Scope
Reference
TVP001016 - Contact Centre as a Service (CCaaS)
Description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
• Increased self-service options for the public
• Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
• Reduced handle time for voice and digital
• Improved information capture and data quality
The requirements for the supply of this system will cover the following;
• Inbound Voice Routing (IVR)
• Automatic Call Distribution (ACD)
• Digital Interaction Routing (DIR)
• Workforce Engagement Monitoring (WEM)
• Pre-Packaged Applications
• Applications & Native Communications Connectivity
• Outbound Voice Calling
• Customer Self-Service Automation
• Data Retention, Review & Disposal (RRD)
• Artificial Intelligence (AI)
• Large Language Model (LLM)
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Total value (estimated)
- £600,000 excluding VAT
- £720,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 July 2027 to 30 June 2035
- 8 years
Main procurement category
Services
CPV classifications
- 32400000 - Networks
- 32500000 - Telecommunications equipment and supplies
- 48200000 - Networking, Internet and intranet software package
- 48500000 - Communication and multimedia software package
- 48800000 - Information systems and servers
- 48900000 - Miscellaneous software package and computer systems
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UK - United Kingdom
Engagement
Engagement deadline
31 October 2025
Engagement process description
The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk
Please include the following detail in your message: -
- Quoting Reference: TVP01016 - Contact Centre as a Service
(CCaaS)
- Full name
- Company/organisation name
- Contact details (E-mail and phone number)
In return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages.
This Notice is for information only.
The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.
Contracting authority
The Chief Constable of Thames Valley Police
- Public Procurement Organisation Number: PQWX-7678-NJGQ
Thames Valley Police - HQ North
Kidlington
OX5 1NZ
United Kingdom
Contact name: Chris Dent
Region: UKJ14 - Oxfordshire
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.
Hampshire and Isle of Wight Constabulary
Summary of their role in this procurement: Thames Valley Police and Hampshire & Isle of Wight Constabulary have a joint ICT department and the services we are looking to procure as part of this notice will be for both Forces. Thames Valley Police will be undertaking all procurement activities for these services.
- Public Procurement Organisation Number: PLMD-5951-VJRL
Police & Fire Headquarters
Leigh Road, Eastleigh
SO50 9SJ
United Kingdom
Region: UKJ35 - South Hampshire