---
title: "Provision of Telephony and Contact Centre Services"
ocid: "ocds-h6vhtk-02dd23"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02dd23"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02dd23.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02dd23.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX"
published: "2022-05-12"
---

# Provision of Telephony and Contact Centre Services

Buyer: NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX  
Current stage: Award  
OCID: ocds-h6vhtk-02dd23

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## Summary

The National Association of Citizens Advice Bureaux is conducting a procurement process for the "Provision of Telephony and Contact Centre Services," classified under the telecommunications network industry. This selective tender is currently in the active stage, with an end date for submissions set for 4th October 2021. The total contract value is estimated at £16,100,000, allowing for a possible 24-month extension. Bidders are required to demonstrate their qualifications and the capacity to deliver services effectively within specified timelines, with an emphasis on flexible and scalable solutions.

This procurement presents substantial opportunities for businesses specialising in telecommunication and contact centre solutions, especially those capable of offering bespoke services. Companies with expertise in integrating omnichannel communication methods, such as webchat and video services, will be well-suited to compete. Additionally, firms that can demonstrate reliability and value for money while supporting accessibility for users will have a competitive advantage. Engaging in this procurement could facilitate significant growth for suitable providers within the industry.

## Notice

The Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner.

### Lot Information

Lot 1

The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements. A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages: Selection Questionnaire (SQ) Stage Invitation to Participate in Dialogues (ITPD) Stage Final Submission Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure. The key objectives of the service are to provide platforms for advising the public that are: Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution. Flexible: we'll be able to change them to meet the changing needs of our clients and services Scalable: able to grow with us as an organisation Reliable: providing the consistency we need to deliver a great service Accessible: all of our users (staff and clients) will be able to use them Affordable: they'll deliver great value for money Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email. Additional information: To respond to this opportunity please click here https://www.mytenders.co.uk/

Options: Options: up to 24 months extension

Renewal: Please see attached documentation.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/012378-2022 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Competitive dialogue |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 May 2022 |
| Submission deadline | 4 Oct 2021 |
| Future notice date | Not specified |
| Award date | 10 May 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £16,100,000 |
| Lots value | £16,100,000 |
| Awards value | Not specified |
| Contracts value | £16,335,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC1A 4HD |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | City of London |
| Electoral ward | Aldersgate |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ACCENTURE |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32412100 - Telecommunications network
- 32510000 - Wireless telecommunications system

## Release History

- 12 May 2022 at 11:33 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/012378-2022
- 3 Sep 2021 at 15:55 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/021940-2021

## Notice URLs

- https://www.citizensadvice.org.uk/
- https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
- https://www.mytenders.co.uk/
- https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA37169

## 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-02dd23. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02dd23.json.