Section one: Contracting authority
one.1) Name and addresses
Wolverhampton City Council
Civic Centre, St Peters Square
Wolverhampton
WV1 1RL
Contact
Mr Barry Greenwood
barry.greenwood@wolverhampton.gov.uk
Telephone
+44 1902556556
Country
United Kingdom
NUTS code
UKG39 - Wolverhampton
Internet address(es)
Main address
http://www.wolverhampton.gov.uk
Buyer's address
http://www.wolverhampton.gov.uk
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
CWC22183 - Omnichannel
Reference number
DN668946
two.1.2) Main CPV code
- 48500000 - Communication and multimedia software package
two.1.3) Type of contract
Supplies
two.1.4) Short description
Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact.
Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council’s Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKG39 - Wolverhampton
two.2.4) Description of the procurement
Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact.
Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council’s Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.
This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centred services, which deliver value for money.
Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction - Chatbot. The solution must also include Webchat functionality - the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution.
The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60%
Price - Weighting: 40%
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
Open procedure
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: 2023/S 000-012979
Section five. Award of contract
Contract No
CWC22183
Title
CWC22183 - Omnichannel
A contract/lot is awarded: No
five.1) Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Wolverhampton City Council
Wolverhampton
Country
United Kingdom