Contact Centre as a Service

Concepts

• norwich
• information technology
• norfolk county council
• service areas
• new contact centre
• managed contact centre service
• use of cloud services
• system.the estimate value
• primary drivers
• communications equipment

Location

Norfolk

Description

Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.

Total Quantity or Scope

The contract also includes services for the migration from the current legacy system.The estimate value included in this notice does not include VAT.The contract length is 5 years as the initial term with the right to extend by a period or periods of up to 3 years.

Renewal Options

The Council has the right to extend the contract by a period or periods totalling no more than 3 years.

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 32000000 - Radio, television, communication, telecommunication and related equipment
• 48000000 - Software package and information systems

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are not available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.