management support for social value deliverables.",
            "details": {
                "url": "https://www.socialvalueportal.com/"
            }
        },
        {
            "id": "GB-COH-09197997",
            "name": "SOCIAL VALUE PORTAL LTD",
            "identifier": {
                "scheme": "GB-COH",
                "id": "09197997"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PQHH-4489-TLZM"
                }
            ],
            "address": {
                "streetAddress": "Tintagel House",
                "locality": "London",
                "postalCode": "SE1 7TY",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKI45"
            },
            "contactPoint": {
                "email": "sales@socialvalueportal.com"
            },
            "roles": [
                "procuringEntity"
            ],
            "roleDetails": "Evaluation and ongoing contract management support for the social value deliverables under the future contract."
        },
        {
            "id": "GB-COH-02831215",
            "name": "NETCALL TECHNOLOGY LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "02831215"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PJCY-7652-TRVN"
                }
            ],
            "address": {
                "streetAddress": "Suite 203, Bedford Heights, Brickhill Drive",
                "locality": "Bedford",
                "postalCode": "MK41 7PH",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKH24"
            },
            "contactPoint": {
                "email": "bid.team@netcall.com"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "url": "http://www.netcall.com",
                "scale": "sme",
                "vcse": false,
                "publicServiceMissionOrganization": false,
                "shelteredWorkshop": false
            },
            "control": {
                "description": "The Council are not aware of any connected people or organisations that are not referenced in their Companies House submission."
            }
        }
    ],
    "buyer": {
        "id": "GB-PPON-PBBJ-2179-TNXM",
        "name": "Lancashire County Council"
    },
    "planning": {
        "noEngagementNoticeRationale": "The Authority issued a Prior Information Notice (F01) on the 12th November 2024 (notice reference: 2024/S 000-036555) regarding this procurement under the Public Contract Regulations 2015. The purpose of the early market engagement was to understand the solution capabilities of a digital front door platform for Lancashire residents and local businesses."
    },
    "tender": {
        "id": "JB/ICT/LCC/25/1917",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Residential Digital Front Door Platform",
        "description": "A digital front door platform is designed to streamline and enhance the way residents and businesses interact with services that the Authority provides. The future platform will deliver the following strategic ambitions: * Easy, seamless experience whether engaging by phone, face to face, social media, AI chat or via a range of resident facing applications and forms. * Mobile friendly, easy access to advice, information, and support about our services at a time to suit our residents. * Opportunities to feedback about their digital journey and the design of our resident facing services. * An automated telephone payment system which allows users to make payments over the phone or online without needing to speak to an agent. * Receive a consistently effective digital service without having to tell us more than once. * Ability to capture nondigital interactions where residents have chosen to use non digital routes. * Real time access to updates about a service request. * Promotes an inclusive digital service. * Accessibility is embedded into the fabric of our solution so that residents with additional needs can engage with us digitally. * Seamless signposting to the wider local government community without having to understand the difference between county, district, or parish level services. * Ability to communicate in a non-English first language. * An effective, timely and empathic response to an enquiry or service request. * Assurance that information we hold is safe and secure.",
        "status": "complete",
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "48000000",
                        "description": "Software package and information systems"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKD",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "value": {
            "amountGross": 4300000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "The evaluation of Tenders will follow the guidelines detailed in the ITT. All Submissions will be marked over a three (3) stage process before the Contract is awarded. Stage 1: Procurement Specific Questionnaire (PSQ) Selection Criteria Stage 2: Award Evaluation Criteria Stage 3: Demonstration Meetings and Finalisation Meeting"
        },
        "mainProcurementCategory": "goods",
        "aboveThreshold": true,
        "submissionMethodDetails": "All tenders must be submitted via Lancashire County Council's e-tendering portal (https://www.lancashire.gov.uk/fusion-supplier-portal/)",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "tenderPeriod": {
            "endDate": "2025-05-09T11:00:00+01:00"
        },
        "enquiryPeriod": {
            "endDate": "2025-04-30T17:00:00+01:00"
        },
        "awardPeriod": {
            "endDate": "2025-07-24T23:59:59+01:00"
        },
        "lots": [
            {
                "id": "1",
                "status": "complete",
                "value": {
                    "amountGross": 4300000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "weightingDescription": "Refer to section 5.1 of the ITT for further details. > Award Evaluation Criteria - Compliance (Pass/Fail) > Award Evaluation Criteria - Quality & Technical (60%) > Award Evaluation Criteria - Price (30%) > Award Evaluation Criteria - Social Value (10%)",
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Compliance with statement of requirements",
                            "description": "Refer to section 5.3 of the ITT for further details. This criteria is pass/fail. Tenderer confirms their solution can meet all \"must have\" (mandatory) requirements as detailed in Appendix B - Statement of Requirements, before Tender award. The highest ranked Tenderer will be invited to demonstrate their solution meet's all \"must have\" (mandatory) requirements prior to award."
                        },
                        {
                            "type": "quality",
                            "name": "Quality and Technical",
                            "description": "Refer to section 5.4 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 60% of the total award criteria."
                        },
                        {
                            "type": "cost",
                            "name": "Price",
                            "description": "Refer to section 5.5 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 30% of the total award criteria."
                        },
                        {
                            "type": "quality",
                            "name": "Social value",
                            "description": "Refer to section 5.6 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 10% of the total award criteria."
                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the legal and financial capacity conditions of participation."
                        },
                        {
                            "type": "technical",
                            "description": "Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the technical ability conditions of participation."
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2025-09-01T00:00:00+01:00",
                    "endDate": "2029-03-31T23:59:59+01:00",
                    "maxExtentDate": "2036-03-31T23:59:59+01:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months."
