Contact Management Solution

A Tender Notice

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Contract (Goods)
7 year
24 Feb 2021
To 22 Mar 2029 (est.)
26 Mar 2021 10:00



West Wales and the Valleys: Carmarthen

Geochart for 1 buyers and 0 suppliers


Dyfed Powys Police has a history of operating a critical voice and data environment to meet the demands of front-line services to its citizens via the 999, 101 and various other services. DPP has one of the highest average speed times of answering calls for 999 across the UK. Dyfed Powys Police are now seeking to procure an Integrated Communication Control System (ICCS) and Contact Management Solution (including telephony platform) for the Force Control Room based at Headquarters, Carmarthen. Adopting a principle of ‘cloud first’ we are looking for a cloud based, high availability, easy to maintain and effective next generation ICCS/Contact Management Solution that supports both multichannel voice and digital communications and also interfaces with the current Airwave radio network. The system must also be available within our secondary site, based at our premises in Ammanford which acts as a backup site but this site can also be used as a staff training facility, business continuity events and so on.

Total Quantity or Scope

Competitive procedure with Negotiation

Renewal Options

3 x 12 month periods

CPV Codes

  • 35711000 - Command, control, communication systems
  • 72212333 - Contact management software development services
  • 32412000 - Communications network
  • 32573000 - Communications control system
  • 35712000 - Tactical command, control and communication systems


  • This is a one-off contract (no recurrence)
  • Renewals are available.
  • Professional qualifications are sought.
  • Staff qualifications are relevant.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are: The Police and Crime Commissioner for Dyfed Powys has identified the following core outcomes for the 2017-2021 Police & Crime Plan. Priority 1: Keeping our communities safe Priority 2: Safeguarding the vulnerable Priority 3: Protecting our communities from serious threats Priority 4: Connecting with communities It is intended that the implementation of this solution will improve the resilience of existing IT services across Dyfed Powys, and enhance operational effectiveness of the Police Service improving communication and access to information and intelligence. This will improve tasking of assets to ensure they are in the right place at the right time to support both local and national policing incidents and initiatives thereby supporting the outcomes identified above, in particularly our contact with members of the public via 101 and 999 calls. Should the supplier take responsibility for disposal of equipment it shall be completed in an environmentally sustainable method using national accredited standards. (WA Ref:108434) The buyer considers that this contract is suitable for consortia.