Notice Information
Notice Title
Contact Centre as a Service (CCaaS)
Notice Description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces. The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives: * Increased self-service options for the public * Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact * Reduced handle time for voice and digital * Improved information capture and data quality The requirements for the supply of this system will cover the following; * Inbound Voice Routing (IVR) * Automatic Call Distribution (ACD) * Digital Interaction Routing (DIR) * Workforce Engagement Monitoring (WEM) * Pre-Packaged Applications * Applications & Native Communications Connectivity * Outbound Voice Calling * Customer Self-Service Automation * Data Retention, Review & Disposal (RRD) * Artificial Intelligence (AI) * Large Language Model (LLM) Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Planning Information
The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk Please include the following detail in your message: - - Quoting Reference: TVP01016 - Contact Centre as a Service (CCaaS) - Full name - Company/organisation name - Contact details (E-mail and phone number) In return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages. This Notice is for information only. The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-05adfc
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/064642-2025
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- UK2 - Preliminary Market Engagement Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
32400000 - Networks
32500000 - Telecommunications equipment and supplies
48200000 - Networking, Internet and intranet software package
48500000 - Communication and multimedia software package
48800000 - Information systems and servers
48900000 - Miscellaneous software package and computer systems
72000000 - IT services: consulting, software development, Internet and support
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
- 13 Oct 20254 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- 31 Oct 2025Expired
- Award Date
- Not specified
- Contract Period
- 30 Jun 2027 - 30 Jun 2035 Over 5 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planning
- Lots Status
- Planning
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE CHIEF CONSTABLE OF THAMES VALLEY POLICE
- Additional Buyers
- Contact Name
- Chris Dent
- Contact Email
- procurementict@thamesvalley.police.uk, procurementict@thamsvalley.police.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- KIDLINGTON
- Postcode
- OX5 1NZ
- Post Town
- Oxford
- Country
- England
-
- Major Region (ITL 1)
- TLJ South East (England)
- Basic Region (ITL 2)
- TLJ3 Hampshire and Isle of Wight
- Small Region (ITL 3)
- TLJ35 South Hampshire
- Delivery Location
- Not specified
-
- Local Authority
- Eastleigh
- Electoral Ward
- Eastleigh Central
- Westminster Constituency
- Eastleigh
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/064642-2025
13th October 2025 - Preliminary market engagement notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/064627-2025
13th October 2025 - Preliminary market engagement notice on Find a Tender
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.
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