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Residential Digital Front Door Platform

Lancashire County Council

This public procurement record has 3 releases in its history.

Award

10 Sep 2025 at 17:09

UK7 - Contract Details Notice
Award

06 Aug 2025 at 18:22

UK6 - Contract Award Notice
Tender

11 Apr 2025 at 17:00

UK4 - Tender Notice
Summary of the contracting process

Lancashire County Council has successfully awarded the contract for a "Residential Digital Front Door Platform," aimed at enhancing digital interactions for residents and businesses with the council's services. This open procurement process, categorised under software package and information systems, involved Lancashire County Council located in Preston, UK, and was managed through a competitive flexible procedure. The procurement covered by the Government Procurement Agreement (GPA) commenced with a digital contract signed on 1st September 2025, with an anticipated end date in February 2029, potentially extending to February 2036. The objective is to create an accessible and inclusive platform providing residents with seamless service interactions across various communication channels, ensuring security and ease of use, while being mobile-friendly and accessible in multiple languages.

The successful award to Netcall Technology Limited presents ample opportunity for SMEs specialising in digital solutions, particularly those offering software development, AI, and telecommunication services that enhance user engagement through automated systems. Businesses equipped with capabilities in digital transformation and integrated technological solutions can leverage this to foster robust partnerships with public authorities and drive innovative service delivery. The contract possesses options for expansion, allowing firms to introduce crucial upgrades and new functionalities, aligning with evolving technological landscapes. This project serves as a strategic platform for digital businesses to scale their operations within the public sector, emphasizing scalability, enhanced user experience, and service accessibility.

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Notice Information

Notice Title

Residential Digital Front Door Platform

Notice 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.

Lot Information

Lot 1

Renewal: 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0501f3
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/055588-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£4,300,000 £1M-£10M
Lots Value
£4,300,000 £1M-£10M
Awards Value
£4,300,000 £1M-£10M
Contracts Value
£4,300,000 £1M-£10M

Notice Dates

Publication Date
10 Sep 202511 months ago
Submission Deadline
9 May 2025Expired
Future Notice Date
Not specified
Award Date
6 Aug 20251 years ago
Contract Period
1 Sep 2025 - 28 Feb 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Lancashire 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
PRESTON
Postcode
PR1 0LD
Postcode Area
Preston
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD45 Mid Lancashire
Delivery Location
TLD North West (England)
Local Authority
Preston
Electoral Ward
City Centre
Westminster Constituency
Preston

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL TECHNOLOGY LIMITED

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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