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COV - Contact Support Centre

Coventry City Council

This public procurement record has 1 release in its history.

Award

14 Sep 2026 at 16:39

Award Notice
Summary of the contracting process

Coventry City Council procured a cloud-based contact centre management solution for its departments. The requirement covers supplying, implementing, supporting and maintaining the solution, with the purpose of enabling efficient, high-quality customer services and contact centre operations. This is an IT services opportunity spanning software, cloud technology, implementation, maintenance and technical support rather than a construction or physical goods contract. Delivery is for Coventry City Council in Coventry. The buying organisation is Coventry City Council, a local authority. The selected solution is intended to support customer-facing services across the Council, so relevant suppliers would typically provide contact centre platforms alongside the implementation and ongoing service capability needed to operate them effectively.

The procurement has completed and the contract is active. Coventry City Council used a limited procedure without publishing a call for competition, making a direct award through the GCA G-Cloud 14 Framework Agreement. The contract was awarded to Puzzel Limited, an SME, and one bid was recorded. The requirement was structured as a single lot, evaluated on price. The awarded contract value is £1,911,320 including the published currency of GBP. The contract was signed on 14 September 2026. The procurement record identifies the arrangement as covered by the Government Procurement Agreement and states that the direct award followed the required framework buying process.

For a supplier targeting future contact centre work with Coventry City Council, this procurement demonstrates demand for a complete cloud-based service rather than standalone software: the relevant capability includes platform provision, implementation, operational support and maintenance. A credible competitor would need to show that its solution can help council departments deliver consistent, efficient and high-quality customer services, with the technical capacity to support a council-wide environment. The award route also shows that framework access and the ability to complete the required buying process can be commercially important. Puzzel Limited’s selection indicates that an SME supplier can meet this requirement, so specialists with a proven cloud contact centre product and dependable support operation may be well placed when comparable demand returns.

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Notice Information

Notice Title

COV - Contact Support Centre

Notice Description

Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.

Lot Information

Lot 1

This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solution. The solution supports Council departments in providing high-quality customer services.

Procurement Information

This contract has been awarded by way of a direct award under the Government Commercial Agency (GCA) G-Cloud 14 Framework Agreement (RM1557.14) following the completion of the required buying process.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06f986
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/087039-2026
Current Stage
Award
All Stages
Award

Procurement Classification

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

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£1,911,320 £1M-£10M

Notice Dates

Publication Date
14 Sep 2026Yesterday
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
Coventry City Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
COVENTRY
Postcode
CV1 5RR
Postcode Area
Coventry
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG33 Coventry
Delivery Location
TLG33 Coventry
Local Authority
Coventry
Electoral Ward
St Michael's
Westminster Constituency
Coventry South

Supplier Information

Number of Suppliers
1
Supplier Name

Puzzel 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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