---
title: "Contact Centre Software and Workforce Planning System"
ocid: "ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CARE QUALITY COMMISSION"
published: "2017-11-21"
---

# Contact Centre Software and Workforce Planning System

Buyer: CARE QUALITY COMMISSION  
Current stage: Award  
OCID: ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6.json)

## Summary

The procurement process involves the Care Quality Commission (CQC), which is seeking a Contact Centre Software and Workforce Planning System. This project falls under the services category in the telecommunications industry and is located in the United Kingdom. The procurement method is selective, with the contract being awarded through a call-off from a framework agreement. Key dates include the contract period which ran from 1 October 2015 to 30 September 2017, with the award date recorded as 25 June 2015.

Businesses that can offer advanced customer service solutions, particularly those specialising in multichannel communication platforms and workforce optimisation tools, will find opportunities to compete in this tender. This award to Vodafone Ltd demonstrates a preference for large suppliers, yet there remains potential for businesses with innovative solutions to engage in future similar projects by the CQC, thereby fostering growth in the telecommunications and IT services sectors.

## Notice

CQC require a multichannel customer service solution with intergrated fron office and back office workforce optimisation for its National Customer Service centre. The solution needs to support flexible deployment of multi skilled agents across front and back office areas. The system will allow managers to access reports, dashboards and real time data.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a80d7df2-4ff7-4572-b5d4-80b952ef2570 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Nov 2017 |
| Submission deadline | 13 May 2015 |
| Future notice date | Not specified |
| Award date | 24 Jun 2015 |
| Contract period | 30 Sep 2015 - 30 Sep 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £653,598 |
| Lots value | Not specified |
| Awards value | £653,598 |
| 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 | CARE QUALITY COMMISSION |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1W 9SZ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Pimlico North |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | VODAFONE |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32551400 - Telephone network

## Release History

- 21 Nov 2017 at 16:53 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a80d7df2-4ff7-4572-b5d4-80b952ef2570

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a80d7df2-4ff7-4572-b5d4-80b952ef2570
  21st November 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a9b2ec47-6b0c-4813-a427-a73bf1e9ea69
  CQC ICTC 23b

## 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-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-3db71bf3-ffc2-42c4-9c8a-bb3dcef4e9c6.json.