---
title: "How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network?"
ocid: "ocds-r6ebe6-0000656601"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000656601"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000656601.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000656601.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "CITIZENS ADVICE SCOTLAND (CAS)"
published: "2022-08-01"
---

# How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network?

Buyer: CITIZENS ADVICE SCOTLAND (CAS)  
Current stage: Award  
OCID: ocds-r6ebe6-0000656601

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## Summary

The Citizens Advice Scotland (CAS) has initiated a tender titled "How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network?" This procurement falls within the services industry and is focused on digital transformation to enhance user engagement with their network. The process is currently in the Award stage, having completed the open procurement method, and the contract was signed on 28 February 2022 for a total value of £207,975. The contracting authority is located in Edinburgh, specifically at Broadside, Powderhall Road, EH7 4GB.

This tender presents significant opportunities for technology-driven businesses, particularly those specialising in digital solutions, user experience design, and social services. Companies that can innovate in creating seamless online platforms and services tailored to community needs would be well-positioned to compete. The emphasis on localised service delivery means that businesses with a regional focus or those that understand the Scottish context could find unique advantages in responding to this tender.

## Notice

As its name suggests, members of Citizens Advice Scotland provide advice to people across Scotland, across a wide range of topics and communities . Much of this help has been traditionally face to face, but the organisation has been developing online services for some years. However the pandemic has accelerated our digital transformation, and we want to build the best services we possibly can whilst ensuring advice is delivered as locally as possible Building on our experience of launching the national Scottish Citizen Advice Helpline (SCAH) service, which went live on 14 April 2020, we want to enable everyone wishing to use our services, irrespective of the way they contact us [phone, chat or website] to benefit a national portal that consistently, effectively and automatically routes them to the right local CAB advisers. This would not only ensure that the chances of an allocation of a local advisor the default and enables more local deployment of advisors,. In the first instance, we want to focus on streamlining the help available for those in debt including advice on benefits and employment. So how can tech help us create the best possible user experience for people engaging with the Citizens Advice Scotland network? Please visit our website for information on CivTech and how to get involved. https://www.civtechalliance.org/

### Lot Information

Lot 1

About CivTech CivTech's mission is to drive daring and innovation in the public sector by collaboratively solving challenges that make people's lives better - and in doing so create generations of sustainable, high growth businesses. CivTech brings together public sector expertise and private sector innovation to solve real problems, develop new products, and deliver better, faster and easier services for everyone. Central to the approach is co-production with the citizen. Part of the Scottish Government's Digital Directorate, CivTech's approach is helping transform public sector engagement with tech and innovation, delivering significant benefits to public services, producing genuine uplifts for the Scottish economy - and along the way, making lives better. Across the country there are problems public sector organisations would like to solve and in the current environment the need for smart, efficient and effective products has never been greater. The Scottish Government is aware innovation is a good way to create them and is committed to ensuring a large part of its tech spend goes to smaller, innovative businesses. This is where CivTech comes in. The CivTech Innovation Flow is designed to create products as quickly and effectively as possible, and uses a true Accelerator model at the heart of its Innovation Flow model. For you - whether you're an individual, team or company - it's an opportunity to take on a Challenge, solve it, and win contracts with a blue-chip public sector organisation. You'll build a product, and a business to take it as far as possible. Because here's the kicker: the Challenges we issue aren't 'single organisation' problems - most exist worldwide. In short: Open Challenges are set. Any organisation, team or individual can respond. Applications are assessed, and shortlisted proposals go into an Exploration Stage where they're developed further [for which participating applicants are paid]. The best go through to the Accelerator - a period of intensive work to create the solution, and through CivTech's unique business workshop system, a business capable of taking the product to the world. Please visit our website for information on CivTech and how to get involved https://www.civtechalliance.org/

Renewal: potential extensions to compete work/milestones

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG455135 |
| Notice type | OJEU - F3 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Aug 2022 |
| Submission deadline | 9 Jul 2021 |
| Future notice date | Not specified |
| Award date | 28 Feb 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £250,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £207,975 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CITIZENS ADVICE SCOTLAND (CAS) |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH7 4GB |
| 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 Walk |
| Westminster constituency | Edinburgh North and Leith |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SIDE LABS |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 32412000 - Communications network
- 32524000 - Telecommunications system
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 1 Aug 2022 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG455135
- 8 Jul 2021 at 00:00 - TenderUpdate - OJEU - F14 - Corrigendum - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL420702
- 14 Jun 2021 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN418203

## Documents

- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=9
  23rd June 2021 - Link to view the Challenge Q&A session.
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=1
  14th June 2021 - Advert Information
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=2
  14th June 2021 - Guidance note for Terms and Conditions
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=3
  14th June 2021 - Scorecard
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=4
  14th June 2021 - Application Form
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=5
  14th June 2021 - Exploration Terms and Conditions
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=6
  14th June 2021 - Instructions for submitting proposals
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=7
  14th June 2021 - Accelerator Terms and Conditions
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN418203&idx=8
  14th June 2021 - Mandatory Exclusion Form
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN418203
  How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network? - As its name suggests, members of Citizens Advice Scotland provide advice to people across Scotland, across a wide range of topics and communities . Much of this help has been traditionally face to face, but the organisation has been developing online services for some years. However the pandemic has accelerated our digital transformation, and we want to build the best services we possibly can whilst ensuring advice is delivered as locally as possible Building on our experience of launching the national Scottish Citizen Advice Helpline (SCAH) service, which went live on 14 April 2020, we want to enable everyone wishing to use our services, irrespective of the way they contact us [phone, chat or website] to benefit a national portal that consistently, effectively and automatically routes them to the right local CAB advisers. This would not only ensure that the chances of an allocation of a local advisor the default and enables more local deployment of advisors,. In the first instance, we want to focus on streamlining the help available for those in debt including advice on benefits and employment. So how can tech help us create the best possible user experience for people engaging with the Citizens Advice Scotland network? Please visit our website for information on CivTech and how to get involved. https://www.civtechalliance.org/
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG455135
  How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network? - As its name suggests, members of Citizens Advice Scotland provide advice to people across Scotland, across a wide range of topics and communities . Much of this help has been traditionally face to face, but the organisation has been developing online services for some years. However the pandemic has accelerated our digital transformation, and we want to build the best services we possibly can whilst ensuring advice is delivered as locally as possible Building on our experience of launching the national Scottish Citizen Advice Helpline (SCAH) service, which went live on 14 April 2020, we want to enable everyone wishing to use our services, irrespective of the way they contact us [phone, chat or website] to benefit a national portal that consistently, effectively and automatically routes them to the right local CAB advisers. This would not only ensure that the chances of an allocation of a local advisor the default and enables more local deployment of advisors,. In the first instance, we want to focus on streamlining the help available for those in debt including advice on benefits and employment. So how can tech help us create the best possible user experience for people engaging with the Citizens Advice Scotland network? Please visit our website for information on CivTech and how to get involved. https://www.civtechalliance.org/

## Notice URLs

- http://
- http://www.cas.org.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000656601
- https://www.civtechalliance.org/
- https://www.publiccontractsscotland.gov.uk
- https://www.scotcourts.gov.uk/the-courts/court-locations/edinburgh-sheriff-court-and-justice-of-the-peace-court

## 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-r6ebe6-0000656601. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000656601.json.