Published date: 15 April 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 16 November 2020, 11:59pm

Contract summary

Industry

  • Technical services - 71356000

Location of contract

Any region

Value of contract

£1,000,000

Procurement reference

tender_268750/944793

Published date

15 April 2021

Closing date

16 November 2020

Closing time

11:59pm

Contract start date

4 January 2021

Contract end date

3 January 2023

Contract type

Service contract

Procedure type

Call-off from a dynamic purchasing system

A mini-competition or direct purchase from a pre-established dynamic purchasing system.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

The charging CAZ service will be used by a broad base of customers with a wide variety of user needs. These needs have been captured and interpreted through a user research process aligned to the relevant Government Digital Service standards for user research. For digital by default services it is important that non-digital or assisted digital options exist for customers who have additional support needs as well as a contact point for seamlessly resolving customer problems and communicating across relevant organisations. 2. Purpose and Scope of this Specification The customer demand scenario model identifies some key scenarios for why customers would need to seek support when using the service. This specification focuses on the requirement for a digital solution that that avoids complexities of technical integration to legacy systems yet ensures seamless communication between organisations involved in operating the CCAZ service. In scope - A software as a service solution - A cloud based customer relationship management solution - Hosted in the United Kingdom data centre(s) - The SaaS solution has an authority to operate from either DFT or one of its Executive agencies - The SaaS solution has been integrated previously with Salesforce CRM (that is the solution used by our contact centre service provider).

Award information

Awarded date

21 December 2020

Contract start date

4 January 2021

Contract end date

3 January 2023

Total value of contract

£1,212,234.57

This contract was awarded to 1 supplier.

Deloitte LLP

Address

1 New Street Square, London, United Kingdom, EC4A 3HQ

Reference

No reference - other

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Gilly Faulkner

Address

Great Minster House, Horseferry Road
London
SW1P 4DR
England

Email

Gilly.Faulkner@dft.gov.uk