--- title: "Contact Centre as a Service" ocid: "ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2.json" source: "Contracts Finder" current_stage: "Tender" buyer: "NORFOLK COUNTY COUNCIL" published: "2023-08-01" --- # Contact Centre as a Service Buyer: NORFOLK COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2.json) ## Summary Norfolk County Council is procuring a new customer contact centre as a service, with the current contract ending on 31st March 2024. The primary objectives include enhancing security, resilience, user experience, and flexibility. The procurement method is an open procedure, with the tender period ending on 18th August 2023. The procurement is classified under IT services, consulting, software development, Internet and support, and additional classifications in radio, television, communication, telecommunication, software package, and information systems. This tender provides an opportunity for businesses in the IT services sector, particularly those focused on consulting, software development, and support. Companies offering communication and telecommunication solutions may also find this tender suitable. SMEs are favoured in this process, making it an attractive opportunity for small and medium-sized enterprises looking to engage with Norfolk County Council on this service provision project. ## Notice Norfolk County Council wishes to procure a new customer contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. The solution is on-premise. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. Norfolk County Council wishes to procure a new contact centre service. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services simplify and manage the migration from the current legacy system Additional information: This procurement will be managed electronically via the Council's e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the 'tenders' section and 'express an interest' to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk. Delivery Notes The estimate value in this notice does not include VAT and is for the first 5 years of the contract. The Council has the right to extend the contract by a period or periods not totalling more than 3 years. Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 1 Aug 2023 | | Submission deadline | 18 Aug 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Aug 2023 - 31 Jan 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORFOLK COUNTY COUNCIL | | Locality | NORFOLK | | Post town | Norwich | | Postcode | NR1 2DH | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH5 Norfolk | | ITL 3 | TLH51 Norwich and East Norfolk | | Local authority | Norwich | | Electoral ward | Lakenham | | Westminster constituency | Norwich South | | Delivery location | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 32000000 - Radio, television, communication, telecommunication and related equipment - 48000000 - Software package and information systems - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 1 Aug 2023 at 08:52 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77 - 10 Jul 2023 at 14:44 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77 1st August 2023 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/norfolkcc/aspx/ Additional information on how to apply for this contract ## Notice URLs - http://www.norfolk.gov.uk - https://in-tendhost.co.uk/norfolkcc - https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles ## 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-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2.json.