--- title: "Customer Services AI Agent" ocid: "ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78.json" source: "Contracts Finder" current_stage: "Award" buyer: "DONCASTER MBC" published: "2020-10-07" --- # Customer Services AI Agent Buyer: DONCASTER MBC Current stage: Award OCID: ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78.json) ## Summary The Doncaster Borough Council has initiated a tender titled "Customer Services AI Agent," aimed at delivering an AI solution for multiple communication channels, starting with Waste and Recycling services. This procurement process falls under the services industry category, specifically the Software package and information systems (CPV Code: 48000000). The tender was published on 7th October 2020, with the contract period spanning from 1st September 2020 to 1st September 2022. The open procurement method will allow interested parties to submit their proposals; however, the tender period concluded on 17th August 2020, and the award was made to two successful suppliers, Brainstorm Mobile Solutions Ltd and Engage Hub, on 19th August 2020. This contract presents a significant opportunity for tech companies specialising in AI and software development, particularly those with experience in customer service automation. Businesses capable of integrating AI systems across various service areas, such as Waste and Recycling, Pest Control, and more, would find this contract aligns well with their service offerings. As the council looks to enhance its digital service capabilities, understanding AI implementation within public sector frameworks will be a crucial advantage for competitive bidders. ## Notice Doncaster Borough Council ("The Council") invite detailed proposals to provide Doncaster Council with a solution that will deliver AI (Artificial Intelligence) across a number of different channels including Voice over Telephony; the council has a chat bot solution using Google DialogFlow that is used on Amazon Alexa. Initially we will require Telephony using a specific service area, which is Waste and Recycling. However, depending on the success of this first integration the council expects the provided solution should be capable of both AI through Telephony and it should be capable of integrating other services areas such as (and not restricted to) Pest Control, Antisocial Behaviour, Dump Rubbish, Planning, High Ways and Street Scene. The council has a website that allows residents to self-serve this can be found at https://www.doncaster.gov.uk/, the initial service we wish to have delivered on AI Telephony is Waste and Recycling the processes and information for this service can be found on the website at https://www.doncaster.gov.uk/services/bins-recycling-waste. This is a 2 year contract with x2 1 year extensions. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/31c8c050-d603-4cfc-b635-96435938db55 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 7 Oct 2020 | | Submission deadline | 17 Aug 2020 | | Future notice date | Not specified | | Award date | 18 Aug 2020 | | Contract period | 31 Aug 2020 - 1 Sep 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £65,000 | | Lots value | Not specified | | Awards value | £65,000 | | 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 | DONCASTER MBC | | Locality | DONCASTER | | Post town | Doncaster | | Postcode | DN1 3BU | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE3 South Yorkshire | | ITL 3 | TLE35 Doncaster | | Local authority | Doncaster | | Electoral ward | Town | | Westminster constituency | Doncaster Central | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 2 | | Supplier names | BRAINSTORM MOBILE SOLUTIONS; ENGAGE HUB | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 7 Oct 2020 at 09:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/31c8c050-d603-4cfc-b635-96435938db55 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/31c8c050-d603-4cfc-b635-96435938db55 7th October 2020 - Awarded contract notice on Contracts Finder - https://procontract.due-north.com/Advert?advertId=5b690da3-2048-ea11-80ff-005056b64545 Advert ## Notice URLs - http://www.doncaster.gov.uk/ - https://www.doncaster.gov.uk/ - https://www.doncaster.gov.uk/services/bins-recycling-waste ## 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-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78.json.