Published date: 8 February 2017
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.
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
TS17003
Published date
8 February 2017
Closing date
9 March 2017
Contract start date
27 October 2017
Contract end date
26 October 2022
Contract type
Service 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?
No
Description
The Council requires an Internally Hosted Contact Centre Telephony and Multi-Channel Solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all
customer Interactions regardless of Channel.
The Solution should be implemented and live (Go-Live) by December 2017 at the latest.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, Social
Media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multichannel 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 Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality
The Council takes calls on behalf of other local authorities and Government bodies who will not have access to the Solution themselves.
The Contract shall for a period of 5 years with options to extend.
This tender is being advertised in OJEU and a contract notice was submitted on 6/2/2017 - 2017/S 027-048528
More information
Links
About the buyer
Contact name
Shane Linthwaite
Address
County Hall
Matlock
DE4 3AG
England
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Closing: 9 March 2017
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