Section one: Contracting authority
one.1) Name and addresses
Norfolk County Council
County Hall, Martineau Lane
Norwich
NR1 2DH
Country
United Kingdom
NUTS code
UKH15 - Norwich and East Norfolk
Internet address(es)
Main address
Buyer's address
https://in-tendhost.co.uk/norfolkcc/aspx/Home
one.3) Communication
Additional information can be obtained from the above-mentioned address
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
Customer Contact as a Service
Reference number
NCCT42710
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKH17 - Breckland and South Norfolk
- UKH16 - North and West Norfolk
- UKH15 - Norwich and East Norfolk
two.2.4) Description of the procurement
Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.Norfolk County Councils top basic requirements are as follows:Basic functionality (e.g. outbound transfers, warm transfers, external conferencing, multiple outbound CLIs)Softphone - take external and internal calls from office and homeCloud based solutionAutomated call distribution and skills-based routingMenus (IVR, voice recognition)Call recordingCall queue checks (e.g. agent checks and calls in queue)Payment system integration (Pay360 and KeyIVR)Customer Experience Platform system integrationMI – real time metrics and historical reporting
two.3) Estimated date of publication of contract notice
10 July 2023
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
This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.