                }
            }
        ],
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "014775-2025",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/014775-2025",
                "datePublished": "2025-04-11T17:00:21+01:00",
                "format": "text/html"
            }
        ],
        "contractTerms": {
            "financialTerms": "Refer to Appendix A - Contract and the Council's website (https://www.lancashire.gov.uk/fusion-supplier-portal/) for further details."
        },
        "riskDetails": "Refer to Section 6 in Appendix B - Statement of Requirements",
        "coveredBy": [
            "GPA"
        ]
    },
    "language": "en",
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "value": 2,
                "relatedLot": "1"
            },
            {
                "id": "2",
                "measure": "finalStageBids",
                "value": 2,
                "relatedLot": "1"
            },
            {
                "id": "3",
                "measure": "smeFinalStageBids",
                "value": 2,
                "relatedLot": "1"
            },
            {
                "id": "4",
                "measure": "vcseFinalStageBids",
                "value": 0,
                "relatedLot": "1"
            }
        ]
    },
    "awards": [
        {
            "id": "1",
            "status": "active",
            "date": "2025-08-06T00:00:00+01:00",
            "value": {
                "amountGross": 4300000,
                "currency": "GBP"
            },
            "mainProcurementCategory": "goods",
            "aboveThreshold": true,
            "suppliers": [
                {
                    "id": "GB-COH-02831215",
                    "name": "NETCALL TECHNOLOGY LIMITED"
                }
            ],
            "items": [
                {
                    "id": "1",
                    "additionalClassifications": [
                        {
                            "scheme": "CPV",
                            "id": "48000000",
                            "description": "Software package and information systems"
                        }
                    ],
                    "deliveryAddresses": [
                        {
                            "region": "UKD",
                            "country": "GB",
                            "countryName": "United Kingdom"
                        },
                        {
                            "region": "UKD",
                            "country": "GB",
                            "countryName": "United Kingdom"
                        }
                    ],
                    "relatedLot": "1"
                }
            ],
            "standstillPeriod": {
                "endDate": "2025-08-15T23:59:59+01:00"
            },
            "contractPeriod": {
                "startDate": "2025-09-01T00:00:00+01:00",
                "endDate": "2029-03-31T23:59:59+01:00",
                "maxExtentDate": "2036-03-31T23:59:59+01:00"
            },
            "hasRenewal": true,
            "renewal": {
                "description": "The initial Contract period will be three (3) years and seven (7) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and seven (7) months."
            },
            "hasOptions": true,
            "options": {
                "description": "The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR)"
            },
            "relatedLots": [
                "1"
            ],
            "subcontracting": {
                "subcontracts": [
                    {
                        "id": "1",
                        "mainContractors": [
                            {
                                "id": "GB-COH-02831215",
                                "name": "NETCALL TECHNOLOGY LIMITED"
                            }
                        ],
                        "description": "The Council are not aware of any associated people or organisations that are not referenced in their Companies House submission."
                    }
                ]
            },
            "documents": [
                {
                    "id": "046702-2025",
                    "documentType": "awardNotice",
                    "noticeType": "UK6",
                    "description": "Contract award notice on Find a Tender",
                    "url": "https://www.find-tender.service.gov.uk/Notice/046702-2025",
                    "datePublished": "2025-08-06T18:22:06+01:00",
                    "format": "text/html"
                }
            ],
            "assessmentSummariesDateSent": "2025-08-06T00:00:00+01:00",
            "milestones": [
                {
                    "id": "1",
                    "type": "futureSignatureDate",
                    "dueDate": "2025-08-18T23:59:59+01:00",
                    "status": "scheduled"
                }
            ]
        }
    ],
    "contracts": [
        {
            "id": "1",
            "awardID": "1",
            "status": "active",
            "period": {
                "startDate": "2025-09-01T00:00:00+01:00",
                "endDate": "2029-02-28T23:59:59Z",
                "maxExtentDate": "2036-02-29T23:59:59Z"
            },
            "hasRenewal": true,
            "renewal": {
                "description": "The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months."
            },
            "hasOptions": true,
            "options": {
                "description": "The right to additional purchases while the contract is valid. The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR)."
            },
            "value": {
                "amountGross": 4300000,
                "currency": "GBP"
            },
            "aboveThreshold": true,
            "dateSigned": "2025-09-01T00:00:00+01:00",
            "agreedMetrics": [
                {
                    "id": "1",
                    "title": "Solution Availability",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "2",
                    "title": "Integration to Liberty Create",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "3",
                    "title": "Help Desk Response Times - Priority 1 and 2",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "4",
                    "title": "Help Desk Response Times - Priority 3, 4 and 5",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "5",
                    "title": "Fix Times - Severity Level 1 Service Incidents",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "6",
                    "title": "Fix Times - Severity Level 2 Service Incidents",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "7",
                    "title": "Fix Times - Severity Level 3 Service Incidents",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "8",
                    "title": "Fix Times - Severity Level 4 Service Incidents",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 1
                            }
                        }
                    ]
                },
                {
                    "id": "9",
                    "title": "NT18: Total amount (PS) spent in local supply chain through the contract",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 3
                            }
                        }
                    ]
                }
            ],
            "documents": [
                {
                    "id": "055588-2025",
                    "documentType": "contractNotice",
                    "noticeType": "UK7",
                    "description": "Contract details notice on Find a Tender",
                    "url": "https://www.find-tender.service.gov.uk/Notice/055588-2025",
                    "datePublished": "2025-09-10T17:09:52+01:00",
                    "format": "text/html"
                }
            ]
        }
    ]
}