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Contact Centre as a Service (CCaaS)

INCOMMUNITIES LIMITED

This public procurement record has 1 release in its history.

Award

31 Jul 2026 at 10:02

Award Notice
Summary of the contracting process

Incommunities Limited procured a Contact-Centre-as-a-Service (CCaaS) platform based specifically on Amazon Connect. The requirement covers inbound and outbound public sector telephony, interactive voice response (IVR) routing, and secure storage of call recordings and transcripts. It is a software and information-systems procurement for use in Bradford and the surrounding delivery area. The buyer is a public-law body responsible for housing and community amenities. The requirement is relevant to technology suppliers, systems integrators and managed service providers with experience delivering cloud contact-centre platforms and integrating telephony, IVR and secure communications records for public-sector or similarly regulated organisations.

The procurement is complete and has been awarded through a limited procedure without prior publication of a competition, using a PCR15 framework agreement. The evaluation basis was price. Alscient Limited was selected as supplier on 30 April 2026. The active contract is worth £300,000 and was signed on 30 April 2026. One bid was recorded. The contracting process identifies a single lot covering the full CCaaS platform requirement; that lot is recorded as cancelled, while the associated award and contract are active. The contract is therefore an awarded public-sector technology engagement rather than an opportunity for new bids. Its commercial route and outcome provide a useful precedent for suppliers tracking similar framework-based contact-centre procurements.

This award demonstrates demand from Incommunities for Amazon Connect-based contact-centre capability supporting both inbound and outbound calls. Suppliers seeking to compete for comparable work from this buyer would need practical expertise in cloud telephony, IVR design and routing, contact-centre configuration, and the secure retention of call recordings and transcripts. A credible provider would also need to deliver and support the platform in a public-sector housing environment, with appropriate attention to information security, controlled access and reliable service operation. The procurement was routed through a framework and evaluated on price, so relevant competitors would benefit from framework access, a clear cost model and evidence that they can provide the specified functionality at comparable scale.

How relevant is this notice?

Notice Information

Notice Title

Contact Centre as a Service (CCaaS)

Notice Description

Contact-Centre-as-a-Service (CCaaS) platform, specifically Amazon Connect, to facilitate inbound and outbound public sector telephony, interactive voice response (IVR) routing, and the secure storage of call recordings and transcripts.

Lot Information

Lot 1

Contact-Centre-as-a-Service (CCaaS) platform, specifically Amazon Connect, to facilitate inbound and outbound public sector telephony, interactive voice response (IVR) routing, and the secure storage of call recordings and transcripts.

Procurement Information

procured via pcr15 framework agreement

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d861
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/072522-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£300,000 £100K-£500K

Notice Dates

Publication Date
31 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
INCOMMUNITIES LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRADFORD
Postcode
BD17 7BN
Postcode Area
Bradford
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE41 Bradford
Delivery Location
TLE41 Bradford
Local Authority
Bradford
Electoral Ward
Shipley
Westminster Constituency
Shipley

Supplier Information

Number of Suppliers
1
Supplier Name

Alscient Limited

Further Information

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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