---
title: "Customer Service Centre Automation"
ocid: "ocds-r6ebe6-0000669171"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000669171"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000669171.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000669171.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "WEST LOTHIAN COUNCIL"
published: "2021-10-04"
---

# Customer Service Centre Automation

Buyer: WEST LOTHIAN COUNCIL  
Current stage: Award  
OCID: ocds-r6ebe6-0000669171

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000669171)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000669171.json)

## Summary

The procurement process concerns West Lothian Council, which has awarded a contract for the "Customer Service Centre Automation" project, aimed at implementing Robotic Process Automation (RPA) for the Customer Service Centre. This project falls under the services category and is based in Livingston, UK. The contract was signed on 9th September 2021 and has a total value of £654,383. The procurement method used was an open procedure, compliant with the Scottish Procurement Software Value Added Reseller Framework.

This tender presents significant opportunities for businesses in the software services sector, particularly those specialising in robotic process automation and related technologies. Companies that can offer innovative automation solutions and have experience in digital transformation are well-positioned to compete. As the project moves forward, suppliers with capabilities in SaaS, process management, and integration with existing telephony and operating systems will be particularly attractive to the buying organisation.

## Notice

Robotic Process Automation for Customer Service Centre

### Lot Information

Lot 1

The development of Robotic Process Automation for West Lothian Council is a key part of the delivery of the Digital Transformation Strategy 2018-2023. The objective is to source and work with the optimum supplier of robotic process automation within the CSC, and develop this functionality with a partner to help deliver the required smooth transition to embed process automation that works seamlessly with current telephony and operating systems.. The Scottish Procurement Software Value Added Reseller Framework (MP5016/17) was identified as a compliant route to market. A Direct Award was issued in accordance with the Framework terms and conditions

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT429353 |
| 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 | 4 Oct 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 9 Sep 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £654,383 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WEST LOTHIAN COUNCIL |
| Locality | LIVINGSTON |
| Post town | Edinburgh |
| Postcode | EH54 6FF |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM14 West Lothian |
| Local authority | West Lothian |
| Electoral ward | Livingston South |
| Westminster constituency | Livingston |
| Delivery location | TLM78 West Lothian |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SOFTCAT |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support
- 72212920 - Office automation software development services

## Release History

- 4 Oct 2021 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT429353

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT429353
  Customer Service Centre Automation - Robotic Process Automation for Customer Service Centre

## Notice URLs

- http://
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000669171
- https://www.scotcourts.gov.uk/the-courts/court-locations/livingston-sheriff-court-and-justice-of-the-peace-court
- https://www.softcat.com/
- https://www.westlothian.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-r6ebe6-0000669171. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000669171.json.