---
title: "Contact Centre Replacement"
ocid: "ocds-h6vhtk-04c656"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04c656"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04c656.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04c656.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "GENTOO GROUP"
published: "2024-12-11"
---

# Contact Centre Replacement

Buyer: GENTOO GROUP  
Current stage: Award  
OCID: ocds-h6vhtk-04c656

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04c656)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04c656.json)

## Summary

The Gentoo Group, a housing association based in Sunderland, United Kingdom, has completed the procurement process for the "Contact Centre Replacement" project. This tender falls under the postal and telecommunications services industry category. The procurement method used was a limited award procedure without prior publication of a call for competition, facilitated through the G-Cloud 13 Framework Agreement. The contract, valued at £307,500 and awarded to Exponential-e Limited, is for an initial 36-month period with an optional 12-month extension. The contract was signed on 8th November 2024, and the procurement stage is now at the contract award phase.

This tender presents substantial opportunities for businesses specialising in cloud-based contact centre services. Given the size and scope of the contract, small and medium-sized enterprises (SMEs) with expertise in telecommunications and cloud solutions would be well-positioned to compete in similar tenders. The Gentoo Group's utilisation of the G-Cloud framework highlights the potential for public sector procurement processes to facilitate direct awards, streamlining the opportunity for qualified service providers to secure significant contracts, thereby driving business growth and expansion.

## Notice

Contact Centre Replacement

### Lot Information

Lot 1

The Gentoo Group requires a Contact Centre as a Service (CCaaS). The Group will utilise the G-Cloud 13 Framework Agreement - using the Direct Award process as outlined in the CCS Buyer guide. The Contract Agreement will be for an initial 36 month period, with an option to extend for a further 1 x 12months. The total contract duration will not exceed 48 months.

Options: 1 x 12 month extension

### Procurement Information

Gentoo Group utilised the GCloud solution to procure this service. Following the 6 stage Direct Award process as outlined in their Buying Guide. GCloud is an online catalogue where public sector customers such as Gentoo Group can buy cloud-based computing services such as hosting, software and cloud support.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/039913-2024 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Dec 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 8 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 | £307,500 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | GENTOO GROUP |
| Locality | SUNDERLAND |
| Post town | Sunderland |
| Postcode | SR3 3XR |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC44 Sunderland |
| Local authority | Sunderland |
| Electoral ward | Doxford |
| Westminster constituency | Houghton and Sunderland South |
| Delivery location | TLC2 Northumberland, and Tyne and Wear |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | EXPONENTIAL-E |

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64000000 - Postal and telecommunications services

## Release History

- 11 Dec 2024 at 12:56 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/039913-2024

## Notice URLs

- https://www.gentoogroup.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-04c656. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04c656.json.