{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-04e4ba-2026-01-05T11:38:16Z", "date": "2026-01-05T11:38:16Z", "ocid": "ocds-h6vhtk-04e4ba", "initiationType": "tender", "tender": { "id": "ocds-h6vhtk-04e4ba", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "Contact Centre Management System", "classification": { "scheme": "CPV", "id": "64200000", "description": "Telecommunications services" }, "mainProcurementCategory": "services", "description": "Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.", "amendments": [ { "id": "4", "unstructuredChanges": [ { "oldValue": { "date": "2025-03-26T10:00:00Z" }, "newValue": { "date": "2025-04-09T10:00:00+01:00" }, "where": { "section": "IV.2.2", "label": "Time limit" } }, { "oldValue": { "date": "2025-03-26T10:30:00Z" }, "newValue": { "date": "2025-04-09T10:30:00+01:00" }, "where": { "section": "IV.2.7", "label": "Conditions for opening of tenders" } } ], "description": "deadline extended following bidder requests." }, { "id": "5", "unstructuredChanges": [ { "oldValue": { "date": "2025-04-09T10:00:00+01:00" }, "newValue": { "date": "2025-04-21T12:00:00+01:00" }, "where": { "section": "IV.2.2", "label": "Time limit" } }, { "oldValue": { "date": "2025-04-09T10:30:00+01:00" }, "newValue": { "date": "2025-04-21T17:00:00+01:00" }, "where": { "section": "IV.2.7", "label": "Conditions for opening of tenders" } } ], "description": "Delay to addressing tender queries." }, { "id": "6", "unstructuredChanges": [ { "oldValue": { "date": "2025-04-21T12:00:00+01:00" }, "newValue": { "date": "2025-04-22T12:00:00+01:00" }, "where": { "section": "IV.2.2", "label": "Time limit" } }, { "oldValue": { "date": "2025-04-21T17:00:00+01:00" }, "newValue": { "date": "2025-04-22T17:00:00+01:00" }, "where": { "section": "IV.2.7", "label": "Conditions for opening of tenders" } } ], "description": "Previous date fell on a bank holiday." } ], "status": "complete", "value": { "amount": 420000, "currency": "GBP" }, "lots": [ { "id": "1", "description": "Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.", "contractPeriod": { "durationInDays": 2520 }, "hasRenewal": true, "renewal": { "description": "Contract is being let on an initial three-year basis, with options to extend by 2 further two-year periods. Anticipated renewal will be 2032" }, "submissionTerms": { "variantPolicy": "notAllowed" }, "hasOptions": false, "status": "cancelled", "awardCriteria": { "criteria": [ { "name": "Technical", "type": "quality", "description": "25" }, { "name": "Quality", "type": "quality", "description": "45" }, { "type": "price", "description": "30" } ] } } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "64214000", "description": "Dedicated-business telephone network services" }, { "scheme": "CPV", "id": "64214200", "description": "Telephone switchboard services" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "79511000", "description": "Telephone operator services" } ], "deliveryAddresses": [ { "region": "UK" }, { "region": "UK" } ], "relatedLot": "1" } ], "submissionMethod": [ "electronicSubmission" ], "submissionMethodDetails": "http://www.mytenders.co.uk", "documents": [ { "id": "economic1", "documentType": "economicSelectionCriteria" }, { "id": "technical1", "documentType": "technicalSelectionCriteria" } ], "procurementMethod": "open", "procurementMethodDetails": "Open procedure", "coveredBy": [ "GPA" ], "tenderPeriod": { "endDate": "2025-03-26T10:00:00Z" }, "submissionTerms": { "languages": [ "en" ], "bidValidityPeriod": { "durationInDays": 90 } }, "awardPeriod": { "startDate": "2025-03-26T10:30:00Z" }, "bidOpening": { "date": "2025-03-26T10:30:00Z" }, "hasRecurrence": true, "recurrence": { "description": "This contract is likely to be re procured in 2032 providing all extension options are taken." } }, "parties": [ { "id": "GB-FTS-132375", "name": "Leeds Federated Housing Association Ltd", "identifier": { "legalName": "Leeds Federated Housing Association Ltd" }, "address": { "streetAddress": "The Tannery, 91 Kirstall Road", "locality": "Leeds", "region": "UK", "postalCode": "LS3 1HS", "countryName": "United Kingdom" }, "contactPoint": { "name": "Helen Thompkins", "telephone": "+44 1133861000", "email": "hello@leedsfed.com", "url": "http://www.mytenders.co.uk" }, "roles": [ "buyer" ], "details": { "url": "http://www.lfha.co.uk", "buyerProfile": "https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA40689", "classifications": [ { "id": "BODY_PUBLIC", "scheme": "TED_CA_TYPE", "description": "Body governed by public law" }, { "id": "06", "scheme": "COFOG", "description": "Housing and community amenities" } ] } }, { "id": "GB-FTS-103", "name": "Public Procurement Review Service", "identifier": { "legalName": "Public Procurement Review Service" }, "address": { "streetAddress": "Cabinet Office", "locality": "London", "countryName": "United Kingdom" }, "contactPoint": { "telephone": "+44 3450103503", "email": "publicprocurementreview@cabinetoffice.gov.uk" }, "roles": [ "reviewBody" ], "details": { "url": "https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit" } }, { "id": "GB-FTS-170477", "name": "IP Exchange Limited", "identifier": { "legalName": "IP Exchange Limited" }, "address": { "streetAddress": "Ground Floor, Statham House, Lancastrian, Talbot Road", "locality": "Stretford", "region": "UKD3", "postalCode": "M32 0FP", "countryName": "United Kingdom" }, "roles": [ "supplier" ], "details": { "scale": "sme" } } ], "buyer": { "id": "GB-FTS-132375", "name": "Leeds Federated Housing Association Ltd" }, "language": "en", "description": "(MT Ref:236299)", "awards": [ { "id": "000230-2026-1", "relatedLots": [ "1" ], "status": "active", "suppliers": [ { "id": "GB-FTS-170477", "name": "IP Exchange Limited" } ] } ], "contracts": [ { "id": "000230-2026-1", "awardID": "000230-2026-1", "status": "active", "value": { "amount": 350000, "currency": "GBP" }, "dateSigned": "2025-10-01T00:00:00+01:00" } ], "bids": { "statistics": [ { "id": "1", "measure": "bids", "relatedLot": "1", "value": 21 }, { "id": "2", "measure": "smeBids", "relatedLot": "1", "value": 21 }, { "id": "3", "measure": "foreignBidsFromEU", "relatedLot": "1", "value": 0 }, { "id": "4", "measure": "foreignBidsFromNonEU", "relatedLot": "1", "value": 21 }, { "id": "5", "measure": "electronicBids", "relatedLot": "1", "value": 21 } ] } }