---
title: "TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services"
ocid: "ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DERBYSHIRE COUNTY COUNCIL"
published: "2018-01-25"
---

# TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services

Buyer: DERBYSHIRE COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4)  
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## Summary

Derbyshire County Council is seeking suppliers for the project titled "TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services." This tender falls under the IT services and software industry category and is located in the East Midlands, United Kingdom. The procurement method employed is a selective procedure, and the tender process has been completed with a total contract value of £650,000. The contract period commenced on December 8, 2017, and is set to conclude on December 7, 2022. The award for this tender was made on September 27, 2017, and published on January 25, 2018.

This contract represents a significant opportunity for businesses specializing in telephony, multi-channel customer service solutions, and IT consulting services. Companies with expertise in developing and implementing contact centre technologies, particularly those that can provide scalable and adaptable solutions, would be well-suited to compete in future tenders similar to this one, especially those interested in serving public sector clients. The capacity to deliver training, support, and maintenance services would further enhance a company's eligibility and suitability for such contracts.

## Notice

The Council requires an internally hosted contact centre telephony and multi-channel solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer interaction s regardless of channel. Associated services include training, implementation, support and maintenance and ad hoc consultancy. A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, social media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365. The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and. Government bodies who will not have access to the Solution themselves.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0f0f5dcb-4bac-4bdd-a192-6e7e753462bd |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Restricted procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jan 2018 |
| Submission deadline | 9 Jun 2017 |
| Future notice date | Not specified |
| Award date | 26 Sep 2017 |
| Contract period | 8 Dec 2017 - 7 Dec 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £650,000 |
| Lots value | Not specified |
| Awards value | £650,000 |
| 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 | DERBYSHIRE COUNTY COUNCIL |
| Locality | MATLOCK |
| Post town | Derby |
| Postcode | DE4 3AG |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF1 Derbyshire and Nottinghamshire |
| ITL 3 | TLF13 South and West Derbyshire |
| Local authority | Derbyshire Dales |
| Electoral ward | Matlock West |
| Westminster constituency | Derbyshire Dales |
| Delivery location | TLF East Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NETCALL TELECOM |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 25 Jan 2018 at 13:53 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0f0f5dcb-4bac-4bdd-a192-6e7e753462bd

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0f0f5dcb-4bac-4bdd-a192-6e7e753462bd
  25th January 2018 - 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-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4.json.