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Metropolitan Police Service: Unified Services Procurement for the Digital Public Contact Programme

The Mayor's Office for Policing And Crime

This public procurement record has 3 releases in its history.

Tender

13 Aug 2026 at 12:10

UK4 - Tender Notice
PlanningUpdate

15 May 2026 at 16:43

UK2 - Preliminary Market Engagement Notice
Planning

12 May 2026 at 16:54

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The Mayor’s Office for Policing and Crime, on behalf of the Metropolitan Police Service and wider UK policing organisations, is procuring a managed service for the existing Digital Public Contact platform and associated services. The work covers operation, support, maintenance and enhancement rather than an end-to-end replacement. Core services include Single Online Home, Police.uk and the National My Police Portal; chat and AI-assisted engagement; website and forms support; integration and data exchange; StreetSafe, analytics and insights; open-data publication; and AI-enabled operator and management assistance. The service will support public access to policing information, incident reporting, advice, case tracking and communication through secure digital channels across England and Wales. It is a single-contract opportunity, with optional transformation, project and change services.

The procurement has reached tender: suppliers were invited to respond through a five-stage Competitive Flexible Procedure, beginning with a Procurement Specific Questionnaire and potential shortlisting before Invitation to Tender, clarification and negotiation, Best and Final Offer, and award. Expressions of interest are due by 12:00 on 10 September 2026, and clarification questions by 17:00 on 27 August 2026. The anticipated contract period is 1 July 2027 to 31 December 2031, with one discretionary 12-month extension to 31 December 2032. The estimated value is £75 million excluding VAT, or £90 million including VAT. The procurement is not divided into lots. Evaluation at later tender stages is 50% quality, 10% social value and 40% price; the initial questionnaire is assessed entirely on technical quality.

This opportunity suits an established digital services provider able to run and continuously improve a complex, public-facing national platform in a policing environment. Relevant capability includes service management, software development, cloud operations, cyber security, accessibility, data integration, analytics, open-data publishing and support for web, chat and voice channels. Suppliers should be able to work across technologies including Optimizely DXP, React, AWS, GOV.UK One Login, GOV.UK Notify, Cisco Webex Engage, Power BI, Google Analytics 4, Splunk, Azure Sentinel, Azure DevOps and Cloudflare, while modernising components where required. Strong expertise in artificial intelligence, conversational services, reporting, triage, operator assistance and management insight will be valuable. The model may suit a prime contractor with specialist consortium members or subcontractors, provided it can deliver coordinated national services and future change work.

How relevant is this notice?

Notice Information

Notice Title

Metropolitan Police Service: Unified Services Procurement for the Digital Public Contact Programme

