--- title: "25016 Telephony & Customer Relationship Management (CRM) system for Cambridgeshire County Council, Customer Services Centre" ocid: "ocds-h6vhtk-04ee6e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04ee6e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04ee6e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04ee6e.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "CAMBRIDGESHIRE COUNTY COUNCIL" published: "2025-03-18" --- # 25016 Telephony & Customer Relationship Management (CRM) system for Cambridgeshire County Council, Customer Services Centre Buyer: CAMBRIDGESHIRE COUNTY COUNCIL Current stage: Planning OCID: ocds-h6vhtk-04ee6e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04ee6e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04ee6e.json) ## Summary Cambridgeshire County Council is planning a procurement process for a Telephony & Customer Relationship Management (CRM) system for its Customer Services Centre. The process is currently in the planning stage, with key market engagement documentation published on 18th March 2025. Interested parties are invited to engage with the Council by downloading the relevant documents and submitting their responses by 4th April 2025 at 17:00. The procurement addresses the software package and information systems category, and the contract is expected to commence on 1st October 2025, running until 30th September 2028 in the Alconbury Weald, Huntington area, within the United Kingdom. This tender offers significant opportunities for businesses specialising in CRM, telephony solutions, and workforce management systems, particularly those able to integrate multiple functionalities. It is well-suited for small and medium enterprises (SMEs) due to the specific suitability criteria stated. Participation in this market engagement allows businesses to showcase their offerings, gain insights into the Council's needs, and position themselves favorably for future formal procurement stages. Engaging in this process could facilitate growth through potential long-term contracts and collaboration with a prominent public sector entity. ## Notice Cambridgeshire County Council Customer Services Centre (CSC) currently uses a range of systems including Dynamics 365 CRM, Cirrus telephony solution and Q-max Workforce Management (WFM) system, Granicus online forms, as well as a numerous line of business systems. CSC currently uses Dynamics 365 CRM, and separate telephony and WFM systems. Added to this, they have a number of line of business systems, most notably for the Blue Badge and Concessionary Bus Pass processes. The Council would like to ascertain what options are available with regards to other systems that can provide a CRM, telephony and WFM functionality within the market This market engagement exercise will assist the Council in determining the next steps in developing any potential procurement documentation, the functionality of the systems available and routes to market including the use of any Framework Agreements if relevant. It will also enable a cost comparison against the potential continuation of the Dynamic 365 CRM as part of the decoupling process for Peterborough City Council that the service area has been undertaking. ### Planning Information The Market Engagement Documentation are published on the Council's e-tender (Proactis) system on 18th March 2025. Interested parties are invited to download and engage with the Market Engagement by; (a) Going to : https://procontract.due-north.com/Opportunities (b) Select Cambridgeshire County Council from the organisation list (c) Searching for opportunity ref: DN767866 (d) Expressing an interest (e) Accessing and downloading the Market Engagement documents from the website and responding in accordance with the contained instructions. Alternatively, you can access the direct link to tender opportunity here: https://procontract.due-north.com/Advert?advertId=16a3bc16-5303-f011-8136-005056b64545 The market engagement response document is in the form of a Microsoft Forms questionnaire contained with the Market Engagement Document on the e-procurement portal Responses are to be submitted through the Microsoft Form using the link below. The deadline for responses to be received is 17:00 on Friday 4th April 2025 The Council may at its discretion ask further questions of Suppliers that provide a response to the questionnaire. This process does not form part of the formal tender procedure to follow and no supplier shall be disadvantaged by either taking part or not taking part in this process. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/009884-2025 | | Notice type | UK2 - Preliminary Market Engagement Notice | | Procurement type | Framework | | Procurement category | Goods | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Mar 2025 | | Submission deadline | Not specified | | Future notice date | 4 Apr 2025 | | Award date | Not specified | | Contract period | 30 Sep 2025 - 30 Sep 2028 | | 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 | Planning | | Lots status | Planning | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | CAMBRIDGESHIRE COUNTY COUNCIL | | Locality | ALCONBURY WEALD, HUNTINGDON | | Post town | Peterborough | | Postcode | PE28 4YE | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH4 Cambridgeshire and Peterborough | | ITL 3 | TLH42 Cambridgeshire CC | | Local authority | Huntingdonshire | | Electoral ward | The Stukeleys | | Westminster constituency | Huntingdon | | Delivery location | TLH12 Cambridgeshire CC | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 18 Mar 2025 at 12:24 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/009884-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/009884-2025 18th March 2025 - Preliminary market engagement notice on Find a Tender ## Notice URLs - https://procontract.due-north.com/Advert?advertId=16a3bc16-5303-f011-8136-005056b64545 - https://procontract.due-north.com/Opportunities - https://www.cambridgeshire.gov.uk/business/supplying-to-the-council - https://www.legislation.gov.uk/ukpga/2023/54/contents ## 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-04ee6e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04ee6e.json.