---
title: "Contact Management Solution"
ocid: "ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "POLICE AND CRIME COMMISSIONER FOR DYFED POWYS"
published: "2022-04-27"
---

# Contact Management Solution

Buyer: POLICE AND CRIME COMMISSIONER FOR DYFED POWYS  
Current stage: Award  
OCID: ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4

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## Summary

The Police and Crime Commissioner for Dyfed Powys is conducting a procurement for a Contact Management Solution, specifically seeking an Integrated Communication Control System (ICCS) for their Force Control Room based in Carmarthen, Wales. This procurement is currently in the Award stage, with an active contract valued at £3,580,851. The contract commenced on 1st December 2021 and is set to run until 30th November 2031. The tender was published on 23rd February 2021, with the tender period closing on 26th March 2021. This procurement falls under the services category, specifically regarding command, control, and communication systems. The procurement method utilised is selective, executed through a competitive procedure with negotiation above the threshold.

This tender represents substantial opportunities for technology firms specialising in integrated communications and cloud-based solutions, particularly those with experience in public safety and emergency services infrastructure. Businesses that provide multi-channel communication systems, customer relationship management applications, or those proficient in voice recording technology would be well-suited to compete for this contract. The innovative requirements stated in the tender, such as cloud-first deployment and integration with existing networks, indicate a preference for forward-thinking suppliers capable of delivering cutting-edge solutions. This could be an ideal opportunity for firms looking to expand their footprint in the public sector.

## Notice

Dyfed Powys Police has a history of operating a critical voice and data environment to meet the demands of front-line services to its citizens via the 999, 101 and various other services. DPP has one of the highest average speed times of answering calls for 999 across the UK. Dyfed Powys Police are now seeking to procure an Integrated Communication Control System (ICCS) and Contact Management Solution (including telephony platform) for the Force Control Room based at Headquarters, Carmarthen. Adopting a principle of 'cloud first' we are looking for a cloud based, high availability, easy to maintain and effective next generation ICCS/Contact Management Solution that supports both multichannel voice and digital communications and also interfaces with the current Airwave radio network. The system must also be available within our secondary site, based at our premises in Ammanford which acts as a backup site but this site can also be used as a staff training facility, business continuity events and so on. The corporate voice platform outside of the Force Control Room is currently Cisco Call Manager, interfacing into this would also be a requirement for the provision of call transfer etc. Technology within Policing is changing, the legacy Airwave network will evolve into ESN and the traditional delivery of emergency 999 calls over ISDN will be replaced by the requirement for SIP therefore the system we seek must be adaptable and will deliver to the force a seamless migration into next generation technologies. Obviously being a 24x7x365 service, we require that a service management support mechanism must also be available to reflect our operational needs should the system encounter any issues. The solution must also provide full voice recording and playback functionality across both the telephony and Airwave formats. Some of the other features we expect include: * Command & Control integration for multi-channel voice/digital communications and digital radio communication * Customer Relationship Management application * Easily customisable Interactive Voice Response attendant * Provision of location services for the mapping and dispatch of mobile units within Command & Control * Enhanced EISEC/EISEC 2 for BT subscriber service * Multi-channel contact and Airwave radio recording of calls with data tagging * Ability to dynamically adjust agent skills and call flows * Customisable agent reporting, live time displays and 'cradle to grave' reporting All documents are available on https://etenderwales.bravosolution.co.uk/web/login.shtml PQQ reference pqq_33083 Additional information: PQQ reference pqq_33083

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/fd2e24de-28f3-433c-a603-ab7553be671d |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation (above threshold) |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Apr 2022 |
| Submission deadline | 26 Mar 2021 |
| Future notice date | Not specified |
| Award date | 1 Dec 2021 |
| Contract period | 1 Dec 2021 - 30 Nov 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,580,851 |
| Lots value | Not specified |
| Awards value | £3,580,851 |
| 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 | POLICE AND CRIME COMMISSIONER FOR DYFED POWYS |
| Locality | CARMARTHEN |
| Post town | Swansea |
| Postcode | SA31 2PF |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL4 Mid and South West Wales |
| ITL 3 | TLL42 South West Wales |
| Local authority | Carmarthenshire |
| Electoral ward | Llangunnor |
| Westminster constituency | Caerfyrddin |
| Delivery location | TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | AIRWAVE SOLUTIONS |

## CPV Codes

### Divisions

- 35 - Security, fire-fighting, police and defence equipment

### Codes

- 35711000 - Command, control, communication systems

## Release History

- 27 Apr 2022 at 16:33 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/fd2e24de-28f3-433c-a603-ab7553be671d
- 23 Feb 2021 at 21:10 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/434f211a-c5d2-42ba-9eca-d2512041fac4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/fd2e24de-28f3-433c-a603-ab7553be671d
  27th April 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/434f211a-c5d2-42ba-9eca-d2512041fac4
  23rd February 2021 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cac73d95-d2d9-42a7-b3f4-c6238decc44a
- https://etenderwales.bravosolution.co.uk/web/login.shtml
  etender portal pqq

## 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-c1633ca7-cbd2-4299-aaed-4fcb979650e4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c1633ca7-cbd2-4299-aaed-4fcb979650e4.json.