---
title: "FW Service - Cloud Contact Management - Multi 0124"
ocid: "ocds-h6vhtk-044c12"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044c12"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-044c12.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-044c12.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "SSE PLC"
published: "2024-11-18"
---

# FW Service - Cloud Contact Management - Multi 0124

Buyer: SSE PLC  
Current stage: Award  
OCID: ocds-h6vhtk-044c12

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044c12)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-044c12.json)

## Summary

SSE plc is seeking to procure a cloud-based Contact Centre as a Service (CCaaS) solution to replace its existing Distribution Customer Services contact centre infrastructure. The procurement falls under the services category, specifically programming services of packaged software products, as indicated by CPV code 72210000. The initial tender was titled "FW Service - Cloud Contact Management - Multi 0124" but further updates and amendments are linked to the project "SSEN Distribution Contact Channel Management - Contact Centre as a Service (CCaaS)." The latest details include an award to Accenture (UK) Limited, with the contract being signed on 15 November 2024. The procurement method followed a selective process involving a negotiated procedure with prior call for competition, and covered locations within the UK. Notable deadlines included the submission date of 26 April 2024.

This tender presents a significant business growth opportunity, particularly for companies with expertise in customer service transformation and contact centre technologies. Businesses with existing cloud-based contact centre solutions and capabilities to integrate and manage multi-channel customer interactions would be well-suited to compete. The SSE plc’s focus on delivering exceptional customer experience through a unified service tooling ecosystem suggests openings for vendors with scalable and innovative technologies that can replace legacy systems and enhance service quality, delivery approaches, and security. Large enterprises with a proven track record in similar implementations, like Accenture, can find lucrative potential in this contract, paving the way for further engagements within the utility sector.

## Notice

Procurement of Contact Centre as a Service (CCaaS) solution to replace the existing Distribution Customer Services contact centre infrastructure.

### Lot Information

Lot 1

Procurement of Contact Centre as a Service (CCaaS) solution to replace the existing Distribution Customer Services contact centre infrastructure.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/037208-2024 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Nov 2024 |
| Submission deadline | 26 Apr 2024 |
| Future notice date | Not specified |
| Award date | 15 Nov 2024 |
| 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 | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SSE PLC |
| Additional buyers | SSE SERVICES PLC |
| Locality | READING |
| Post town | Reading |
| Postcode | RG1 3JH |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM0 Eastern Scotland |
| ITL 3 | TLM02 Perth and Kinross, and Stirling |
| Local authority | Perth and Kinross |
| Electoral ward | Perth City North |
| Westminster constituency | Perth and Kinross-shire |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72210000 - Programming services of packaged software products

## Release History

- 18 Nov 2024 at 14:13 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/037208-2024
- 22 Mar 2024 at 17:25 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/009500-2024
- 22 Mar 2024 at 17:16 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/009498-2024

## Notice URLs

- http://www.sse.com
- https://sse.app.jaggaer.com/esop/guest/go/opportunity/detail?opportunityId=378
- https://www.sse.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-044c12. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-044c12.json.