---
title: "Contact Centre as a Service"
ocid: "ocds-h6vhtk-03d5e7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03d5e7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03d5e7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03d5e7.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "NORFOLK COUNTY COUNCIL"
published: "2023-08-03"
---

# Contact Centre as a Service

Buyer: NORFOLK COUNTY COUNCIL  
Current stage: Tender  
OCID: ocds-h6vhtk-03d5e7

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03d5e7)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03d5e7.json)

## Summary

The Norfolk County Council is seeking to procure a new contact centre as a service. The contract's primary focus is to enhance security, resilience, user experience, and flexibility for increased cloud service utilization. The current contract expires on 31st March 2024, driving the need for system migration. Key dates include a tender submission deadline extension to 18th August 2023.

This tender by Norfolk County Council offers business growth opportunities for IT service providers specializing in consulting, software development, and Internet support. Companies experienced in cloud services integration and contact centre solutions would be well-suited to compete. The procurement stage is currently at the tendering phase, inviting businesses to participate in an open procedure with a tender closure deadline of 11th August 2023.

## Notice

Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.

### Lot Information

Lot 1

Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.The estimate value included in this notice does not include VAT.The contract length is 5 years as the initial term with the right to extend by a period or periods of up to 3 years.

Options: The Council has the right to extend the contract by a period or periods totalling no more than 3 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/022618-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Aug 2023 |
| Submission deadline | 11 Aug 2023 |
| Future notice date | 9 Jul 2023 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £750,000 |
| Lots value | £750,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORFOLK COUNTY COUNCIL |
| Locality | NORWICH |
| Post town | Norwich |
| Postcode | NR1 2DH |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH51 Norwich and East Norfolk |
| Local authority | Norwich |
| Electoral ward | Lakenham |
| Westminster constituency | Norwich South |
| Delivery location | TLH15 Norwich and East Norfolk, TLH16 North and West Norfolk, TLH17 Breckland and South Norfolk |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 32000000 - Radio, television, communication, telecommunication and related equipment
- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 3 Aug 2023 at 14:00 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/022618-2023
- 10 Jul 2023 at 14:43 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/019650-2023
- 13 Jun 2023 at 14:42 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/016761-2023

## Notice URLs

- http://www.norfolk.gov.uk
- https://in-tendhost.co.uk/norfolkcc
- https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles
- https://in-tendhost.co.uk/norfolkcc/aspx/Home

## 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-03d5e7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03d5e7.json.