Section one: Contracting authority
one.1) Name and addresses
Newcastle City Council
Civic Centre
Newcastle Upon Tyne
NE18QH
Contact
Julie Spencer
julie.spencer@newcastle.gov.uk
Country
United Kingdom
Region code
UKC22 - Tyneside
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main 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
008695 - Customer Contact Centre through digital and omni-channel
two.1.2) Main CPV code
- 98000000 - Other community, social and personal services
two.1.3) Type of contract
Services
two.1.4) Short description
A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Lowest offer: £630,000 / Highest offer: £900,000 taken into consideration
two.2) Description
two.2.2) Additional CPV code(s)
- 48500000 - Communication and multimedia software package
two.2.3) Place of performance
NUTS codes
- UKC2 - Northumberland and Tyne and Wear
Main site or place of performance
To update the current telephony System with a Digital and cloud based solution throughout NCC locations.
two.2.4) Description of the procurement
To update the current telephony System with a Digital and cloud based solution throughout NCC locations. There have been 49 incidents being logged with ICT in the last 6 months. These have been for a range of issues from calls dropping, audio problems and inability to transfer calls. This is not sustainable. A cloud telephony solution offering a range of services and features such as Amazon Connect (Contact Centre System), has extensive storage and AI capabilities. It is widely used by organisations and governments due to its high security and compliance features. It was also named as a leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service (Gartner are a research agency that provide unbiased insight into key players in many markets).
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- No tenders or no suitable tenders/requests to participate in response to restricted procedure
- Service contract to be awarded to the winner or one of winners under the rules of a design contest
Explanation:
Market Engagement and used YPO Framework 1126. This had already been advertised as a framework.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
22 April 2025
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 0
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
AWS EMEA SARL UK
1 Principal Place
London
EC2A 2FA
Country
United Kingdom
NUTS code
- UK - United Kingdom
Companies House
FC034225
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £900,000
Lowest offer: £630,000 / Highest offer: £900,000 taken into consideration
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Court of Justice
Technology and Construction Court, 7 Rolls Buildings, Fetter Lane
London
EC4A 1NL
Country
United Kingdom