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It will also incorporate workforce management capabilities to enable effective forecasting, scheduling, and performance management of customer service agents.\nThe solution will provide a reliable and efficient contact handling environment, enabling customer service agents to manage interactions across multiple channels and teams, delivering end-to-end customer contact management.\nThe platform will be designed with scalability in mind, allowing for future expansion into a fully omni-channel solution. This will incorporate AI-driven capabilities, automation, and chatbot functionality to improve customer experience and operational efficiency. It will also support seamless movement of customers between digital and voice channels while retaining context and customer history, reducing the need for customers to repeat information.\nAdditional capabilities based on the following phased approach, will include implementations that will promote and support, channel shift, social media integration, out-of-hours functionality, self-service via a customer portal, WhatsApp integration, and connectivity to GSA core platforms as required.\nBusiness Objectives\nThe key objectives of this initiative are:\nPhase 1\n•\tImprove customer experience through faster response times and consistent communication across channels\n•\tIncrease operational efficiency by streamlining agent workflows and automating routine tasks\n•\tEnable multi-channel engagement (voice, email, SMS) from a single platform\n•\tProvide scalability to support growing customer demand and flexibility as customer contact channels evolve. A modern contact centre should allow interactions to flow between digital and voice channels while retaining context and customer history, reducing the need for customers to repeat information\n•\tImplement robust reporting and workforce management capabilities\nPhase 2\nLay the foundation for omnichannel and AI capabilities, including:\n•\tIntelligent routing\n•\tChatbots and virtual assistants\n•\tPredictive analytics\n•\tCapabilities such as call summaries, agent assist, intent recognition, and sentiment analysis\n•\tIntroduce additional digital channels and services, including:\no\tCustomer self-service portal\no\tSocial media channels\no\tChannel switching (movement between channels)\no\tDigital concierge (triage)\nIn Scope / Out of Scope\nIn Scope:\n•\tTelephony (Voice)\no\tInbound call handling\no\tOutbound calling capabilities (manual and automated)\no\tCall routing and queuing\no\tIVR (Interactive Voice Response)\no\tWorkforce management\n•\tDigital Communication\no\tEmail management (inbound/outbound)\no\tSMS/text messaging (inbound/outbound)\n•\tAgent Functionality\no\tUnified agent desktop/interface\no\tCall controls (hold, transfer, mute, conference)\no\tInteraction history\n•\tReporting & Analytics\no\tOperational reporting (call volumes, wait times, agent performance, workforce management)\n•\tScalability\no\tA cloud-based or scalable architecture should be implemented to support future growth, ensuring the solution remains evergreen and adaptable to evolving business needs.\nOut of Scope (For initial phase 1)\n•\tFull omnichannel integration (e.g. social media, web chat)\n•\tAdvanced AI-driven automation (to be considered in future phases)\n•\tComplex MRI integration \n•\tAdvanced speech analytics (beyond reporting)\nThis is required to modernise the service, support hybrid working, improve customer engagement, and reduce estate and operating costs. Estimated budget of £650k inc VAT." } ], "status": [ { "releaseID": "065814-2026", "releaseDate": "2026-07-13T17:58:38+01:00", "releaseTag": [ "planning" ], "value": "planned" } ], "items": [ { "id": "1", "additionalClassifications": [ { "releaseID": "065814-2026", "releaseDate": "2026-07-13T17:58:38+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "CPV", "id": "64214200", "description": "Telephone switchboard services" }, { "scheme": "CPV", "id": "79511000", "description": "Telephone operator services" }, { "scheme": "CPV", "id": "79512000", "description": "Call centre" } ] } ], "deliveryAddresses": [ { "region": [ { "releaseID": "065814-2026", "releaseDate": "2026-07-13T17:58:38+01:00", "releaseTag": [ "planning" ], "value": "UKC" } ], "country": [ { "releaseID": "065814-2026", "releaseDate": "2026-07-13T17:58:38+01:00", "releaseTag": [ "planning" ], "value": "GB" } ], "countryName": [ { "releaseID": "065814-2026", "releaseDate": "2026-07-13T17:58:38+01:00", "releaseTag": 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