---
title: "Contact Centre and CRM Enablement"
ocid: "ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "South Tyneside Council"
published: "2026-11-04"
---

# Contact Centre and CRM Enablement

Buyer: South Tyneside Council  
Current stage: Award  
OCID: ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8

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## Summary

South Tyneside Council procured contact centre and customer relationship management (CRM) enablement services. The work covers contact centre delivery, including automation, self-service and improvements to the contact model, for the council in South Shields.

The procurement is complete and was awarded to PricewaterhouseCoopers LLP. The council used a selective call-off from the G Cloud 14 framework. The award date was 10 September 2026, and the contract runs from 10 September to 2 October 2026. The awarded value is £55,000. The stated submission deadline was 9 September 2026. The published information does not describe the evaluation criteria.

For a future requirement of this kind, credible suppliers would need to deliver contact centre services and demonstrate capability in automation, self-service and improving contact models. This award shows the council used a framework call-off for a short, focused piece of work. Small and medium-sized enterprises and voluntary, community and social enterprises were considered suitable for the procurement.

## Notice

Contact centre delivery services - automation, self-service and contact model improvement Additional information: Call off from G Cloud 14

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9b32358e-2f8e-4fb6-ad3c-e7fc3ba3c275 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Nov 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 10 Sep 2026 |
| Contract period | 10 Sep 2026 - 2 Oct 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £55,000 |
| Lots value | Not specified |
| Awards value | £55,000 |
| 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 | South Tyneside Council |
| Locality | SOUTH SHIELDS |
| Postcode area | Newcastle upon Tyne |
| Postcode | NE33 2RL |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | South Tyneside |
| Electoral ward | Beacon and Bents |
| Westminster constituency | South Shields |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PricewaterhouseCoopers LLP |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 4 Nov 2026 at 19:38 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9b32358e-2f8e-4fb6-ad3c-e7fc3ba3c275

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/9b32358e-2f8e-4fb6-ad3c-e7fc3ba3c275
  4th November 2026 - Awarded contract notice on Contracts Finder

## 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-b5470198-b4f2-4130-be6d-c376563ea3f8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b5470198-b4f2-4130-be6d-c376563ea3f8.json.