Notice Description

The contracting Authority (the "Authority") in relation to this notice is the Mayor's Office for Policing and Crime ("MOPAC"), on behalf of the Metropolitan Police Service ("MPS") and wider UK policing organisations. The Authority is undertaking a procurement for the managed services to support, operate, maintain and enhance an existing Digital Public Contact ("DPC") platform and associated services. The Unified Services Procurement ("USP") platform provides access to critical national public capability, through which members of the public access policing services digitally across England and Wales. The USP supports the delivery of public-facing digital services across participating policing organisations, and enables members of the public to report incidents, provide and receive information, and access policing services through secure and accessible digital channels. The USP enables each force to deliver a range of nationally consistent online services to the public, whilst maintaining their distinct own local identity. The Authority is not seeking to procure an end-to-end replacement platform. The procurement is focused on the effective operation, support and ongoing evolution of the existing capability, including the delivery of enhancements, new functionality and associated service improvements throughout the contract term. The Authority's priority for this procurement is to deliver (under a single contract) a run and maintain service in a more efficient manner for its stakeholders and end users. The procurement will consolidate and enhance existing delivered services, thereby streamlining delivery, modernising key components, and strategically positioning the USP platform to support significant policing reforms and future service evolution. The DPC programme is guided by the following key strategic imperatives: 1) Policing Reform: adapting to significant structural changes, including potential force consolidation and the formation of a National Police Service ("NPS"). For further details, please refer to the 'From local to national: a new model for policing' white paper. 2) Digital Transformation and Artificial Intelligence ("AI"): embracing AI to enhance public contact through AI-based reporting, AI analysis, conversational AI, and intelligent assistance. 3) Identity and Personalisation: moving towards authenticated, personalised, and context-aware services, leveraging user accounts (with user authentication via GOV.UK One Login) for tailored experiences. 4) Channel Convergence: achieving a consistent and unified experience across web, chat, and voice channels for "first contact" with policing. The core service delivery for the USP primarily involves the provision and maintenance of the DPC platform current capabilities, specifically the following core services: 1) Website Front End and Public Digital Channels: provision of the public-facing digital channels that support access to policing information and services, comprising the Single Online Home ("SOH"), Police.uk and the National My Police Portal ("NMPP"). SOH provides the primary digital front door for policing, enabling crime and incident reporting, access to advice and guidance, neighbourhood policing engagement, and performance information through a consistent, locally branded user experience. Police.uk provides the national policing website and aggregation layer, supporting consistent access to information and services across force boundaries. NMPP provides a secure, authenticated portal through which users can track cases, receive updates and communicate with officers, enabling ongoing two-way digital engagement between the public and policing. 2) Chat Services and AI-Assisted Engagement: offering chat services and developing AI-based solutions for natural language reporting, triage, and guidance. 3) Website Supporting Services: the operational and technical services that sit behind the public-facing website and forms experience, enabling transactions to be processed, monitored, secured and delivered to policing systems. 4) Integration and Data Exchange (iHub): facilitating data exchange between public-facing services and force/national systems, using a Standard Data Model. 5) StreetSafe and Analytics and Insights Services: providing various dashboards for demand, usage, and performance metrics. 6) Open Data: managing and publishing open data about crime and policing (data.police.uk) and local neighbourhood information. 7) Operator Assist and Management Assist: these services introduce AI-enabled capabilities to support policing operations. Operator Assist focuses on real-time support for contact centre staff, including analysis of live calls and provision of guidance. Management Assist focuses on post-event analysis, generating insights from recorded data. In addition to the core services outlined above, Bidders will be requested to provide separate pricing for a range of optional services which the Authority may choose to utilise during the contract term to support future enhancements and wider DPC transformation. Bidders will be required to show their capability in this area. The Bidder that submits the most advantageous tender will also have the potential to deliver project and change work, based on delivery of the Core Services, at the Authority's sole discretion. The existing DPC platform leverages a mix of technologies. Key tooling includes Optimizely Digital Experience Platform ("DXP") for website content management, a bespoke React-based forms engine for public data capture, and an AWS integration platform. The NMPP is built on AWS, utilising GOV.UK One Login for authentication and GOV.UK Notify for communications. Chat Services use Cisco Webex Engage or locally provisioned products. For analytics and monitoring, tools such as Power BI, Google Analytics 4, Splunk, and Azure Sentinel are in use. Development is supported by Azure DevOps, and Cloudflare provides essential security and edge services. While this landscape reflects our current environment and does not require re-platforming at this time, specific components may necessitate modernisation during the contract term. The Authority published a Preliminary Market Engagement ("PME") Notice for this opportunity on 12 May 2026 (updated 15 May 2026) reference: Notice identifier: 2026/S 000-045079. PME was subsequently conducted in the form of: * Market briefing event (with open question and answer session) on 9 June 2026; and * Market Sounding Questionnaire. The Authority's outputs from the PME are available in the PSQ data room and can be accessed following completion and signature of mandatory Non-Disclosure and Ethical Walls Agreements following your registration of interest in the procurement. Interested parties will also need to complete these documents to access a sequential Coupa event to enable them to submit a response to this Request to Participate. The procurement is being conducted using the Competitive Flexible Procedure in accordance with Section 20(1) and Section 20(2)(b) of the Procurement Act 2023. The anticipated procurement timetable for subsequent tender stages is included in the Request to Participate. The Authority anticipates that the single supplier delivery model will provide a robust foundation to support the Home Office reform agenda into the NPS following the end of the contract term, and any future procurement strategies or objectives at that point.

Lot Information

Lot 1

Options: The Authority reserves the right to vary the contract in accordance with Paragraph 5 to Schedule 8 of the Procurement Act 2023 as a result of a materialisation of a known risk (including as a result of potential reforms to the DPC, the potential force consolidation and formation of a National Police Service, Authority systems which the contractor is required to interface with change beyond the interface requirements originally set out in the contract, and such other known risks).

Renewal: 1 x 12 Month Extension at the sole discretion of the Authority.

