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Customer Contact Centre -Telephony/CRM

West Yorkshire Combined Authority

This public procurement record has 1 release in its history.

Planning

24 Jul 2026 at 23:31

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

West Yorkshire Combined Authority is planning a customer contact centre technology project covering telephony and customer relationship management. The intended scope is divided into three functional areas: a contact centre platform, workforce management, and lost property management. The Authority is considering procuring one technology solution or a combination of solutions, aligned with its required outcomes and core deliverables. The work is expected to support services delivered in West Yorkshire. Relevant business categories include contact management software, software programming and consultancy, wider IT support and integration, and potentially transport-related products associated with lost property operations. The project is a services procurement led by West Yorkshire Combined Authority, a sub-central public authority.

The process is at the planning stage and is currently a preliminary market engagement exercise, not an invitation to tender. The Authority expects to use market feedback to shape the final requirements, delivery model and procurement approach. It is seeking written responses by midday on 10 August 2026, followed by individual online supplier sessions, presentations and question-and-answer meetings planned for 18 and 20 August 2026. A subsequent notice is expected on 28 September 2026. The planned contract period is 4 January 2027 to 3 January 2032. The estimated gross value is £1,200,000. The procurement is above the relevant threshold, is planned as a single lot, and is identified as suitable for SMEs.

This will suit technology providers with experience delivering contact centre platforms, telephony and CRM, workforce management systems, lost property management software, or the integration of these services. Suppliers can contribute specialist capability in one functional area rather than covering the whole scope, and the Authority encourages independent responses or partnerships between organisations. Useful preparation will include evidence of successful implementations, integration architecture, mobilisation planning and the ability to manage sequencing, dependencies and implementation complexity. The engagement is also intended to explore innovation, best practice, delivery models and commercial pricing structures, so suppliers with flexible deployment options and clear approaches to service integration should be well placed to influence the future requirements. SMEs are expressly identified as suitable participants.

How relevant is this notice?

Notice Information

Notice Title

Customer Contact Centre -Telephony/CRM

Notice Description

West Yorkshire Combined Authority would like to invite interested suppliers to take part in this Preliminary Market Engagement (PME) activity to support development of the project described below. The main aims of engagement include: gaining market insights, understanding best market practices and shaping the final statement of requirements. Suppliers are invited to respond to this PME exercise to inform the Authority's approach to procuring either individual or a collection of technology solutions aligned to the outcomes and core deliverables outlined in this paper. The Authority is particularly interested in: * Market capability across the Functional Areas described below * Typical delivery models and integration approaches * Innovation opportunities and best practice * Time to implement (mobilisation times, complexity, sequencing, dependencies) * Costs e.g. commercial models and pricing structures The Authority recognises that suppliers may specialise only in particular solutions and capability areas described in Section 3 A-C A. Contact Centre Platform B. Workforce Management C. Lost Property Management Suppliers are however encouraged to participate either independently or in partnership with other organisations, irrespective of whether they are able to support one or multiple Functional Areas listed within the scope. This activity will consist of 2 Phases Phase 1 - Receiving written feedback from Suppliers. Suppliers to review PME documents and respond to the shared questions (Appendix 2 - Contact Centre Questionnaire) by 12PM (Midday) on 10th August 2026 Phase 2 - On-Line sessions, presentations and Q&As Suppliers' Individual sessions on-line through MS Teams available on 18th and 20th August 2026

Planning Information

https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99445&TID=104710&B=

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d3bf
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/070507-2026
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
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

34 - Transport equipment and auxiliary products to transportation

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

CPV Codes

34000000 - Transport equipment and auxiliary products to transportation

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

72200000 - Software programming and consultancy services

72212333 - Contact management software development services

Notice Value(s)

Tender Value
£1,200,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
24 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
28 Sep 2026Expired
Award Date
Not specified
Contract Period
4 Jan 2027 - 3 Jan 2032 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
West Yorkshire Combined Authority
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LEEDS
Postcode
LS1 2DE
Postcode Area
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
TLE4 West Yorkshire
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Further Information

Notice Documents

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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