Section one: Contracting authority/entity
one.1) Name and addresses
Places for People
305 Gray's Inn Road
London
WC1X 8QR
ProcurementTeam@placesforpeople.co.uk
Telephone
+44 1772897200
Country
United Kingdom
Region code
UK - United Kingdom
National registration number
PCLC-2366-MYPY
Internet address(es)
Main address
https://www.placesforpeople.co.uk
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Salesforce Service Cloud Voice
two.1.2) Main CPV code
- 72212445 - Customer Relation Management software development services
two.1.3) Type of contract
Services
two.1.4) Short description
Places for People intends to procure additional software product licences under its existing Salesforce contract. The requirement includes licences for Salesforce Service Cloud Voice, Digital Engagement, and Agentforce for Service products. These licences will enable enhanced customer service capabilities, including integrated voice support, digital channel engagement, and improved agent productivity tools. The procurement will be carried out as an extension to the current contractual arrangements with Salesforce.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £22,538,947.5
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
Places for People intends to procure additional software product licences under its existing Salesforce contract. The requirement includes licences for Salesforce Service Cloud Voice, Digital Engagement, and Agentforce for Service products. These licences will enable enhanced customer service capabilities, including integrated voice support, digital channel engagement, and improved agent productivity tools. The procurement will be carried out as an extension to the current contractual arrangements with Salesforce.
two.2.5) Award criteria
Quality criterion - Name: Quality and Technical merit / Weighting: 70
Cost criterion - Name: Pricing / Weighting: 30
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
In recent years, Salesforce has been contracted and extensively deployed into Places for People as a core strategic technology platform, delivering digitisation across our Customer Relationship Management (CRM) and Field Services and Scheduling operations. Under this contract, Places for People benefits from the ‘Salesforce Open CTI’ capability in order to integrate our telephony platform with the Salesforce CRM. The Salesforce Open CTI capability is scheduled for retirement, and has been superseded by the Salesforce Service Cloud Voice and Digital Engagement products. Purchasing these enables Places for People to continue to channel customer communications into the Salesforce environment. A change of supplier is not an option given that Places for People remains in contract to utilise the Salesforce CRM, and other goods or services would be incompatible with this core platform. Further to that, the use of Service Cloud Voice opens up the opportunity for Places for People to substantially automate and improve customer experience through the use of the Salesforce Agentforce for Service product. This AI capability is native to and exclusive within the Salesforce platform. Given that customer communications, business process, business data and customer data is all managed within Salesforce, leveraging an external AI capability would be disproportionately technically difficult to achieve and maintain.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2019/S 184-448486
Section five. Award of contract/concession
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
16 January 2026
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Salesforce UK Limited
Floor 26 Salesforce Tower, 110 Bishopsgate
London
EC2N 4AY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
05094083
The contractor/concessionaire is an SME
No
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Initial estimated total value of the contract/lot/concession: £22,538,947.5
Total value of the contract/lot/concession: £22,538,947.5
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1007589906 GO Reference: GO-2026119-PRO-34273035
six.4) Procedures for review
six.4.1) Review body
High Court of England and Wales
Royal Court of Justice, The Strand
London
WC2A 2LL
Telephone
+44 2079476000
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
High Court of England and Wales
Royal Court of Justice, The Strand
London
WC2A 2LL
Telephone
+44 2079476000
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
Cabinet Office
70 Whitehall
London
SW1A 2AS
Telephone
+44 2072761234
Country
United Kingdom