Published date: 27 October 2016

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 30 November 2016

Contract summary

Industry

  • Software package and information systems - 48000000

  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

East Midlands

Value of contract

£400,000 to £520,000

Procurement reference

TS15033

Published date

27 October 2016

Closing date

30 November 2016

Contract start date

7 July 2017

Contract end date

26 October 2022

Contract type

Supply contract

Procedure type

Restricted procedure

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel.

The Solution should be implemented and live (Go-Live) by 27th October 2017 at the latest.

Associated services include training, implementation, support and maintenance and ad hoc consultancy.

A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message).

The Solution needs to be agile, adaptable and easily configurable by non-IT trained staff. It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes.

The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls which are handled by Call Derbyshire 24/7/365.

The Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution.

This tender is being advertised in OJEU and a contract notice was submitted on 25th October 2016.

More information

Links

Additional text

The contract period will be 5 years from Go-Live, with option to extend on an annual basis for up to 3 further years, to take the contract term up to a maximum of 8 years.

HOW TO APPLY - Tenderers must apply via the e-tendering system and NOT directly to the buyer.

About the buyer

Contact name

Shane Linthwaite

Address

County Hall
Matlock
DE4 3AG
England

Telephone

For emergencies only: 01629 5389

Email

shane.linthwaite@derbyshire.gov.uk