Section one: Contracting authority
one.1) Name and addresses
Rochdale Borough Council
Number One Riverside
Rochdale
OL161XU
Contact
PHILIP STEPHENS
philip.stephens@star-procurement.gov.uk
Country
United Kingdom
Region code
UKD37 - Greater Manchester North East
Rochdale Borough Council
Council
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
Contact Telephony Services
Reference number
STAR UID 14799
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
Critical Requirements:
Rochdale Borough Council existing telephony contract is due to end in 2025. They are looking for a supplier to meet business critical requirements:
Contact centre (CCaaS) analytics and reporting
Complete omnichannel contact centre, phone system and UC platform
Digital customer journeys and speech analytics
Customer self-service and IVR
Workforce optimisation (WFO), Workforce management (WFM) and Quality evaluations
Outbound dialler capabilities
Omnichannel desktop
System integrations including CRM integration
PCI compliance
Complete set of telecommunication, integration and support services
3-Year contract
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £304,020
two.2) Description
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKD - North West (England)
Main site or place of performance
Rochdale Council
two.2.4) Description of the procurement
3-Year contract, awarded through the G Cloud 14 Framework
Contact Telephony Services
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
- The procurement falls outside the scope of application of the regulations
Explanation:
Direct Award through the G Cloud 14
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
10 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
Kerv Experience Limited
I Finsbury Avenue
London
C2M 2PF
Country
United Kingdom
NUTS code
- UKD - North West (England)
Companies House
03925996
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: £304,020
Total value of the contract/lot: £304,020
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Rochdale Council
Rochdale
Country
United Kingdom