Scope
Description
Force Control Room Suite of Communication systems - User Journey, Citizen's Portal, and Customer Relationship Management Systems
Commercial tool
Establishes a framework
Total value (estimated)
- £9,000,000 excluding VAT
- £10,800,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 October 2025 to 1 October 2028
- Possible extension to 1 October 2030
- 5 years, 1 day
Description of possible extension:
2 x 12 months
Main procurement category
Services
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UKH - East of England
Lot constraints
Description of how multiple lots may be awarded:
• Lot 1 User Journey • Lot 2 Citizen Portal • Lot 3 Customer Relationship Management
Lot a2USi000000T3NVMA0. Lot 1 - User Journey
Description
Automated, configurable communications via SMS or email using pre-defined rules/data triggers to provide information to members of the public following contact with a force, allowing them to be kept informed of the progress of their interactions in line with Victims Code of Practice (VCoP).
Lot value (estimated)
- £1,200,000 excluding VAT
- £1,440,000 including VAT
Framework lot values may be shared with other lots
Same for all lots
CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.
Lot a2USi000000T3P7MAK. Lot 2 - Citizen Portal
Description
Members of the public can access a secure and easy to use personal portal to self-serve status updates for crime reports made to a force and access other relevant information.
Lot value (estimated)
- £400,000 excluding VAT
- £480,000 including VAT
Framework lot values may be shared with other lots
Same for all lots
CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.
Lot a2USi000000T3QjMAK. Lot 3 - Customer Relationship Management
Description
CRM system will hold information from multiple channels i.e. telephone, email, image uploads etc and make appropriate fast-paced connections to allow Force Control Room operators to have greater access to information and better support the public.
Lot value (estimated)
- £2,600,000 excluding VAT
- £3,120,000 including VAT
Framework lot values may be shared with other lots
Same for all lots
CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.
Framework
Maximum number of suppliers
Unlimited
Maximum percentage fee charged to suppliers
0%
Further information about fees
N/A
Framework operation description
Direct Award to Contractor
Award method when using the framework
Without competition
Contracting authorities that may use the framework
All Home Office Police Forces
Participation
Legal and financial capacity conditions of participation
Lot a2USi000000T3NVMA0. Lot 1 - User Journey
Lot a2USi000000T3P7MAK. Lot 2 - Citizen Portal
Lot a2USi000000T3QjMAK. Lot 3 - Customer Relationship Management
The minimum annual turnover requirement from bidding participants per Lot per annum, is as follows; Lot 1 User Journey £1.2 million Lot 2 Citizen Portal £400k Lot 3 Customer Relationship Management £2.6 million If bidding for ALL Lots, a minimum annual turnover of £4.2 million will be required.
Technical ability conditions of participation
Lot a2USi000000T3NVMA0. Lot 1 - User Journey
Lot a2USi000000T3P7MAK. Lot 2 - Citizen Portal
Lot a2USi000000T3QjMAK. Lot 3 - Customer Relationship Management
Please refer to the Non-Functional Requirements detailed within the Supplier Documents pack.
Particular suitability
Lot a2USi000000T3NVMA0. Lot 1 - User Journey
Lot a2USi000000T3P7MAK. Lot 2 - Citizen Portal
Lot a2USi000000T3QjMAK. Lot 3 - Customer Relationship Management
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
10 April 2025, 1:00pm
Submission type
Requests to participate
Tender submission deadline
17 April 2025, 1:00pm
Submission address and any special instructions
All submissions to be made via the Atamis e-tendering portal; https://7force.force.com/login
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
30 September 2025
Award criteria
Lot a2USi000000T3NVMA0. Lot 1 - User Journey
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality | Benefit Delivery 10% Meeting KPIs 5% Functional Requirements 20% Solution Integration 10% Solution Support 4% Non-Functional Requirements 16% |
Quality | 65.00% |
| Price | Total Cost of System 25% Rebate Mechanism 5% |
Price | 30.00% |
| Social Value | Social Value 5% |
Price | 5.00% |
Lot a2USi000000T3P7MAK. Lot 2 - Citizen Portal
Lot a2USi000000T3QjMAK. Lot 3 - Customer Relationship Management
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality | Benefit Delivery 5% Meeting KPIs 5% Functional Requirements 20% Solution Integration 15% Solution Support 4% Non-Functional Requirements 16% |
Quality | 65.00% |
| Price | Total Cost of System 25% Rebate Mechanism 5% |
Price | 30.00% |
| Social Value | Social Value 5% |
Price | 5.00% |
Other information
Description of risks to contract performance
1. Complex Interoperability with systems & software across the region (NFRs) 2. Poor Security & Cybersecurity controls 3. Difficulty with legacy data / transition of historical data 4. Inability or restrictions with the Integration & Interoperability of solution with current Force systems
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
Stage 1 - PSQ & Initial Tender Stage 2 - Negotiation Phase Stage 3 - Final Written Tender Stage 4 - Post Tender Negotiations with Preferred Bidder
Contracting authorities
The Police and Crime Commissioner for Bedfordshire
- Public Procurement Organisation Number: PMYD-4367-RCGW
Bedfordshire Police HQ Bridgebury House, Woburn Road,
Kempston
MK43 9AX
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH24 - Bedford
Organisation type: Public authority - sub-central government
The Police and Crime Commissioner for Hertfordshire
- Public Procurement Organisation Number: PPMD-2748-DXXY
Harpenden Police Station, 13 Vaughan Road
Harpenden
AL5 4GZ
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH23 - Hertfordshire
Organisation type: Public authority - sub-central government
The Police and Crime Commissioner for Cambridgeshire
- Public Procurement Organisation Number: PYNN-7542-TPNQ
PO Box 688
Huntingdon
PE29 9LA
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH12 - Cambridgeshire CC
Organisation type: Public authority - sub-central government
The Police and Crime Commissioner for Norfolk
- Public Procurement Organisation Number: PGQM-8624-MNJX
Jubilee House, Falconers Chase
Wymondham
NR18 0WW
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH17 - Breckland and South Norfolk
Organisation type: Public authority - sub-central government
The Police and Crime Commissioner for Suffolk
- Public Procurement Organisation Number: PDLT-3241-XVCD
Police Headquarters, Portal Avenue, Martlesham Heath
Ipswich
IP5 3QS
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH14 - Suffolk
Organisation type: Public authority - sub-central government
The Police, Fire and Crime Commissioner for Essex
- Public Procurement Organisation Number: PPBL-4276-QHPM
Kelvedon Park, London Road, Rivenhall
Witham
CM8 3HB
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKH34 - Essex Haven Gateway
Organisation type: Public authority - sub-central government
The Police and Crime Commissioner for Kent
- Public Procurement Organisation Number: PLZD-7548-CLJY
Kent Police HQ, Sutton Road
Maidstone
ME15 9BZ
United Kingdom
Contact name: Esther Beaumont
Email: esther.beaumont@essex.police.uk
Website: https://7force.force.com
Region: UKJ45 - Mid Kent
Organisation type: Public authority - sub-central government