Award

Low Code Development & Contact Telephony Platform

EAST LOTHIAN COUNCIL

This public procurement record has 1 release in its history.

Award

11 Mar 2026 at 00:00

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

The procurement process initiated by East Lothian Council pertains to the provision of a "Low Code Development & Contact Telephony Platform." The council, situated in Haddington, East Lothian, seeks solutions under the industry category of General public services. This tender, employing an open procedure, focuses on services and is presently in the award stage as of March 11, 2026. Key developments include the signing of contracts on February 2, 2026. With locations catering to the UKM73 region, the process covers sophisticated integration solutions and modern cloud-based telephony systems. The procurement was completed under the framework: CCS RM6285 - Back Office Software 2, valued at £461,595.

This tender presents significant opportunities for businesses specialising in digital platforms and telephony solutions, particularly those capable of providing scalable, integration-ready systems that can enhance customer interactions and service delivery. Large-scale businesses with expertise in building bespoke case management systems and robust cloud solutions may find this tender particularly appealing. Although the tender process engaged only foreign businesses from outside the EU, it exemplifies the potential for extensive growth in public sector collaborations. Such engagements are also an avenue for enterprises aiming to establish or strengthen their foothold in the UK's public service sector and adapt to evolving digital needs.

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Notice Information

Notice Title

Low Code Development & Contact Telephony Platform

Notice Description

Low-code development platform that will enable the council to develop bespoke case management solutions

Lot Information

Lot 1

Low-code development platform that will enable the council to develop bespoke case management solutions. The platform will enable the council to provide 2 customer portals, one for citizens and a second for businesses and organisations, allowing users to request services. It will be used to provide all externally facing digital forms. Integration solution that will facilitate the transfer of data seamlessly between systems whether on-premise or cloud-hosted. Provision of a modern cloud based telephony platform that provides seamless, omni channel customer contact, with intelligent call routing, integrated call recording, and real time analytics. System to support skills based routing, queue management, and automated self service options, helping ensure that customers are connected to the right service area quickly and efficiently. Robust reporting capabilities to help teams monitor performance, understand customer demand, and improve service delivery. The solution integrates with the low-code development platform to provide agents with relevant contextual information during interactions, support remote and hybrid working, and deliver a consistent customer experience across voice and digital channels. Scalable, reliable, easy to administer system capable of supporting future enhancements as the council's customer contact needs evolve.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000826339
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR551510
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

98 - Other community, social and personal services

CPV Codes

98111000 - Services furnished by business organisations

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£461,595 £100K-£500K

Notice Dates

Publication Date
11 Mar 20264 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
2 Feb 20261 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
EAST LOTHIAN 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
HADDINGTON, EAST LOTHIAN
Postcode
EH41 3HA
Post Town
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM11 East Lothian and Midlothian
Delivery Location
TLM73 East Lothian and Midlothian
Local Authority
East Lothian
Electoral Ward
Haddington and Lammermuir
Westminster Constituency
Lothian East

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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