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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 22:31

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The procurement process initiated by West Yorkshire Combined Authority, based in Leeds, United Kingdom, is currently in the planning stage, focused on developing a Customer Contact Centre for Telephony and CRM services. The main procurement category is services, with a future notice date set for 28th September 2026. Preliminary market engagement is scheduled, with a deadline for written feedback from suppliers on 10th August 2026. On-line sessions for presentations and Q&As will occur on 18th and 20th August 2026. The procurement involves industry categories such as IT services, software development, and transport equipment. With a total estimated contract value of £1,200,000 GBP, the contract period is expected to commence on 4th January 2027 and conclude on 3rd January 2032, suitable for small and medium-sized enterprises (SMEs).

This tender offers a promising opportunity for businesses engaged in IT and software services to grow by contributing innovative solutions for the contact centre platform, workforce management, and lost property management. West Yorkshire Combined Authority seeks to understand market capabilities, innovate, and adopt best practices, which provides an ideal setting for businesses specialising in these areas to present unique value propositions and join forces with other organisations if necessary. The engagement aims for comprehensive market insights that could lead to contract awards for bespoke technology solutions, either as stand-alone services or integrated offerings, making it an attractive prospect for a variety of IT and consulting firms looking to expand their client base and influence within public sector projects.

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 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
28 Sep 20262 months to go
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
Post Town
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)

View full OCDS Record for this contracting process

JSON Markdown

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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