---
title: "Multi Channel Contact Centre and Telephony Service"
ocid: "ocds-r6ebe6-0000810939"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000810939"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000810939.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000810939.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "SOCIAL SECURITY SCOTLAND"
published: "2025-10-02"
---

# Multi Channel Contact Centre and Telephony Service

Buyer: SOCIAL SECURITY SCOTLAND  
Current stage: Award  
OCID: ocds-r6ebe6-0000810939

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000810939.json)

## Summary

Social Security Scotland, acting as the buyer, has concluded the procurement process for a project titled "Multi Channel Contact Centre and Telephony Service". This contract falls under the 'services' industry category and involves the provision of a multi-channel cloud-based contact centre platform with associated telephony. The location of service delivery is specified as Dundee and Glasgow, within the UKM region. The procurement method adopted was an open procedure, and the status of the tender progressed to the 'award' stage, with the contract being signed on 26th September 2025. The total value of the contract is estimated at £22,517,000, with options to extend up to a maximum term of 8 years. The award was granted to Vodafone, and the process was conducted under the Telephony and Communication Services dynamic purchasing system.

This tender presents significant opportunities for businesses, particularly those specialising in cloud-based contact centre platforms and telephony services, as it involves not only substantial financial remuneration but also potential extensions and enhancements like digital channels and AI capabilities. The contract also showcases a commitment to community benefits, including the employment of Modern Apprentices and training, which may appeal to companies focused on sustainable business growth and community development. With eight electronic bids received, including three from SMEs, enterprises looking to expand services into the public sector or enhance their technological offerings would be well-suited to compete in similar tenders. Additionally, the procurement's open procedure allows an accessible entry point for diverse business sizes.

## Notice

Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.

### Lot Information

Lot 1

Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.

Options: The estimated maximum value is GBP 22,517,000 excluding VAT (GBP 27,020,400 including VAT) and is based on 8 years, if all extension periods and options for additional work are used. The Contract has an initial term of 5 years with option periods to extend up to a maximum of 3 further years with a maximum Contract Term of 8 years. Additional options include Work Force Management, additional digital channels and potential AI capabilities providing chatbots, voice recognition and speech to text which are not currently in use. There is also the potential to increase and decrease the number of core licences throughout the duration of the contract. 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).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT540413 |
| 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 | 2 Oct 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 26 Sep 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £22,517,000 |

## Status

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

## 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 |

## Supplier

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

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 64210000 - Telephone and data transmission services
- 79512000 - Call centre

## Release History

- 2 Oct 2025 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT540413

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT540413
  Multi Channel Contact Centre and Telephony Service - Provision of a multi channel cloud based contact centre platform and the telephony associated with the platform.

## Notice URLs

- http://
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000810939
- 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-r6ebe6-0000810939. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000810939.json.