--- title: "DoF - Digital NI - Contact Centre Services for Government" ocid: "ocds-h6vhtk-0293a1" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0293a1" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0293a1.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0293a1.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "DEPARTMENT OF FINANCE DOF" published: "2021-02-16" --- # DoF - Digital NI - Contact Centre Services for Government Buyer: DEPARTMENT OF FINANCE DOF Current stage: Tender OCID: ocds-h6vhtk-0293a1 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0293a1) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0293a1.json) ## Summary The Department of Finance (DoF) is currently in the planning stage of a public procurement process for the contract titled “DoF - Digital NI - Contact Centre Services for Government.” This tender, classified under the services category with a CPV code for call centres (79512000), aims to establish a fully managed contact centre solution to serve various governmental departments in Northern Ireland, including the Northern Ireland Civil Service. Key components of the tender include the management of a 24/7 Flooding Incident Line and Emergency Response services, as well as the scalability of solutions for future public sector needs. The estimated value of the contract is £100 million over a nine-year period, with an initial implementation period commencing upon the contract award, planned for completion by 10 October 2022. The procurement is structured to accommodate both Phase 1 and Phase 2 organisations, enhancing service consolidation and cost savings across the NI public sector. This tender represents a significant opportunity for businesses specialising in contact centre solutions and technology management, particularly those capable of delivering scalable infrastructure and resources for government services. Companies with expertise in emergency response communication systems and those experienced in managing transitional processes in public sector environments would be well-positioned to compete for this contract. The involvement of multiple NI public sector departments further indicates a broad scope for service provision, allowing businesses to leverage their capabilities across a diverse range of governmental needs. ## Notice DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government's recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations). ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/003130-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 16 Feb 2021 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | 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 | Not specified | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | DEPARTMENT OF FINANCE DOF | | Locality | BELFAST | | Post town | Northern Ireland | | Postcode | BT3 9ED | | Country | Northern Ireland | | ITL 1 | TLN Northern Ireland | | ITL 2 | TLN0 Northern Ireland | | ITL 3 | TLN06 Belfast | | Local authority | Belfast | | Electoral ward | Sydenham | | Westminster constituency | Belfast East | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 16 Feb 2021 at 17:16 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/003130-2021 ## Notice URLs - https://etendersni.gov.uk/epps ## 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-h6vhtk-0293a1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0293a1.json.