---
title: "COV - Contact Support Centre"
ocid: "ocds-h6vhtk-06f986"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06f986"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f986.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f986.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "Coventry City Council"
published: "2026-09-14"
---

# COV - Contact Support Centre

Buyer: Coventry City Council  
Current stage: Award  
OCID: ocds-h6vhtk-06f986

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06f986.json)

## Summary

Coventry City Council procured a cloud-based contact centre management solution for its departments. The requirement covers supplying, implementing, supporting and maintaining the solution, with the purpose of enabling efficient, high-quality customer services and contact centre operations. This is an IT services opportunity spanning software, cloud technology, implementation, maintenance and technical support rather than a construction or physical goods contract. Delivery is for Coventry City Council in Coventry. The buying organisation is Coventry City Council, a local authority. The selected solution is intended to support customer-facing services across the Council, so relevant suppliers would typically provide contact centre platforms alongside the implementation and ongoing service capability needed to operate them effectively.

The procurement has completed and the contract is active. Coventry City Council used a limited procedure without publishing a call for competition, making a direct award through the GCA G-Cloud 14 Framework Agreement. The contract was awarded to Puzzel Limited, an SME, and one bid was recorded. The requirement was structured as a single lot, evaluated on price. The awarded contract value is £1,911,320 including the published currency of GBP. The contract was signed on 14 September 2026. The procurement record identifies the arrangement as covered by the Government Procurement Agreement and states that the direct award followed the required framework buying process.

For a supplier targeting future contact centre work with Coventry City Council, this procurement demonstrates demand for a complete cloud-based service rather than standalone software: the relevant capability includes platform provision, implementation, operational support and maintenance. A credible competitor would need to show that its solution can help council departments deliver consistent, efficient and high-quality customer services, with the technical capacity to support a council-wide environment. The award route also shows that framework access and the ability to complete the required buying process can be commercially important. Puzzel Limited’s selection indicates that an SME supplier can meet this requirement, so specialists with a proven cloud contact centre product and dependable support operation may be well placed when comparable demand returns.

## Notice

Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.

### Lot Information

Lot 1

This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solution. The solution supports Council departments in providing high-quality customer services.

### Procurement Information

This contract has been awarded by way of a direct award under the Government Commercial Agency (GCA) G-Cloud 14 Framework Agreement (RM1557.14) following the completion of the required buying process.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/087039-2026 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £1,911,320 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Coventry City Council |
| Locality | COVENTRY |
| Postcode area | Coventry |
| Postcode | CV1 5RR |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | TLG33 Coventry |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Puzzel Limited |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 14 Sep 2026 at 16:39 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/087039-2026

## Notice URLs

- http://www.coventry.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-06f986. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06f986.json.