---
title: "2223-0366-Contact Centre Omnichannel Solution-G-Cloud 13-(RM61557.13)"
ocid: "ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ISLINGTON COUNCIL"
published: "2023-07-07"
---

# 2223-0366-Contact Centre Omnichannel Solution-G-Cloud 13-(RM61557.13)

Buyer: ISLINGTON COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801.json)

## Summary

The Islington Council has awarded a contract for a Contact Centre Omnichannel Solution as part of their Resident Experience Programme. The procurement had a value of £1,600,000 and was conducted using a selective procurement method, calling off from a framework agreement. The tender period ended on 17th April 2023, and the contract period is from 27th June 2023 to 26th June 2027. The location for delivery is London, United Kingdom, falling under the services category in the industry.

This tender presents an opportunity for small and medium-sized enterprises (SMEs) specialising in software packages and information systems to engage with Islington Council to enhance resident services through digital channels. The successful bidder, 8X8 UK Limited, will work with the council to improve customer experiences across digital, telephone, and face-to-face interactions. SMEs with expertise in technology-driven service transformations would be well-suited to compete for similar future opportunities with Islington Council.

## Notice

Islington Council has established a Resident Experience Programme to ensure residents get a great experience when contacting the council whether that be through our digital, telephone or face to face channels. The programme sets out to make the best use of technology to accelerate channel shift from traditional, and costly, channels such as a face to face and telephone to digital by making it the channel of choice whilst always considering access to services for those that are digitally excluded. To achieve this, the Council needs to invest in redesigning all our digital, telephone and face to face channels.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5f9634bc-469b-41d3-9be2-db5a41d30d9c |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Jul 2023 |
| Submission deadline | 17 Apr 2023 |
| Future notice date | Not specified |
| Award date | 22 May 2023 |
| Contract period | 26 Jun 2023 - 26 Jun 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,600,000 |
| Lots value | Not specified |
| Awards value | £717,493 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ISLINGTON COUNCIL |
| Locality | LONDON |
| Post town | North London |
| Postcode | N1 1XR |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI43 Haringey and Islington |
| Local authority | Islington |
| Electoral ward | Laycock |
| Westminster constituency | Islington South and Finsbury |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | 8X8 |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 7 Jul 2023 at 15:18 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5f9634bc-469b-41d3-9be2-db5a41d30d9c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/5f9634bc-469b-41d3-9be2-db5a41d30d9c
  7th July 2023 - Awarded contract notice on Contracts Finder

## 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-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801.json.