--- title: "TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES" ocid: "ocds-h6vhtk-041cfa" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-041cfa" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-041cfa.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-041cfa.json" source: "Find A Tender Service" current_stage: "Award" buyer: "DUNDEE CITY COUNCIL" published: "2025-07-09" --- # TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES Buyer: DUNDEE CITY COUNCIL Current stage: Award OCID: ocds-h6vhtk-041cfa [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-041cfa) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-041cfa.json) ## Summary Dundee City Council has awarded a contract for the implementation of Omnichannel services, classified under information technology services, in the region of Dundee City, UK, identified as UKM71. This procurement process, which employed an open procedure, has reached the award stage, with Digital Modus Ltd as the successful supplier. The contract is valued at £142,664 and was signed on 7th May 2024, with an option to extend for a further two years. Originally initiated by Dundee City Council, this project was focused on enhancing customer service processes through automated chatbot and webchat facilities, and conversational automated intelligence to manage enquiries efficiently. This tender presents substantial opportunities for businesses in the field of information technology, particularly those specialising in automation and customer interaction solutions. Small and medium-sized enterprises (SMEs) with expertise in chatbots, webchat systems, and AI-driven customer service platforms could significantly benefit from engaging in similar contracts to develop and deploy tailored solutions that meet public sector needs. The project's scale and scope suggest potential for continued business growth and expansion into other service areas within the council, fostering sustainable procurement and contributing positively to the wider community through the mandated community benefits policy. ## Notice Implementation of Omnichannel Services ### Lot Information Lot 1 The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries. Options: Option to extend for 2 further years Renewal: Option to extend for 1 + 1 years ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/038495-2025 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Jul 2025 | | Submission deadline | 3 Jan 2024 | | Future notice date | Not specified | | Award date | 6 May 2024 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £147,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £142,664 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | DUNDEE CITY COUNCIL | | Locality | DUNDEE | | Post town | Dundee | | Postcode | DD1 1NZ | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM0 Eastern Scotland | | ITL 3 | TLM03 Angus and Dundee City | | Local authority | Dundee City | | Electoral ward | Maryfield | | Westminster constituency | Dundee Central | | Delivery location | TLM71 Angus and Dundee City | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | DIGITAL MODUS | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72222300 - Information technology services ## Release History - 9 Jul 2025 at 10:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/038495-2025 - 9 Feb 2024 at 15:12 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/004477-2024 - 26 Jan 2024 at 17:05 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002828-2024 - 15 Jan 2024 at 16:51 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/001345-2024 - 15 Dec 2023 at 10:20 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036901-2023 - 27 Nov 2023 at 12:49 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034931-2023 ## Notice URLs - http://www.dundeecity.gov.uk - http://www.publiccontractsscotland.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000751549 - https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00220 ## 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-041cfa. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-041cfa.json.