--- title: "Automated Telephony Services" ocid: "ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "CORNWALL COUNCIL" published: "2018-10-26" --- # Automated Telephony Services Buyer: CORNWALL COUNCIL Current stage: Tender OCID: ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b.json) ## Summary Cornwall Council is initiating a tender for "Automated Telephony Services" in the software implementation services category, located in the South West region of England. The tender, which is currently in the active stage, has a total value of £350,000, with a minimum threshold of £20,000. The tender period ends on 28th October 2018, with the contract expected to start on 27th November 2018 and last until 30th November 2018. The procurement method employed is an open procedure, aimed at facilitating a competitive and transparent bidding process. This tender offers significant opportunities for small and medium-sized enterprises (SMEs) and voluntary, community and social enterprises (VCSEs) to grow their business by providing automated solutions that enhance customer service efficiencies. Companies specialising in telephony software and services, customer contact solutions, and automation technologies would be particularly well-suited to compete for this contract, potentially addressing additional service areas beyond council tax during the lifetime of the contract. ## Notice As part of the Councils developing Customer Access Strategy, which underpins the business plan objective, there is a role for technology to enable these savings by assisting customers to self-serve and reduce the need for interaction for simple tasks from council officer's. Automated services provide support to customer contact and services by answering simple repetitive calls/emails through pre-defined options which resolve the customer's enquiry, captures their details if required and manages to initiate service requests within our back office. The automated service can resolve the majority of enquiries with fast, accurate and consistent responses, and according to our business rules transfers all those with more complex esquires straight to an officer. The contract will therefore initial cover council tax customers only, however, it may be extended to other services during the lifetime of the contract. Additional information: Please note the tender pack will be updated with responses to queries as and when they are issued. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/04495d51-c6cc-40e8-8299-27a6094c867e | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 26 Oct 2018 | | Submission deadline | 28 Oct 2018 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 27 Nov 2018 - 30 Nov 2018 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £350,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Cancelled | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | CORNWALL COUNCIL | | Locality | TRURO | | Post town | Truro | | Postcode | TR1 3AY | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK3 Cornwall and Isles of Scilly | | ITL 3 | TLK30 Cornwall and Isles of Scilly | | Local authority | Cornwall | | Electoral ward | Truro Boscawen & Redannick | | Westminster constituency | Truro and Falmouth | | Delivery location | TLK South West (England) | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72263000 - Software implementation services ## Release History - 26 Oct 2018 at 07:57 - TenderCancellation - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/04495d51-c6cc-40e8-8299-27a6094c867e - 26 Oct 2018 at 07:56 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8bfa6fcd-1226-4c25-b992-734688cc411f - 26 Oct 2018 at 07:51 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8bfa6fcd-1226-4c25-b992-734688cc411f - 18 Nov 2016 at 20:16 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8bfa6fcd-1226-4c25-b992-734688cc411f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/04495d51-c6cc-40e8-8299-27a6094c867e 26th October 2018 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/8bfa6fcd-1226-4c25-b992-734688cc411f 26th October 2018 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/9e772fe0-9f1a-43a0-8178-910aa60d36bb Tender Pack - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d474e7bc-89b7-4c27-8027-8d775296951b Tender Pack - https://www.contractsfinder.service.gov.uk/Notice/Attachment/7f9d689e-c4b8-49e1-920f-604f85cfcadc Tender Pack - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d741aab1-77c6-4dd4-8bd6-101ad03fe138 Tender Pack ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-03d53c5f-adc9-11e6-9901-0019b9f3037b.json.