--- title: "Cambridge City Council - IVR Service" ocid: "ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006.json" source: "Contracts Finder" current_stage: "Tender" buyer: "CAMBRIDGESHIRE DISTRICT COUNCILS" published: "2019-09-13" --- # Cambridge City Council - IVR Service Buyer: CAMBRIDGESHIRE DISTRICT COUNCILS Current stage: Tender OCID: ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006.json) ## Summary Cambridge City Council is currently in the tender stage for their IVR Service project, which seeks suppliers to provide a 24/7 Interactive Voice Response (IVR) service for various customer services including revenue services, housing benefit, and environmental services. This procurement is classified under "Telephone and data transmission services" and has a tender period ending on 27 September 2019, with the contract commencing on 28 September 2019 and concluding on 5 October 2019. The project is located in the East of England, United Kingdom, and aims to ensure service efficiency and customer satisfaction through modern communication solutions. This tender presents an excellent opportunity for businesses specialising in telecommunications, software development, and customer service solutions to expand their operations. Companies that can demonstrate experience with local authorities and possess the capability to deliver high uptime and quick resolution times would be particularly well-suited to compete. Small and medium enterprises (SMEs) are encouraged to apply, especially those capable of providing customised scripts and robust data management features, as successful bids can foster long-term partnerships with local government bodies. ## Notice Cambridge City Council is looking to receive expressions of interest in providing a 24/7 IVR service to it's Customer Services department for the following services: * Revenue Services * Housing Benefit * Council Tax Reduction * Environmental Services * Waste and Street services * City Centre management * Planning The supplier should be able to provide outline scripts for customisation by Cambridge City Council for these services. The IVR service should be able to collect data from customers using speech recognition and email this in real time to the customer. It should also be able to text web-links to customers mobiles when requested. The IVR system should be able to be modified on a scheduled as well as an ad hoc basis. Adhoc changes should be completed within 5 working days. The supplier should be able to guarantee 99+% uptime and a resolution time of less than 4 hours for priority issues. The suppliers system should be able to manage in excess of 90,000 calls per annum and be able to deliver a seem less service to the customers of Cambridge city Council specifically: Customers should be able to easily navigate through the IVR The transfer of calls back to Customer Services Caller ID of customer numbers is retained. Cambridge City Council should be able to receive automated reports on usage as well as be able to create customised reports on the following metrics - this is not an exhaustive list: * Call volumes * Call durations * Call volumes by service/line * Number of data collections * Number of web link texts Please provide examples of where this service has been delivered with other local authorities. Please can you confirm you are able to deliver the above service as at a minimum. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/aea0b6bc-f356-4f40-a84e-b9d012107c50 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not applicable | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 13 Sep 2019 | | Submission deadline | 27 Sep 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 27 Sep 2019 - 5 Oct 2019 | | 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 | CAMBRIDGESHIRE DISTRICT COUNCILS | | Locality | CAMBRIDGE | | Post town | Cambridge | | Postcode | CB2 3QJ | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH4 Cambridgeshire and Peterborough | | ITL 3 | TLH42 Cambridgeshire CC | | Local authority | Cambridge | | Electoral ward | Market | | Westminster constituency | Cambridge | | Delivery location | Not specified | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64210000 - Telephone and data transmission services ## Release History - 13 Sep 2019 at 11:46 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/aea0b6bc-f356-4f40-a84e-b9d012107c50 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/aea0b6bc-f356-4f40-a84e-b9d012107c50 13th September 2019 - Opportunity notice on Contracts Finder - https://procontract.due-north.com/Advert?advertId=99d7fa23-1bd6-e911-80fa-005056b64545 Advert ## 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-b5c3c271-3551-4742-8033-8bb7732d6006. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b5c3c271-3551-4742-8033-8bb7732d6006.json.