Public procurement notice: Contract Notice
Published: 2016-10-28
Buyer: Derbyshire County Council
Country: UK
Region: EAST MIDLANDS (ENGLAND)
Contract type: Supplies
Procedure: Restricted procedure
CPV classification: 48000000 | 48333000 | 48500000 | 72000000
Estimated value: 400000 GBP
Submission deadline: 2016-11-30
Award criteria: The most economic tender

Technical requirements: The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT trained staff. It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes.
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls which are handled by Call Derbyshire 24/7/365.
The Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution.
The contract value is expected to be between 400 000 GBP and 520 000 GBP for the total contract period including all extensions and options.
The initial contract term will be for 5 years from Go-Live, with options to extend on an annual basis for up to 3 further years to take the contract term up to a maximum of 8 years.
As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.


Eligibility requirements: As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org. As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org. As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org. As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org. As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.
As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org. As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.
As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.