Provision of Telephony and Contact Centre Services

A Tender Notice

Find a Tender
Contract (Goods)
5 year
03 Sep 2021
To 16 Apr 2027 (est.)
04 Oct 2021 11:00




Geochart for 1 buyers and 0 suppliers


The Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner.

Total Quantity or Scope

The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements. A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages: Selection Questionnaire (SQ) Stage Invitation to Participate in Dialogues (ITPD) Stage Final Submission Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure. The key objectives of the service are to provide platforms for advising the public that are: Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution. Flexible: we’ll be able to change them to meet the changing needs of our clients and services Scalable: able to grow with us as an organisation Reliable: providing the consistency we need to deliver a great service Accessible: all of our users (staff and clients) will be able to use them Affordable: they’ll deliver great value for money Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email. Additional information: To respond to this opportunity please click here

Renewal Options

Please see attached documentation.

Award Criteria

Quality 60
price 40

CPV Codes

  • 32412100 - Telecommunications network
  • 32510000 - Wireless telecommunications system


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

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (MT Ref:223819)