--- title: "Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services" ocid: "ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e.json" source: "Contracts Finder" current_stage: "Tender" buyer: "DERBYSHIRE COUNTY COUNCIL" published: "2017-02-08" --- # Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services Buyer: DERBYSHIRE COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e.json) ## Summary DERBYSHIRE COUNTY COUNCIL is currently seeking suppliers for the "Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services". This tender is classified under the software package and information systems industry category, with a total contract value of £520,000 and a minimum value of £400,000. The procurement method is selective, following a restricted procedure, and the tender period will close on 9th March 2017. The contracted services are expected to be live by October 2017 and will have a contract duration of five years, with opportunities for extension. All services will be delivered to the East Midlands region of the United Kingdom. This tender presents a significant opportunity for businesses specialising in IT services, particularly those focusing on software development and consulting. Companies that provide customer service solutions, multi-channel communication technologies, or agile IT systems would be well-positioned to compete for this contract. The council is looking for suppliers who can offer training, implementation, and responsive customer support, making this an attractive opportunity for small and medium-sized enterprises (SMEs) with relevant expertise. ## Notice The Council requires an Internally Hosted Contact Centre Telephony and Multi-Channel Solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer Interactions regardless of Channel. The Solution should be implemented and live (Go-Live) by December 2017 at the latest. Associated services include training, implementation, support and maintenance and ad hoc consultancy. A Web Chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, Social Media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multichannel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365. The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and Government bodies who will not have access to the Solution themselves. The Contract shall for a period of 5 years with options to extend. This tender is being advertised in OJEU and a contract notice was submitted on 6/2/2017 - 2017/S 027-048528 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e5c70975-7b77-43c7-9fc8-9dc1e75abe3b | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Feb 2017 | | Submission deadline | 9 Mar 2017 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 26 Oct 2017 - 26 Oct 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £520,000 | | 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 | DERBYSHIRE COUNTY COUNCIL | | Locality | MATLOCK | | Post town | Derby | | Postcode | DE4 3AG | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF1 Derbyshire and Nottinghamshire | | ITL 3 | TLF13 South and West Derbyshire | | Local authority | Derbyshire Dales | | Electoral ward | Matlock West | | Westminster constituency | Derbyshire Dales | | Delivery location | TLF East Midlands (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48000000 - Software package and information systems - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 8 Feb 2017 at 15:58 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/e5c70975-7b77-43c7-9fc8-9dc1e75abe3b ## Documents - https://www.contractsfinder.service.gov.uk/Notice/e5c70975-7b77-43c7-9fc8-9dc1e75abe3b 8th February 2017 - Opportunity notice on Contracts Finder - https://procontract.due-north.com/Advert?advertId=2fc63b0d-12ee-e611-80dc-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-c6821138-488e-4c32-a8e7-975ae5a6d99e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c6821138-488e-4c32-a8e7-975ae5a6d99e.json.