Award

Supply Design Build and maintenance of a Customer Services e-Platform

SCOTLAND EXCEL

This public procurement record has 2 releases in its history.

Award

17 Dec 2020 at 00:00

Tender

09 Oct 2019 at 00:00

Summary of the contracting process

The procurement process initiated by Scotland Excel involves the supply, design, build, and maintenance of a Customer Services e-Platform, aimed at transforming services in response to population growth and resource constraints in Midlothian. This open procedure, now complete, has involved an active tender process, with bids being submitted electronically by the deadline on 11th November 2019. The total contract award was valued at £464,969 and was signed on 14th December 2020. The project delivery location is within the Midlothian Council region, which lies in the UK.

This tender presents an excellent opportunity for businesses in the IT services and digital solutions sector, particularly those specialising in customer service platforms, automation, and self-service solutions. Given the focus on efficient service redesign and the requirement for quality assurance and compliance certifications, small and medium-sized enterprises (SMEs) with proven experience in similar projects will be well-suited to compete for this contract. Companies with expertise in providing digital transformation services are likely to find significant alignment with the needs expressed in this procurement process.

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Notice Title

Supply Design Build and maintenance of a Customer Services e-Platform

Notice Description

Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.

Lot Information

Lot 1

Midlothian Council will work in partnership with a Strategic Partner, using an outcomes-based approach to implement a modern-day Customer Service Platform composed of all essential components linked together accordingly to create a sustainable foundation for customer self-service. Whilst it is recognised that the Strategic Partner may not necessarily be able to provide all components, all functionality required will be provided through the Strategic Partner's own well developed partner ecosystem.

Renewal: The contract is for a total of 120 months an initial period of 60 months with an option to extend for 2 years plus 2 years plus 1 year

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000599486
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC402661
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
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

72211000 - Programming services of systems and user software

Notice Value(s)

Tender Value
£787,000 £500K-£1M
Lots Value
£787,000 £500K-£1M
Awards Value
Not specified
Contracts Value
£464,969 £100K-£500K

Notice Dates

Publication Date
17 Dec 20205 years ago
Submission Deadline
11 Nov 2019Expired
Future Notice Date
Not specified
Award Date
14 Dec 20205 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Contracting Authority (Buyer)

Main Buyer
SCOTLAND EXCEL
Contact Name
Richard Bridgen
Contact Email
education.corporate@scotland-excel.org.uk, richard.bridgen@scotland-excel.org.uk
Contact Phone
+44 3003001200

Buyer Location

Locality
PAISLEY
Postcode
PA1 1AR
Post Town
Paisley
Country
Scotland

Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM33 Inverclyde, East Renfrewshire, and Renfrewshire
Delivery Location
TLM73 East Lothian and Midlothian

Local Authority
Renfrewshire
Electoral Ward
Paisley East and Central
Westminster Constituency
Paisley and Renfrewshire South

Supplier Information

Number of Suppliers
1
Supplier Name

GRANICUS-FIRMSTEP

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT368745
    Supply Design Build and maintenance of a Customer Services e-Platform - Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC402661
    Supply Design Build and maintenance of a Customer Services e-Platform - Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.

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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