Published date: 5 May 2023

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: 8 June 2023, 12pm

Contract summary

Industry

  • Communication and multimedia software package - 48500000

Location of contract

West Midlands

Value of contract

£0 to £600,000

Procurement reference

WOLVCITY001-DN668946-69417084

Published date

5 May 2023

Closing date

8 June 2023

Closing time

12pm

Contract start date

7 August 2023

Contract end date

6 August 2026

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact.

Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.

This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money.

Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution.

The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.
The procurement documents are available at www.wolverhamptontenders.com

About the buyer

Contact name

Barry Greenwood

Address

Civic Centre
St Peters Square
Wolverhampton
WV1 1RL
United Kingdom

Email

barry.greenwood@wolverhampton.gov.uk

Website

http://www.wolverhampton.gov.uk