---
title: "CWC23106 - Omnichannel Solution"
ocid: "ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WOLVERHAMPTON CITY COUNCIL"
published: "2024-04-24"
---

# CWC23106 - Omnichannel Solution

Buyer: WOLVERHAMPTON CITY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba)  
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## Summary

The Wolverhampton City Council has awarded a contract for an Omnichannel Solution under the Crown Commercial Services Network Services 3 framework Lot 4c. The contract covers Telephone, Email, Text, Chatbot, Webchat, and Social media services for various Contact Centres within the city. The contract is valued at £2,476,924 and has an initial period of 3 years with extensions possible.

This tender presents an opportunity for businesses in the software and information systems industry to provide services related to Omnichannel solutions. Small and medium-sized enterprises (SMEs) and Voluntary, Community, and Social Enterprise (VCSE) organisations are well-suited to compete for this contract. The procurement process is currently in the award stage, and the contract period spans from 2024 to 2027, offering a stable revenue stream for the selected supplier.

## Notice

Wolverhampton City Council are awarding a contract following a further competition for the provision of an Omnichannel solution using Crown Commercial Services Network Services 3 framework Lot 4c: Contact Centre Services. The Omnichannel solution includes Telephone, Email, Text, Chatbot, Webchat and Social media. Within the scope of the project are five separate Contact Centres covering, Wolverhampton City Council's Revenues and Benefits, Customer Services and the Social Care Team (a combination of Children's and Adults), Wolverhampton Homes and West Midlands Pension Fund. The contract has been awarded for an initial period of 3 years with an option to extend for 2 + 1 + 1 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/402cfb59-9f5b-4dfd-bf71-0327d387fe2b |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 24 Apr 2024 |
| Submission deadline | 18 Oct 2023 |
| Future notice date | Not specified |
| Award date | 23 Jan 2024 |
| Contract period | 28 Mar 2024 - 27 Mar 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,476,924 |
| Lots value | Not specified |
| Awards value | £2,476,924 |
| 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 | WOLVERHAMPTON CITY COUNCIL |
| Locality | WOLVERHAMPTON |
| Post town | Wolverhampton |
| Postcode | WV1 1RL |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG39 Wolverhampton |
| Local authority | Wolverhampton |
| Electoral ward | St Peters |
| Westminster constituency | Wolverhampton West |
| Delivery location | TLG West Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CHARTERHOUSE VOICE & DATA |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 24 Apr 2024 at 13:25 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/402cfb59-9f5b-4dfd-bf71-0327d387fe2b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/402cfb59-9f5b-4dfd-bf71-0327d387fe2b
  24th April 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.wolverhampton.gov.uk

## 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-be1e7d80-c519-4be4-a0a4-8911b20b7bba. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-be1e7d80-c519-4be4-a0a4-8911b20b7bba.json.