---
title: "Contact Centre as a Service (CCaaS)"
ocid: "ocds-h6vhtk-05adfc"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05adfc"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05adfc.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05adfc.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "THE CHIEF CONSTABLE OF THAMES VALLEY POLICE"
published: "2025-10-13"
---

# Contact Centre as a Service (CCaaS)

Buyer: THE CHIEF CONSTABLE OF THAMES VALLEY POLICE  
Current stage: Planning  
OCID: ocds-h6vhtk-05adfc

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## Summary

The Chief Constable of Thames Valley Police, as the buying organisation, along with Hampshire and Isle of Wight Constabulary, is in the planning stage for procuring a Contact Centre as a Service (CCaaS) platform. The procurement process involves the industry category of IT services, specifically focusing on communication and multimedia software. The opportunity is designed to improve the efficiency of contact channels across both police forces in the UK, with specific requirements for features such as Inbound Voice Routing and Artificial Intelligence integration. The submission for expressing interest in premarket engagement is due by 3pm on 31st October 2025.

This procurement offers substantial opportunities for businesses specialising in IT services, particularly those engaged in developing communication systems and advanced interaction technologies. Companies that provide innovative solutions for customer self-service, data management, and intelligent call routing are well-suited to compete for this contract. The planned investment highlights a strong demand for integrated digital platforms that can enhance the capabilities of public sector communications, presenting an excellent growth opportunity for firms in the networking and telecommunications industries.

## Notice

Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces. The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives: * Increased self-service options for the public * Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact * Reduced handle time for voice and digital * Improved information capture and data quality The requirements for the supply of this system will cover the following; * Inbound Voice Routing (IVR) * Automatic Call Distribution (ACD) * Digital Interaction Routing (DIR) * Workforce Engagement Monitoring (WEM) * Pre-Packaged Applications * Applications & Native Communications Connectivity * Outbound Voice Calling * Customer Self-Service Automation * Data Retention, Review & Disposal (RRD) * Artificial Intelligence (AI) * Large Language Model (LLM) Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.

### Planning Information

The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk
Please include the following detail in your message: -
- Quoting Reference: TVP01016 - Contact Centre as a Service
(CCaaS)
- Full name
- Company/organisation name
- Contact details (E-mail and phone number)
In return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages.
This Notice is for information only.
The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/064642-2025 |
| Notice type | UK2 - Preliminary Market Engagement Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Oct 2025 |
| Submission deadline | Not specified |
| Future notice date | 31 Oct 2025 |
| Award date | Not specified |
| Contract period | 30 Jun 2027 - 30 Jun 2035 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £600,000 |
| 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 | THE CHIEF CONSTABLE OF THAMES VALLEY POLICE |
| Additional buyers | HAMPSHIRE AND ISLE OF WIGHT CONSTABULARY |
| Locality | KIDLINGTON |
| Post town | Oxford |
| Postcode | OX5 1NZ |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ3 Hampshire and Isle of Wight |
| ITL 3 | TLJ35 South Hampshire |
| Local authority | Eastleigh |
| Electoral ward | Eastleigh Central |
| Westminster constituency | Eastleigh |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 32400000 - Networks
- 32500000 - Telecommunications equipment and supplies
- 48200000 - Networking, Internet and intranet software package
- 48500000 - Communication and multimedia software package
- 48800000 - Information systems and servers
- 48900000 - Miscellaneous software package and computer systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 13 Oct 2025 at 10:04 - PlanningUpdate - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/064642-2025
- 13 Oct 2025 at 09:47 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/064627-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/064642-2025
  13th October 2025 - Preliminary market engagement notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/064627-2025
  13th October 2025 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.thamesvalley.police.uk/police-forces/thames-valley-police/areas/au/about-us/our-people/departments-and-teams/procurement/

## 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-05adfc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05adfc.json.