Public procurement notice: Contract Notice
Published: 2017-02-08
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: 2017-03-09
Award criteria: The most economic tender

Technical requirements: TS17003 Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services.
The Council requires an Internally Hosted Contact Centre Telephony and Multi-Channel Solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer Interactions regardless of Channel.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, Social Media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT 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 Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and Government bodies who will not have access to the Solution themselves.
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.
Information and formalities necessary for evaluating if the requirements are met: 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.


Eligibility requirements: Information and formalities necessary for evaluating if the requirements are met: 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.