---
title: "RES/IT - Intelligent IVR Solution Citizens Service Centre (Channel Shift project)"
ocid: "ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BRISTOL CITY COUNCIL"
published: "2024-09-16"
---

# RES/IT - Intelligent IVR Solution Citizens Service Centre (Channel Shift project)

Buyer: BRISTOL CITY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5

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## Summary

Bristol City Council has completed the procurement process for an "Intelligent IVR Solution" aimed at enhancing the Citizen Service Centre as part of its Channel Shift project. This project is a component of a larger Digital Transformation Programme to reduce operating costs and streamline citizen interactions through advanced AI conversational systems. This procurement falls under the Software package and information systems category (CPV code 48000000). The procurement was conducted using an open procedure and the contract, worth £920,000, will run from 9th September 2024 to 8th September 2026. Key locations related to this procurement include BS1 5TR in Bristol and are intended to serve the United Kingdom, British Oversea Territories, Channel Islands, the Isle of Man, Europe, and the Rest of the World.

This tender presents substantial opportunities for businesses specialising in AI-driven solutions and software systems, particularly those geared towards enhancing customer service operations. SMEs with capabilities in developing intelligent IVR solutions tailored for large-scale public sector organisations will find this tender particularly advantageous. The open procurement method used in this process ensured a competitive bidding environment, allowing diverse businesses, including SMEs, to participate and potentially secure significant contracts that support their growth and innovation objectives. ICS.AI Limited, a supplier with a strong focus on AI technology, has been awarded this contract, demonstrating the demand for highly specialised tech firms in public procurement.

## Notice

The channel shift project (part of the wider Digital Transformation Programme) is looking to procure an intelligent IVR solution. The main objective of this project is to reduce contact into the Citizen Service Centre and reduce its operating costs. The solution should offer a conversational language model (AI) that would be available to citizens when they call.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b148b160-0956-4adb-aedd-45cac468ada4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Sep 2024 |
| Submission deadline | 6 Sep 2024 |
| Future notice date | Not specified |
| Award date | 6 Sep 2024 |
| Contract period | 8 Sep 2024 - 8 Sep 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £920,000 |
| Lots value | Not specified |
| Awards value | £920,000 |
| 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 | BRISTOL CITY COUNCIL |
| Locality | BRISTOL |
| Post town | Bristol |
| Postcode | BS1 5TR |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK51 Bristol, City of |
| Local authority | Bristol, City of |
| Electoral ward | Hotwells and Harbourside |
| Westminster constituency | Bristol Central |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ICS.AI |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 16 Sep 2024 at 08:50 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b148b160-0956-4adb-aedd-45cac468ada4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b148b160-0956-4adb-aedd-45cac468ada4
  16th September 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.bristol.gov.uk/

## 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-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-4952bbb6-9842-44c3-8215-62f466040df5.json.