---
title: "CWC22183 - Omnichannel"
ocid: "ocds-h6vhtk-03c6cc"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03c6cc"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c6cc.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c6cc.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "WOLVERHAMPTON CITY COUNCIL"
published: "2023-06-05"
---

# CWC22183 - Omnichannel

Buyer: WOLVERHAMPTON CITY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-03c6cc

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03c6cc.json)

## Summary

The Wolverhampton City Council is inviting tenders for a procurement process titled "CWC22183 - Omnichannel" in the goods category. The council is seeking an Omnichannel solution encompassing various communication methods like Telephone, Email, Text, Chatbot, Webchat, and Social media. The project aims to enhance customer experience and shift towards digital services. The procurement method is an open procedure, and the process has been initiated on May 5, 2023. The tender deadline is on June 8, 2023.

This tender by Wolverhampton City Council offers business growth opportunities for firms specializing in communication and multimedia software packages. Companies capable of providing Omnichannel solutions integrating AI technologies and Chatbot functionalities are well-suited to compete. The project focuses on improving citizen access to council services and streamlining customer interactions. Businesses keen on offering digital services and innovative customer-centric solutions would find this tender ideal for their growth prospects.

## Notice

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.

### Lot Information

Lot 1

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council's Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centred services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction - Chatbot. The solution must also include Webchat functionality - the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.

Renewal: The initial term will be for 3 years, with the option to extend for 4 years in the following periods 2+1+1 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/015877-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Jun 2023 |
| Submission deadline | 8 Jun 2023 |
| Future notice date | Not specified |
| Award date | 5 Jun 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £600,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Cancelled |
| Lots status | Cancelled |
| Awards status | Unsuccessful |
| 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 | TLG39 Wolverhampton |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48500000 - Communication and multimedia software package

## Release History

- 5 Jun 2023 at 14:59 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/015877-2023
- 5 May 2023 at 13:23 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012979-2023

## Notice URLs

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

## 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-03c6cc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03c6cc.json.