--- title: "The Development of Options for a future Technology Stack for Housing Call Centre's" ocid: "ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON BOROUGH OF LAMBETH" published: "2023-04-19" --- # The Development of Options for a future Technology Stack for Housing Call Centre's Buyer: LONDON BOROUGH OF LAMBETH Current stage: Tender OCID: ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266.json) ## Summary The London Borough of Lambeth, a public sector organisation in England, has initiated a tender titled "The Development of Options for a future Technology Stack for Housing Call Centre's" in the services category. The procurement stage is an open procedure (below the threshold) with the tender period ending on 28th April 2023. The contract period will run from 8th May 2023 to 31st December 2023. The tender aims to seek consultancy services to advise on an integrated product suite for a call centre, aligning with Lambeth's technology strategy and customer experience objectives. This tender from the London Borough of Lambeth presents an opportunity for consultancy businesses specializing in business software, database, IT services, and consulting to engage in providing tailored technology solutions. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organisations that can offer expertise in contact center telephony, chat bots, CRM, AI, web chat, and other related tools are well-suited to compete. By submitting proposals aligned with Lambeth's objectives, businesses can potentially secure a contract to deliver optimal technology solutions for the borough's call centre operations. ## Notice The London Borough of Lambeth published its Technology Strategy in 2020. The vision of the strategy is to deliver seamless technology and support that will increase workforce productivity and enhance the lives of Lambeth residents. Additionally, in June 2021 Lambeth launched its Customer Experience strategy with the vision We make access to all council services simple for all, ensure that we offer a quality customer-focused service end to end, and enable maximum self-service for those that can." 7. Specifically, the Customer Experience strategy aims to deliver on 4 strategic measurable objectives: * To deliver an improved and consistent customer experience. * Design our services in such a way that makes them easy to access * To invest in technology to enable us to deliver services in a way expectations. * Create the environment, facilities, and advocacy to support those who need it. Lambeth Council are seeking consultancy services that can provide 'product specialism' to advise on an integrated product suite that will provide the optimal technology to achieve the required outcomes for a best-in-class call centre. This is to include: 1: Options for a future state technology suite and analysis of best of class suppliers to ensure an integrated solution, with clear appraisal against our criteria, including a recommendation for the best fit for Lambeth. 2: The option analysis must provide sufficient detail for Lambeth to select a preferred technologies and author a business case. 3: An appraisal of all relevant technologies that could provide the required suite to achieve Lambeth's outcomes. Key deliverables of the engagement include but are not limited to and end product report detailing: * An options analysis for technologies and suppliers available that enable Lambeth's required objectives. At a minimum this should include Contact Centre Telephony, Chat Bots, Customer Portal, CRM, AI, Web Chat, Video Chat, Repairs diagnostics and Analytics and Reporting tools. * SWOT analysis or similar of each product * How the product will align with Lambeth's objectives * Any opportunities and details of potential return on investment * Any dependencies or risks * Indicative costs of each product (including implementation and ongoing costs) * A recommendation of the optimal product suite for Lambeth Proposal Submission Proposals should be submitted to the main contact on this Request for Quotations. Bidders are asked to Submit a Proposal consisting of a written response to the method statement key considerations attached and your completed Price Proposal. Your response to the Method Statement Questions must be kept to a maximum of 5 sides of A4 . A brief CV covering experience. A draft copy of the terms and conditions applicable for this contract is also attached for your information. Please refer to the Brief attached to ensure that all requirements are covered in your proposal. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8ed91fbf-ffb5-4804-835a-08dab0e807b2 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 19 Apr 2023 | | Submission deadline | 28 Apr 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 7 May 2023 - 31 Dec 2023 | | 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 | LONDON BOROUGH OF LAMBETH | | Locality | LONDON | | Post town | South West London | | Postcode | SW2 1NR | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI45 Lambeth | | Local authority | Lambeth | | Electoral ward | Brixton Rush Common | | Westminster constituency | Clapham and Brixton Hill | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48400000 - Business transaction and personal business software package - 48600000 - Database and operating software package - 48800000 - Information systems and servers - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 19 Apr 2023 at 15:25 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8ed91fbf-ffb5-4804-835a-08dab0e807b2 - 14 Apr 2023 at 14:04 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8ed91fbf-ffb5-4804-835a-08dab0e807b2 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8ed91fbf-ffb5-4804-835a-08dab0e807b2 19th April 2023 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/f86e3c0a-e80f-41f2-a408-260d91ad1594 Tender Notice & Technical Specification - https://www.contractsfinder.service.gov.uk/Notice/Attachment/2f7f4275-a58e-45fd-b0ff-d8c494a2a9d8 Draft Consultancy Contract - https://www.contractsfinder.service.gov.uk/Notice/Attachment/5d4a7e98-e8fc-4cb5-be66-064b239d0e2e This document has been updated as there was an error in the date for delivery. This has now been corrected. ## 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-b5fd17-6d964368-8580-4908-9eae-18b53a074266. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6d964368-8580-4908-9eae-18b53a074266.json.