Award

Customer Service Centre Automation

WEST LOTHIAN COUNCIL

This public procurement record has 1 release in its history.

Award

04 Oct 2021 at 00:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

The procurement process concerns West Lothian Council, which has awarded a contract for the "Customer Service Centre Automation" project, aimed at implementing Robotic Process Automation (RPA) for the Customer Service Centre. This project falls under the services category and is based in Livingston, UK. The contract was signed on 9th September 2021 and has a total value of £654,383. The procurement method used was an open procedure, compliant with the Scottish Procurement Software Value Added Reseller Framework.

This tender presents significant opportunities for businesses in the software services sector, particularly those specialising in robotic process automation and related technologies. Companies that can offer innovative automation solutions and have experience in digital transformation are well-positioned to compete. As the project moves forward, suppliers with capabilities in SaaS, process management, and integration with existing telephony and operating systems will be particularly attractive to the buying organisation.

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Notice Information

Notice Title

Customer Service Centre Automation

Notice Description

Robotic Process Automation for Customer Service Centre

Lot Information

Lot 1

The development of Robotic Process Automation for West Lothian Council is a key part of the delivery of the Digital Transformation Strategy 2018-2023. The objective is to source and work with the optimum supplier of robotic process automation within the CSC, and develop this functionality with a partner to help deliver the required smooth transition to embed process automation that works seamlessly with current telephony and operating systems.. The Scottish Procurement Software Value Added Reseller Framework (MP5016/17) was identified as a compliant route to market. A Direct Award was issued in accordance with the Framework terms and conditions

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000669171
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT429353
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

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

CPV Codes

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

72212920 - Office automation software development services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£654,383 £500K-£1M

Notice Dates

Publication Date
4 Oct 20214 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
9 Sep 20214 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
WEST LOTHIAN COUNCIL
Contact Name
Anita Bainbridge
Contact Email
anita.bainbridge@westlothian.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LIVINGSTON
Postcode
EH54 6FF
Post Town
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM14 West Lothian
Delivery Location
TLM78 West Lothian
Local Authority
West Lothian
Electoral Ward
Livingston South
Westminster Constituency
Livingston

Supplier Information

Number of Suppliers
1
Supplier Name

SOFTCAT

Further Information

Notice Documents

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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