--- title: "Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information" ocid: "ocds-r6ebe6-0000768139" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000768139" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000768139.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000768139.json" source: "Public Contracts Scotland" current_stage: "Planning" buyer: "SOCIAL SECURITY SCOTLAND" published: "2024-06-26" --- # Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information Buyer: SOCIAL SECURITY SCOTLAND Current stage: Planning OCID: ocds-r6ebe6-0000768139 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000768139) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000768139.json) ## Summary Social Security Scotland is planning a procurement process for a Multi Channel Contact Centre and Telephony service. The organisation is seeking modern contact centre services to support Scottish citizens on benefit-related matters. The procurement is for a cloud-based contact centre platform covering telephony and web chat, with potential expansion into other channels such as email, SMS, and social media. The estimated contract value is £20 million, with a maximum duration of 9 years, including options for extensions and additional work. The procurement stage is currently at the planning phase, and key upcoming dates include the Supplier Awareness Event on 22nd July 2024 and the deadline for Supplier questions on 25th July 2024. This tender presents an opportunity for businesses offering contact centre and telephony services to compete and potentially secure a substantial procurement contract. Companies in the services industry with experience in cloud-based contact centre solutions and multi-channel customer support are well-suited to bid for this opportunity. The procurement method involves a competitive procedure with negotiation, followed by stages such as Contract Notice, Invitation to Tender, and Contract Award. Interested businesses should be prepared to submit the Request for Information by 29th July 2024 and engage with the upcoming Supplier Awareness Event to learn more about the requirements and expectations of Social Security Scotland. ## Notice Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels. ### Lot Information Lot 1 It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services. Stages in the procurement are: 1. Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information). 2. Contract Notice/ Call for Competition 3. Invitation to Tender 4. Negotiations 5. Contract Award. The estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed). Options: Details relating to options will be included in the call for competition. Renewal: It is anticipated that the contract will be for a period of 72 months with the option to extend for an additional 36 months in total, proposed as 3 x 1 year extensions. The initial period is inclusive of any required mobilisation activities. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN508310 | | Notice type | OJEU - F1 - Prior Information Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 26 Jun 2024 | | Submission deadline | Not specified | | Future notice date | 8 Oct 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £20,000,000 | | Lots value | £20,000,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SOCIAL SECURITY SCOTLAND | | Locality | DUNDEE | | Post town | Dundee | | Postcode | DD1 4BF | | 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 | TLM Scotland | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 64 - Postal and telecommunications services ### Codes - 32429000 - Telephone network equipment - 32524000 - Telecommunications system - 48000000 - Software package and information systems - 64200000 - Telecommunications services - 64211100 - Local telephone services - 64214000 - Dedicated-business telephone network services - 64215000 - IP telephone services ## Release History - 26 Jun 2024 at 00:00 - Planning - OJEU - F1 - Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN508310 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN508310 Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information - Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels. ## Notice URLs - http:// - http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=768139 - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000768139 - https://www.publictendersscotland.publiccontractsscotland.gov.uk/ - https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/web/login.html - https://www.socialsecurity.gov.scot/ ## 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-r6ebe6-0000768139. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000768139.json.