Notice Information
Notice Title
Multi Channel Contact Centre and Telephony Service
Notice Description
Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.
Lot Information
Lot 1
Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.
Options: The estimated maximum value is GBP 22,517,000 excluding VAT (GBP 27,020,400 including VAT) and is based on 8 years, if all extension periods and options for additional work are used. The Contract has an initial term of 5 years with option periods to extend up to a maximum of 3 further years with a maximum Contract Term of 8 years. Additional options include Work Force Management, additional digital channels and potential AI capabilities providing chatbots, voice recognition and speech to text which are not currently in use. There is also the potential to increase and decrease the number of core licences throughout the duration of the contract. 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).
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000810939
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT540413
- 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
64 - Postal and telecommunications services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
64210000 - Telephone and data transmission services
79512000 - Call centre
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £22,517,000 £10M-£100M
Notice Dates
- Publication Date
- 2 Oct 20254 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 26 Sep 20255 months 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
- SOCIAL SECURITY SCOTLAND
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
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=OCT540413
Multi Channel Contact Centre and Telephony Service - Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.
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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