--- title: "Provision of Contact Centre Technologies for Flintshire County Council" ocid: "ocds-h6vhtk-06611b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06611b" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06611b.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06611b.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "FLINTSHIRE COUNTY COUNCIL" published: "2026-06-29" --- # Provision of Contact Centre Technologies for Flintshire County Council Buyer: FLINTSHIRE COUNTY COUNCIL Current stage: Planning OCID: ocds-h6vhtk-06611b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06611b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06611b.json) ## Summary Flintshire County Council is currently in the planning stage for a contract related to the provision of Contact Centre Technologies aimed at enhancing customer experience and operational efficiency. The procurement process involves a market engagement phase with a focus on bilingual (Welsh and English) solutions, supporting the Council's compliance with Welsh Language Standards. This initiative falls under the services category, specifically targeting IT services and software solutions, and is identified by the classification codes 48000000 and 72000000. Interested parties were invited to express interest by 31st March 2026, and further engagement is scheduled to be communicated on 1st September 2026. The location for service delivery is in Flintshire, UK, with a contract period starting on 1st April 2027 to 31st March 2032, potentially extending until 2038. This tender presents a significant opportunity for businesses specialising in IT solutions and telephony services, particularly those with capabilities in developing bilingual systems. The Council seeks suppliers that can offer flexible licensing and advanced technologies, including AI for streamlined contact centre operations. SMEs are encouraged to participate, given the procurement process's suitability for smaller enterprises. Engaging in this contract could allow businesses to showcase their innovative solutions and gain a foothold in public sector contracts, while leveraging the opportunity to improve local services and expand their portfolio of government clients. ## Notice Flintshire County Council is looking to engage with the market for a bilingual (Welsh and English)* Contact Centre solution to the improve customer experience when contacting the Council, increase agent productivity, reduce operational costs, and enable smarter decision-making through enhanced data and insights. The Council's corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing. To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations. Whilst the Council is initially focusing on modernising its corporate Contact Centre, which receives the highest level of demand (e.g. circa 182,000 calls annually), the same technology is also used across other Council services. As such, the Council is seeking to work with a supplier that can demonstrate flexibility in its licensing options, recognising that different services may have varying business needs and requirements. The Council has a contract with a third-party supplier until 31 March 2027. The intention is to upgrade the existing technology and underlying infrastructure to support this transformation. In doing so, the Council is keen to explore and consider both on-premise and hosted telephony solutions, while maximising its existing investment in Microsoft technologies. *Note - the Council is required to comply with the Welsh Language Standards and is therefore seeking a solution that will support it in meeting the requirements of those Standards. As a result, the Council wishes to engage with suppliers who have solutions readily available to deliver services equally in both Welsh and English. ### Planning Information The Council are intent on providing high quality, modern telephony services and as such will be contacting several suppliers and Contracting Authorities for overviews / demonstrations of potential solutions to assist in developing a specification and procurement documentation. In addition to this, we are seeking expressions of interest from the open market. If you can deliver a solution(s) that meets the requirements of this Preliminary Market Engagement Notice, please email a brief summary of your organisation and the solution you can provide to procurement@denbighshire.gov.uk by 31st March 2026. Following the receipt of expressions of interest and summaries of solutions, the Council may invite suppliers to engage at a later date. Note – the Council is not looking to establish a development relationship with suppliers. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/060903-2026 | | Notice type | UK2 - Preliminary Market Engagement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 29 Jun 2026 | | Submission deadline | Not specified | | Future notice date | 1 Sep 2026 | | Award date | Not specified | | Contract period | 31 Mar 2027 - 31 Mar 2032 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1 | | 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 | FLINTSHIRE COUNTY COUNCIL | | Locality | FLINTSHIRE | | Post town | Chester | | Postcode | CH7 6NA | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL3 North Wales | | ITL 3 | TLL34 Flintshire and Wrexham | | Local authority | Flintshire | | Electoral ward | Mold East | | Westminster constituency | Clwyd East | | Delivery location | TLL23 Flintshire and Wrexham | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48000000 - Software package and information systems - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 29 Jun 2026 at 15:24 - PlanningUpdate - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/060903-2026 - 3 Mar 2026 at 14:42 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/019034-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/060903-2026 29th June 2026 - Preliminary market engagement notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/019034-2026 3rd March 2026 - Preliminary market engagement notice on Find a Tender ## Notice URLs - https://www.flintshire.gov.uk - 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-06611b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06611b.json.