---
title: "Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland"
ocid: "ocds-r6ebe6-0000623115"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000623115"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000623115.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000623115.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "SCOTTISH GOVERNMENT"
published: "2020-06-26"
---

# Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland

Buyer: SCOTTISH GOVERNMENT  
Current stage: Award  
OCID: ocds-r6ebe6-0000623115

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000623115)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000623115.json)

## Summary

The procurement process led by the Scottish Government involves the provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland. This contract, valued at £5,500,000, has recently completed the open procurement method, with the award date being 10th June 2020. The service will be delivered to Dundee, Scotland, and aims to enhance the customer-facing services provided by Social Security Scotland. This initiative falls under the 'General public services' and 'Health' categories, indicative of the broad impact on public service delivery within the region.

This tender presents significant opportunities for businesses specialising in telecommunications and customer service management, particularly those capable of providing innovative and integrated contact centre solutions. Companies that can deliver multi-channel communication platforms and effective workforce management tools would be well-positioned to compete for this contract. Given that there were nine bids submitted and the awarded supplier is Vodafone UK, this tender highlights a competitive landscape where agility and proven expertise in service delivery will be key differentiators for prospective bidders.

## Notice

Social Security Scotland (SSS), provides services to citizens throughout Scotland and as part of the customer facing element a Telephony and a Contact Centre Platform is required.

### Lot Information

Lot 1

A contract with an external service provider for the provision of Multi-Channel Contact Centre and Telephony Service for Social Security Scotland. The contact centre platform shall provide the ability to provide access and workflow for multiple channels; telephony, SMS, Chat, Remote Assistance, email and, is capable of Computer Telephony Integration (CTI) with existing and future benefit delivery platforms, as part of the roadmap. Additionally, tools will be embedded to allow efficient workforce management in the Contact Centre and enhanced performance management and management information to track measureable improvements.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN389162 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Jun 2020 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 10 Jun 2020 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £5,500,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Not specified |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SCOTTISH GOVERNMENT |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH6 6QQ |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Leith |
| Westminster constituency | Edinburgh North and Leith |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 2 |
| Supplier names | SCOTTISH GOVERNMENT; VODAFONE |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services

### Codes

- 32429000 - Telephone network equipment
- 64211100 - Local telephone services
- 64214000 - Dedicated-business telephone network services
- 64215000 - IP telephone services

## Release History

- 26 Jun 2020 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN389162

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN389162
  Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland - Social Security Scotland (SSS), provides services to citizens throughout Scotland and as part of the customer facing element a Telephony and a Contact Centre Platform is required.

## Notice URLs

- http://
- http://www.scotland.gov.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000623115

## 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-r6ebe6-0000623115. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000623115.json.