Scope
Reference
JB/ICT/LCC/25/1917
Description
A digital front door platform is designed to streamline and enhance the way residents and businesses interact with services that the Authority provides. The future platform will deliver the following strategic ambitions:
• Easy, seamless experience whether engaging by phone, face to face, social media, AI chat or via a range of resident facing applications and forms.
• Mobile friendly, easy access to advice, information, and support about our services at a time to suit our residents.
• Opportunities to feedback about their digital journey and the design of our resident facing services.
• An automated telephone payment system which allows users to make payments over the phone or online without needing to speak to an agent.
• Receive a consistently effective digital service without having to tell us more than once.
• Ability to capture nondigital interactions where residents have chosen to use nondigital routes.
• Real time access to updates about a service request
• Promotes an inclusive digital service.
• Accessibility is embedded into the fabric of our solution so that residents with additional needs can engage with us digitally.
• Seamless signposting to the wider local government community without having to understand the difference between county, district, or parish level services.
• Ability to communicate in a non-English first language.
• An effective, timely and empathic response to an enquiry or service request
• Assurance that information we hold is safe and secure
Total value (estimated)
- £4,300,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 September 2025 to 31 March 2029
- Possible extension to 31 March 2036
- 10 years, 7 months
Description of possible extension:
The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months.
Main procurement category
Goods
CPV classifications
- 48000000 - Software package and information systems
Contract locations
- UKD - North West (England)
Participation
Legal and financial capacity conditions of participation
Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the legal and financial capacity conditions of participation.
Technical ability conditions of participation
Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the technical ability conditions of participation.
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
30 April 2025, 5:00pm
Submission type
Tenders
Tender submission deadline
9 May 2025, 11:00am
Submission address and any special instructions
All tenders must be submitted via Lancashire County Council's e-tendering portal (https://www.lancashire.gov.uk/fusion-supplier-portal/)
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
24 July 2025
Award criteria
| Name | Description | Type |
|---|---|---|
| Compliance with statement of requirements | Refer to section 5.3 of the ITT for further details. This criteria is pass/fail. Tenderer confirms their solution can meet all "must have" (mandatory) requirements as detailed in Appendix B -... |
Quality |
| Quality and Technical | Refer to section 5.4 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 60% of the total award criteria. |
Quality |
| Price | Refer to section 5.5 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 30% of the total award criteria. |
Cost |
| Social value | Refer to section 5.6 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 10% of the total award criteria. |
Quality |
Weighting description
Refer to section 5.1 of the ITT for further details.
> Award Evaluation Criteria - Compliance (Pass/Fail)
> Award Evaluation Criteria - Quality & Technical (60%)
> Award Evaluation Criteria - Price (30%)
> Award Evaluation Criteria - Social Value (10%)
Other information
Payment terms
Refer to Appendix A - Contract and the Council's website (https://www.lancashire.gov.uk/fusion-supplier-portal/) for further details.
Description of risks to contract performance
Refer to Section 6 in Appendix B - Statement of Requirements
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
The evaluation of Tenders will follow the guidelines detailed in the ITT. All Submissions will be marked over a three (3) stage process before the Contract is awarded.
Stage 1: Procurement Specific Questionnaire (PSQ) Selection Criteria
Stage 2: Award Evaluation Criteria
Stage 3: Demonstration Meetings and Finalisation Meeting
Justification for not publishing a preliminary market engagement notice
The Authority issued a Prior Information Notice (F01) on the 12th November 2024 (notice reference: 2024/S 000-036555) regarding this procurement under the Public Contract Regulations 2015. The purpose of the early market engagement was to understand the solution capabilities of a digital front door platform for Lancashire residents and local businesses.
Contracting authority
Lancashire County Council
- Public Procurement Organisation Number: PBBJ-2179-TNXM
PO Box 100, County Hall
Preston
PR1 0LD
United Kingdom
Contact name: James Bennett
Email: digitalprocurement@lancashire.gov.uk
Website: https://www.lancashire.gov.uk/fusion-supplier-portal/
Region: UKD45 - Mid Lancashire
Organisation type: Public authority - sub-central government
Other organisation
These organisations are carrying out the procurement, or part of it, on behalf of the contracting authorities.
Social Value Portal Ltd
Summary of their role in this procurement: Evaluation and ongoing contract management support for social value deliverables.
- Public Procurement Organisation Number: PQHH-4489-TLZM
Tintagel House, 92 Albert Embankment,
London
SE1 7TY
United Kingdom
Email: support@socialvalueportal.com
Website: https://www.socialvalueportal.com/
Region: UKI45 - Lambeth