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Award of Mini Competition under CCS Framework Agreement RM6116 - for a Unified Communications Con...

Dundee City Council

This public procurement record has 1 release in its history.

Award

23 Sep 2026 at 13:55

PCS Notice - Quick Quote Award
Summary of the contracting process

Dundee City Council procured a cloud-based unified communications, contact-centre and customer-experience platform to replace its legacy on-premises telephony and contact-centre system. The integrated service is intended to support the Council’s digital strategy and improve services for residents and staff, while connecting with other Council systems. Required functions include desk-based telephony, voicemail, call recording, advanced call routing and voice contact-centre services. The platform is also expected to support multiple customer channels, including email, SMS, webchat and social media, alongside AI-enabled chatbots, conversational AI, automation and real-time insights. This is a combined communications and contact-centre requirement, rather than a standalone telephony supply: the solution must bring these capabilities together in one platform. The buying organisation is Dundee City Council, and the work is for its services in Dundee.

The procurement has been awarded following a mini-competition under the Network Services 3 framework, covering unified communications and contact-centre solutions. 8x8 UK (trading as 8x8) was selected for a single call-off contract, valued at £1,530,421.50. The contract is recorded as active. The procurement sought one integrated solution across both service areas, with bidders required to hold positions on both relevant framework lots and demonstrate delivery either as prime contractor or through a defined consortium or subcontractor arrangement. Eight bids were recorded. The source gives no award date or contract-period dates, so these cannot be stated. The evaluation criteria are not reported in the available process information.

For suppliers hoping to compete when Dundee City Council next requires this service, the award demonstrates demand for an integrated cloud platform spanning unified communications and customer experience, not separate stand-alone products. A credible competitor would need to combine telephony, voicemail, recording, advanced call routing and voice contact-centre functions with digital channels such as email, SMS, webchat and social media. The Council also sought capacity for AI-enabled chatbots and conversational AI, automation, real-time insights, and integration with other Council systems. The previous arrangement was an on-premises telephony and contact-centre system, so capability to move the Council to a modern cloud service is relevant. Suppliers would need to meet the framework qualification across both service areas and show they can deliver the combined requirement as a prime contractor or through a clearly defined consortium or subcontracting model.

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Notice Information

Notice Title

Award of Mini Competition under CCS Framework Agreement RM6116 - for a Unified Communications Con...

Notice Description

Mini Competition under Crown Commercial Service Framework Agreement RM6116 - Network Services 3 relating to the purchase of a Unified Communications, Contact Centre and Customer Experience Platform , calling off from Lots 4b Digital Communication Services (Unified Communications and Lot 4c (Contact Centre Solutions).Dundee City Council intends to award a single Call-Off Contract for Lot 4b (Unified Communications) AND Lot 4c (Contact Centre Solutions). Bidders must be able to demonstrate that they can deliver an integrated solution covering the requirements of both lots, either as the prime contractor or via a defined consortium/subcontractor model. Please note, Bidders MUST be on both Lots 4b and 4c to be eligible to submit a bid for the mini competition. This is one of the pass/fail requirements within the documentation.Dundee City Council have developed a digital strategy to maximise the potential of digital technologies and improve outcomes and services for all our citizens and employees, in a way which supports the delivery of the Council's priorities and to design a modern digital Council.A key project on this journey is the adoption of a new cloud-based, omni-channel customer experience platform that will drive innovation and transformation of Council services.The Council's current telephony and contact centre system is a legacy on-premise system. The contract for licensing and maintenance of this system expires at the end of September 2026. Rather than make significant investment in this platform the Council are taking the opportunity to procure a modern, cloud-based platform, which can easily integrate with other Council systems and provide an enhanced customer experience that will be suitable for current and future digital services.The solution must be capable of supporting current desk-based telephony, voicemail, call recording, advanced call routing and voice channel contact centre requirements. It should also include the capability for AI driven chatbots, webchat, automation, real-time insights and within a single platform support multiple channels of customer engagement such as email, SMS, conversational AI and Social Media.Please see attached documentation for more information.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000818318
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP565100
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Quick Quote Award
Procurement Type
Framework
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

64 - Postal and telecommunications services

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

CPV Codes

64214200 - Telephone switchboard services

64214400 - Communication land-line rental

64227000 - Integrated telecommunications services

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

72200000 - Software programming and consultancy services

72263000 - Software implementation services

72267000 - Software maintenance and repair services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£1,530,421 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
23 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Dundee City Council
Additional Buyers

Argyll and Bute Council

Consumer Scotland

Dumfries and Galloway Council

Fife Council

Moray Council

North Lanarkshire Council

Perth & Kinross Council

Registers of Scotland

Scottish Borders Housing Association

Scottish Government

The Highland Council

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 1QE
Postcode Area
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
Not specified
Local Authority
Dundee City
Electoral Ward
Maryfield
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
28
Supplier Names

8x8 UK Limited

NEC Software Solutions UK Limited

FRP Advisory

Mitie

Turner & Townsend

Jump Research

Chase Services Group Ltd

Houlder Limited

IFF Research

Hays Specialist Recruitment Ltd

GC Insight Ltd

Amey OW Ltd

Beam Up Ltd

Gemmell & Prout Marine Limited

Venesky Brown Ltd

SKODA UK

HaskoningDHV UK Ltd

William Yule & Son Limited

LEARNING POOL LIMITED

Abbeyfield Kirkcaldy Society Limited

Sanderson Government and Defence

Helpthemove Ltd

George Brown & Sons Engineers (Leith) Limited

VWR International Ltd

WSP UK Limited

Stantec UK Ltd

Galliford Try Construction Ltd

Specialist Computer Centres

Further Information

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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