Section one: Contracting authority
one.1) Name and addresses
Home Office
London
fbis.commercial@homeoffice.gov.uk
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Public order and safety
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Home Office Customer Journey Support
Reference number
C22825
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Market engagement for future services: customer contact transformation to include robotic automation, assistive technologies, and customer account management.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32332200 - Telephone-answering machines
- 32550000 - Telephone equipment
- 48445000 - Customer Relation Management software package
- 48920000 - Office automation software package
- 48921000 - Automation system
- 72212445 - Customer Relation Management software development services
- 72513000 - Office automation services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The Home Office is the lead Government Department for immigration and passports, and is responsible for securing the UK border, controlling immigration and issuing passports and visas.
The Home Office seeks market knowledge from suppliers in relation to customer contact management and overall customer journey support for the global customer base. For example, technologies supporting these services:
Virtual assistant
Web chat
Voice bot
Customer account/relationship management
two.2.14) Additional information
Scope is indicative at this stage and is subject to change in any subsequent contract
notice(s).
two.3) Estimated date of publication of contract notice
30 September 2022
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
A virtual further information and supplier engagement event will be held 14:30 23/03/2022.
Companies able to offer a solution within the required time are requested to attend, attendance is not a condition for bidders in any future procurement.
Any suppliers interested in attending this event should register interest by email to
fbiscommercial@homeoffice.gov.uk before 21/03/2022