--- title: "Customer Contact Centre -Telephony/CRM" ocid: "ocds-h6vhtk-06d3bf" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06d3bf" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06d3bf.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06d3bf.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "WEST YORKSHIRE COMBINED AUTHORITY" published: "2026-07-24" --- # Customer Contact Centre -Telephony/CRM Buyer: WEST YORKSHIRE COMBINED AUTHORITY Current stage: Planning OCID: ocds-h6vhtk-06d3bf [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06d3bf) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06d3bf.json) ## Summary The procurement process initiated by West Yorkshire Combined Authority, based in Leeds, United Kingdom, is currently in the planning stage, focused on developing a Customer Contact Centre for Telephony and CRM services. The main procurement category is services, with a future notice date set for 28th September 2026. Preliminary market engagement is scheduled, with a deadline for written feedback from suppliers on 10th August 2026. On-line sessions for presentations and Q&As will occur on 18th and 20th August 2026. The procurement involves industry categories such as IT services, software development, and transport equipment. With a total estimated contract value of £1,200,000 GBP, the contract period is expected to commence on 4th January 2027 and conclude on 3rd January 2032, suitable for small and medium-sized enterprises (SMEs). This tender offers a promising opportunity for businesses engaged in IT and software services to grow by contributing innovative solutions for the contact centre platform, workforce management, and lost property management. West Yorkshire Combined Authority seeks to understand market capabilities, innovate, and adopt best practices, which provides an ideal setting for businesses specialising in these areas to present unique value propositions and join forces with other organisations if necessary. The engagement aims for comprehensive market insights that could lead to contract awards for bespoke technology solutions, either as stand-alone services or integrated offerings, making it an attractive prospect for a variety of IT and consulting firms looking to expand their client base and influence within public sector projects. ## Notice West Yorkshire Combined Authority would like to invite interested suppliers to take part in this Preliminary Market Engagement (PME) activity to support development of the project described below. The main aims of engagement include: gaining market insights, understanding best market practices and shaping the final statement of requirements. Suppliers are invited to respond to this PME exercise to inform the Authority's approach to procuring either individual or a collection of technology solutions aligned to the outcomes and core deliverables outlined in this paper. The Authority is particularly interested in: * Market capability across the Functional Areas described below * Typical delivery models and integration approaches * Innovation opportunities and best practice * Time to implement (mobilisation times, complexity, sequencing, dependencies) * Costs e.g. commercial models and pricing structures The Authority recognises that suppliers may specialise only in particular solutions and capability areas described in Section 3 A-C A. Contact Centre Platform B. Workforce Management C. Lost Property Management Suppliers are however encouraged to participate either independently or in partnership with other organisations, irrespective of whether they are able to support one or multiple Functional Areas listed within the scope. This activity will consist of 2 Phases Phase 1 - Receiving written feedback from Suppliers. Suppliers to review PME documents and respond to the shared questions (Appendix 2 - Contact Centre Questionnaire) by 12PM (Midday) on 10th August 2026 Phase 2 - On-Line sessions, presentations and Q&As Suppliers' Individual sessions on-line through MS Teams available on 18th and 20th August 2026 ### Planning Information https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99445&TID=104710&B= ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/070507-2026 | | 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 | 24 Jul 2026 | | Submission deadline | Not specified | | Future notice date | 28 Sep 2026 | | Award date | Not specified | | Contract period | 4 Jan 2027 - 3 Jan 2032 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,200,000 | | 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 | WEST YORKSHIRE COMBINED AUTHORITY | | Locality | LEEDS | | Post town | Leeds | | Postcode | LS1 2DE | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE42 Leeds | | Local authority | Leeds | | Electoral ward | Little London & Woodhouse | | Westminster constituency | Leeds Central and Headingley | | Delivery location | TLE4 West Yorkshire | ## CPV Codes ### Divisions - 34 - Transport equipment and auxiliary products to transportation - 72 - IT services: consulting, software development, Internet and support ### Codes - 34000000 - Transport equipment and auxiliary products to transportation - 72000000 - IT services: consulting, software development, Internet and support - 72200000 - Software programming and consultancy services - 72212333 - Contact management software development services ## Release History - 24 Jul 2026 at 22:31 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/070507-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/070507-2026 24th July 2026 - Preliminary market engagement notice on Find a Tender ## Notice URLs - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99445&TID=104710&B= - https://www.legislation.gov.uk/ukpga/2023/54/contents - https://www.westyorks-ca.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-06d3bf. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06d3bf.json.