---
title: "Provision of an Automated Assistant for Customer Services"
ocid: "ocds-r6ebe6-0000774074"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000774074"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000774074.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000774074.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "RENFREWSHIRE COUNCIL"
published: "2024-08-01"
---

# Provision of an Automated Assistant for Customer Services

Buyer: RENFREWSHIRE COUNCIL  
Current stage: Award  
OCID: ocds-r6ebe6-0000774074

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000774074.json)

## Summary

Renfrewshire Council has completed the procurement process for the "Provision of an Automated Assistant for Customer Services" under tender ID RC-CPU-23-330. The project falls under the general public services category and aims to enhance the customer service experience by adopting an Automated Assistant as part of the Council’s Customer Strategy. This contract was awarded to ICS.AI Ltd, a small and medium-sized enterprise (SME), following a restricted procurement method under the Crown Commercial Services G-Cloud 13 Framework Agreement. Key dates include the contract award date on 1st July 2024, with the entire Procurement Process completed by August 2024. The service will be deployed within the Renfrewshire Council area located in Paisley.

This tender presents significant opportunities for businesses specialising in artificial intelligence, customer service solutions, and IT services to innovate and expand their market presence. SMEs, in particular, will find this contract appealing due to the focus on digital transformation and 24/7 customer service. By participating in such public procurement processes, businesses can gain long-term, stable contracts with local authorities and boost their credibility and expertise in delivering critical IT services.

## Notice

The Council has a new requirement for the Provision of an Automated Assistant for Customer Services. As part of the Council's Customer Strategy approved in November 2023, there is an action to adopt an Automated Assistant to further enhance the choice the Council offers its customers via the Customer Service Centre, and expand the service currently provided to a truly 24/7 operation for routine transactional services

### Lot Information

Lot 1

Award a Call-Off Contract for the Provision of an Automated Assistant for Customer Services to AICS.AI Ltd, in accordance to the award procedure under Crown Commercial Services G-Cloud 13 Framework Agreement RM1557.13.. Following the Framework Award Procedure (Schedule 5) and the Crown Commercial Services RM1557.13 G-Cloud 13 Lots 1-3 Customer Guidance Buying Process the Council followed the Step process and searched terms.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG511122 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Aug 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 1 Jul 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £560,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | RENFREWSHIRE COUNCIL |
| Locality | PAISLEY |
| Post town | Paisley |
| Postcode | PA1 1JB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM33 Inverclyde, East Renfrewshire, and Renfrewshire |
| Local authority | Renfrewshire |
| Electoral ward | Paisley East and Central |
| Westminster constituency | Paisley and Renfrewshire South |
| Delivery location | TLM83 Inverclyde, East Renfrewshire, and Renfrewshire |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ICS.AI |

## CPV Codes

### Divisions

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

### Codes

- 72260000 - Software-related services
- 72267000 - Software maintenance and repair services

## Release History

- 1 Aug 2024 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG511122

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG511122
  Provision of an Automated Assistant for Customer Services - The Council has a new requirement for the Provision of an Automated Assistant for Customer Services. As part of the Council's Customer Strategy approved in November 2023, there is an action to adopt an Automated Assistant to further enhance the choice the Council offers its customers via the Customer Service Centre, and expand the service currently provided to a truly 24/7 operation for routine transactional services

## Notice URLs

- http://
- http://www.renfrewshire.gov.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000774074

## 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-r6ebe6-0000774074. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000774074.json.