Notice Information
Notice Title
Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information
Notice Description
Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.
Lot Information
Lot 1
It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services. Stages in the procurement are: 1. Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information). 2. Contract Notice/ Call for Competition 3. Invitation to Tender 4. Negotiations 5. Contract Award. The estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed).
Options: Details relating to options will be included in the call for competition.
Renewal: It is anticipated that the contract will be for a period of 72 months with the option to extend for an additional 36 months in total, proposed as 3 x 1 year extensions. The initial period is inclusive of any required mobilisation activities.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000768139
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN508310
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- OJEU - F1 - Prior Information Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
48 - Software package and information systems
64 - Postal and telecommunications services
-
- CPV Codes
32429000 - Telephone network equipment
32524000 - Telecommunications system
48000000 - Software package and information systems
64200000 - Telecommunications services
64211100 - Local telephone services
64214000 - Dedicated-business telephone network services
64215000 - IP telephone services
Notice Value(s)
- Tender Value
- £20,000,000 £10M-£100M
- Lots Value
- £20,000,000 £10M-£100M
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 26 Jun 20241 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 8 Oct 2024Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- SOCIAL SECURITY SCOTLAND
- Contact Name
- Lauren Lochhead
- Contact Email
- lauren.lochhead@socialsecurity.gov.scot
- Contact Phone
- +44 1412425913
Buyer Location
- Locality
- DUNDEE
- Postcode
- DD1 4BF
- Post Town
- Dundee
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM0 Eastern Scotland
- Small Region (ITL 3)
- TLM03 Angus and Dundee City
- Delivery Location
- TLM Scotland
-
- Local Authority
- Dundee City
- Electoral Ward
- Maryfield
- Westminster Constituency
- Dundee Central
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN508310
Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information - Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.
Notice URLs
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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