--- title: "TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES" ocid: "ocds-r6ebe6-0000751549" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000751549" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000751549.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000751549.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "DUNDEE CITY COUNCIL" published: "2025-07-09" --- # TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES Buyer: DUNDEE CITY COUNCIL Current stage: Award OCID: ocds-r6ebe6-0000751549 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000751549) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000751549.json) ## Summary Dundee City Council, a regional authority located in Dundee, issued an award notice for the implementation of omnichannel services under the tender ID DCC/IT/259/23. The procurement process, categorised under general public services, required the supplier to assist in deploying automated chatbot facilities and webchat, aiming to streamline customer service processes within Dundee City. This open procedure reached the award stage on 9th July 2025, with the contract signed on 7th May 2024 by Digital Modus Ltd. The procurement was initially announced in November 2023, allowing bid submissions until 3rd January 2024. Positioned in the services category, the process highlights a significant move towards automated customer service solutions in the UKM71 region. The tender provides substantial opportunities for businesses specialising in digital customer service solutions, including SMEs like Digital Modus Ltd, which was awarded the contract. By incorporating automated solutions, enterprises can contribute to enhancing customer interaction efficiencies, facilitating growth in sectors focused on digital transformation and innovative service delivery. The procurement encourages competitive participation, welcoming proposals from diverse suppliers, including SMEs and foreign bidders, ensuring a broad array of technological advancements are brought to local public services. Businesses that excel in chatbots, webchat technologies, or automated intelligence systems are particularly suited to benefit from such opportunities. ## Notice Implementation of Omnichannel Services ### Lot Information Lot 1 The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries. Options: Option to extend for 2 further years Renewal: Option to extend for 1 + 1 years ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL534303 | | 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 | 9 Jul 2025 | | Submission deadline | 3 Jan 2024 | | Future notice date | Not specified | | Award date | 7 May 2024 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £147,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £142,664 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | DUNDEE CITY COUNCIL | | Locality | DUNDEE | | Post town | Dundee | | Postcode | DD1 1NZ | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM0 Eastern Scotland | | ITL 3 | TLM03 Angus and Dundee City | | Local authority | Dundee City | | Electoral ward | Maryfield | | Westminster constituency | Dundee Central | | Delivery location | TLM71 Angus and Dundee City | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | DIGITAL MODUS | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72222300 - Information technology services ## Release History - 9 Jul 2025 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL534303 - 9 Feb 2024 at 00:00 - TenderUpdate - OJEU - F14 - Corrigendum - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB498491 - 26 Jan 2024 at 00:00 - TenderUpdate - OJEU - F14 - Corrigendum - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN497369 - 15 Jan 2024 at 00:00 - TenderUpdate - OJEU - F14 - Corrigendum - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN496488 - 15 Dec 2023 at 00:00 - TenderUpdate - OJEU - F14 - Corrigendum - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC494976 - 27 Nov 2023 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV493581 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=NOV493581&idx=4 23rd February 2024 - Terms and Conditions of Contract - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=NOV493581&idx=3 26th January 2024 - Appendix 2 revised 260124 - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=NOV493581&idx=1 30th November 2023 - ITT for Omnichannel Services - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=NOV493581&idx=2 30th November 2023 - ITT for Omnichannel Services - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV493581 TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES - Implementation of Omnichannel Services - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL534303 TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES - Implementation of Omnichannel Services ## Notice URLs - http:// - http://www.dundeecity.gov.uk - http://www.publiccontractsscotland.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000751549 ## 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-r6ebe6-0000751549. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000751549.json.