Notice Information
Notice Title
Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland
Notice Description
Social Security Scotland (SSS), provides services to citizens throughout Scotland and as part of the customer facing element a Telephony and a Contact Centre Platform is required.
Lot Information
Lot 1
A contract with an external service provider for the provision of Multi-Channel Contact Centre and Telephony Service for Social Security Scotland. The contact centre platform shall provide the ability to provide access and workflow for multiple channels; telephony, SMS, Chat, Remote Assistance, email and, is capable of Computer Telephony Integration (CTI) with existing and future benefit delivery platforms, as part of the roadmap. Additionally, tools will be embedded to allow efficient workforce management in the Contact Centre and enhanced performance management and management information to track measureable improvements.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000623115
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN389162
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- PCS Notice - Website Contract Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
64 - Postal and telecommunications services
-
- CPV Codes
32429000 - Telephone network equipment
64211100 - Local telephone services
64214000 - Dedicated-business telephone network services
64215000 - IP telephone services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £5,500,000 £1M-£10M
Notice Dates
- Publication Date
- 26 Jun 20205 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 10 Jun 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
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- SCOTTISH GOVERNMENT
- Contact Name
- Not specified
- Contact Email
- jonathan.wright@gov.scot
- Contact Phone
- +44 1412425962
Buyer Location
- Locality
- EDINBURGH
- Postcode
- EH6 6QQ
- Post Town
- Edinburgh
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM1 East Central Scotland
- Small Region (ITL 3)
- TLM13 City of Edinburgh
- Delivery Location
- TLM Scotland
-
- Local Authority
- City of Edinburgh
- Electoral Ward
- Leith
- Westminster Constituency
- Edinburgh North and Leith
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN389162
Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland - Social Security Scotland (SSS), provides services to citizens throughout Scotland and as part of the customer facing element a Telephony and a Contact Centre Platform is required.
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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