Planning Information

The Engagement for this opportunity is split into three stages: • Attendance at a Market Engagement (ME) session from 10:00am- 12:00pm on 9th June 2026. This will be a broadcast session on Teams by the Authority to elaborate the scope of provision with the opportunity for interested parties to ask questions. • Completion of a response to the Market Sounding Questionnaire (MSQ) to assist the Authority in evolving its thinking and approach. • The procurement itself, which is subject to a UK4 Request to Participate (Tender Notice) To register your interest please respond to this notice on Coupa Instant Messages, listing the full name of your organisation; whether your interest is likely to be as a primary Bidder, consortia member or subcontractor; and attendees' details (including name, role, contact telephone number and email address). This will enable the Authority to give you access to the MSQ and invite you to the ME event. The deadline for requests to be invited to the market engagement session is 17:00:00 (GMT) on 5 June 2026. The virtual Market Engagement (ME) session will be from 10:00am - 12:00pm on 9th June 2026. A Microsoft Teams link will be sent to the attendees. The event will cover the following agenda items: • Welcome from Director of National Single Online Home • DPC Background, structure and operating model • Overview of the scope of services required • USP Procurement Strategy o Principles o Timeline o Commercial Approach • Potential Bidder Q&A • Close Please note that the ME session will be recorded on Teams and will be included in the Data Room following the issue of the UK4 Request to Participate (Tender Notice). The Authority would also appreciate if interested parties could review and fill out a response to the Market Sounding Questionnaire (MSQ). This will be made available on Coupa on the 5th June 2026, prior to the broadcasting event. The deadline for the response to the Market Sounding Questionnaire (MSQ) is 22 June 2026 12:00:00 Midday GMT and no submissions will be considered after this date and time. Any Clarification Questions in respect of the Market Sounding Questionnaire should be forwarded to the Authority by 17:00 GMT on 11 June 2026 using the Coupa Instant Messages Function. Suppliers can access this event via Coupa: Metropolitan Police Service (MPS): Unified Services Procurement (USP) for the Digital Public Contact Portfolio - Event #2721

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-069706
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077194-2026
Current Stage
Tender
All Stages
Planning, Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

51 - Installation services (except software)

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

CPV Codes

48000000 - Software package and information systems

51300000 - Installation services of communications equipment

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£75,000,000 £10M-£100M
Lots Value
£75,000,000 £10M-£100M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
13 Aug 20261 months ago
Submission Deadline
Not specified
Future Notice Date
31 Jul 2026Expired
Award Date
Not specified
Contract Period
1 Jul 2027 - 31 Dec 2031 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Mayor's Office for Policing And Crime
Additional Buyers

Metropolitan Police Service

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E16 1ZE
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
Not specified
Local Authority
Newham
Electoral Ward
Royal Victoria
Westminster Constituency
West Ham and Beckton

Further Information

Notice Documents

  • https://www.find-tender.service.gov.uk/Notice/077194-2026
    13th August 2026 - Tender notice on Find a Tender
  • https://www.find-tender.service.gov.uk/Notice/045079-2026
    15th May 2026 - Preliminary market engagement notice on Find a Tender
  • https://www.find-tender.service.gov.uk/Notice/043630-2026
    12th May 2026 - Preliminary market engagement notice on Find a Tender
  • https://supplier.coupahost.com/quotes/public_events?customer=metpolice&company_name=Metropolitan+Police
    Any Bidder who is a current supplier to the Authority, and/or whom may have access to Authority information, which is relevant to this Procurement, must enter into an Ethical Walls Agreement ("EWA") at Appendix B in the Invitation to Participate Pack: Procurement Specific Questionnaire ("PSQ") which can be found in the Coupa Event 2868. The EWA must be signed and returned via the Coupa Portal. Where an EWA is not applicable, please confirm a nil return via the Coupa messaging function. All Bidders must enter into a Non-Disclosure Agreement ("NDA") at Appendix C in the Invitation to Participate Pack: Procurement Specific Questionnaire. The NDA must be signed and returned via the Coupa Portal referenced in this Tender Notice before the Bidder will be granted access to the Invitation to Participate Data Room to help complete their PSQ. Interested parties will also need to complete the NDA to access a sequential Coupa event to enable them to submit a response to this Request to Participate

Open Contracting Data Standard (OCDS)

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