---
title: "QU027 - Provision of Contact Centre specialist skills, experience and knowledge to review the current service provided by satellite contact centres. - AWARD"
ocid: "ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BIRMINGHAM CITY COUNCIL"
published: "2016-11-18"
---

# QU027 - Provision of Contact Centre specialist skills, experience and knowledge to review the current service provided by satellite contact centres. - AWARD

Buyer: BIRMINGHAM CITY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b

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## Summary

The procurement process involves Birmingham City Council seeking a partner to provide specialist skills for the review and integration of existing satellite contact centres into a unified structure. This initiative falls within the call centre industry category and is located in Birmingham, West Midlands. The contract is currently in the award stage, with the procurement process having been conducted through an open procedure. The contract period is set to commence on 1st June 2016 and conclude on 31st December 2016, following a tender submission deadline of 12:00 noon on 10th May 2016.

This tender presents significant opportunities for businesses specialising in project management, consultancy, and contact centre solutions, particularly those with experience in integration and process mapping. Companies that possess expertise in customer relationship management software and organisational restructuring would be well-placed to compete for this contract. The successful transition of satellite centres will require a solid understanding of governance, stakeholder engagement, and effective communication, making this an excellent opportunity for firms looking to expand their portfolio in public sector services.

## Notice

The Council is seeking the support of an experienced partner who can provide and deliver specialist advice and detailed practical experience of integrating existing contact centres into a single structure to ensure it is fit for purpose, delivers value for money and offers a quality service to the citizens of Birmingham. The key objectives of this contract are: * To review existing content, processes and procedures in disparate satellite Contact Centres and develop an effective transition strategy that will successfully transition the satellite contact centres to the central contact centre with minimum disruption to citizens. To achieve these objectives, the provider will manage the transition of services including: * Successful transfer of 2 satellite contact centres into the corporate contact centre * Expert project management leading on governance, planning, tracking, reporting and senior stakeholder engagement * Design changes to organisation structures and operating models * As-Is and To-Be process mapping including handoffs * Assess knowledge management requirements and implement a solution using existing tools * Support and advise on the design of new training material * Support the consultation and communications requirements of the projects * Identify and draw up SLA requirements BCC will be using its e-tendering system (in-tend) for the administration of this tender process and providers must register with the system to be able to express an interest and download details. The web address is: https://in-tendhost.co.uk/birminghamcc/aspx/Home Registration and use of in-tend is free. All correspondence for this procurement process must be via the in-tend correspondence function. If you are unable to register with in-tend please either email us at cps@birmingham.gov.uk or call 0121 464 8000. Your completed tender submission should be returned by 12:00 noon on Tuesday 10th May 2016 using the Supplier Portal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7a2598b4-0499-4768-a9d2-e8cc21af4582 |
| 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 | 18 Nov 2016 |
| Submission deadline | 10 May 2016 |
| Future notice date | Not specified |
| Award date | 2 Jun 2016 |
| Contract period | 31 May 2016 - 31 Dec 2016 |
| 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 | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BIRMINGHAM CITY COUNCIL |
| Locality | WEST MIDLANDS |
| Post town | Birmingham |
| Postcode | B4 7WB |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Newtown |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLG West Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NAVIGATION PARTNERS |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 71 - Architectural, construction, engineering and inspection services
- 72 - IT services: consulting, software development, Internet and support
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48331000 - Project management software package
- 48333000 - Contact management software package
- 48445000 - Customer Relation Management software package
- 48781000 - System management software package
- 71242000 - Project and design preparation, estimation of costs
- 72212331 - Project management software development services
- 72212333 - Contact management software development services
- 72224000 - Project management consultancy services
- 75112100 - Administrative development project services
- 79342300 - Customer services
- 79400000 - Business and management consultancy and related services
- 79410000 - Business and management consultancy services
- 79415000 - Production management consultancy services
- 79512000 - Call centre

## Release History

- 18 Nov 2016 at 20:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7a2598b4-0499-4768-a9d2-e8cc21af4582

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7a2598b4-0499-4768-a9d2-e8cc21af4582
  3rd June 2016 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://in-tendhost.co.uk/birminghamcc/aspx/Home

## 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-bdc7997a-adc9-11e6-9901-0019b9f3037b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-bdc7997a-adc9-11e6-9901-0019b9f3037b.json.