--- title: "24/015 Customer Contact Solution" ocid: "ocds-h6vhtk-04c901" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04c901" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04c901.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04c901.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "TAMWORTH BOROUGH COUNCIL" published: "2024-12-18" --- # 24/015 Customer Contact Solution Buyer: TAMWORTH BOROUGH COUNCIL Current stage: Tender OCID: ocds-h6vhtk-04c901 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04c901) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04c901.json) ## Summary Tamworth Borough Council is actively seeking to procure a comprehensive cloud-based Customer Contact Solution, encompassing a Customer Portal, CRM, low code workflow management system, and an omnichannel Contact Centre Solution. This tender, identified as 24/015, falls under the industry category of "Software package and information systems" and is situated in the UKG2 region. The procurement process is currently in the tender stage, with bids required by 24th January 2025 at 14:00. The contract is valued at £700,000 and runs from 3rd March 2025 to 2nd March 2028, with an optional extension of up to two additional years. Bids must be submitted in written form and electronically via the e-tendering portal. The selection criteria focus significantly on quality and social value (75%) and price (25%). The process follows an open procedure under the GPA, ensuring a transparent and competitive bidding environment. This tender represents a substantial opportunity for businesses specialising in advanced software solutions, particularly those adept in integrating AI and RPA functionalities. Companies that can provide scalable, cost-effective customer service platforms with robust capabilities in customer relationship management and workflow automation stand to benefit. The project aims to transform Tamworth Borough Council's customer service operations, hence, technology firms with a strong track record in delivering innovative digital contact solutions and enhancing customer engagement would find this opportunity particularly advantageous. This contract also presents an attractive prospect for businesses looking to establish or expand their presence in the public sector, offering long-term collaborative potential. ## Notice Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions. ### Lot Information Lot 1 Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions. Renewal: There is the option to extend for a further one plus one year ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/040721-2024 | | 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 | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Dec 2024 | | Submission deadline | 24 Jan 2025 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 3 Mar 2025 - 2 Mar 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | £700,000 | | 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 | TAMWORTH BOROUGH COUNCIL | | Locality | TAMWORTH | | Post town | Not specified | | Postcode | N/A | | Country | Not specified | | ITL 1 | Not specified | | ITL 2 | Not specified | | ITL 3 | Not specified | | Local authority | Not specified | | Electoral ward | Not specified | | Westminster constituency | Not specified | | Delivery location | TLG2 Shropshire and Staffordshire | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 18 Dec 2024 at 10:46 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/040721-2024 ## Notice URLs - https://in-tendhost.co.uk/tamworthbc - https://www.tamworth.gov.uk ## 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-04c901. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04c901.json.