TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES

Concepts

• dundee
• information technology
• omnichannel facilities
• customer services processes
• omnichannel services
• customer services
• further service areas
• implementation of omnichannel services
• the omnichannel facilities
• omnichannel

Location

Dundee City

Description

Implementation of Omnichannel Services

Total Quantity or Scope

The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.

Renewal Options

Option to extend for 1 + 1 years

Award Criteria

CPV Codes

• 72222300 - Information technology services

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Professional qualifications are sought.
• Award on basis of price.

Other Information

NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=751549. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx. 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. Community benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-pr... A summary of the expected community benefits has been provided as follows: Contractors will be asked to deliver community benefit activity as a mandatory element of this contract. In June 2018 Dundee City Council approved a Community Benefits from Procurement Policy which includes a Council wide approach intended to secure the maximum economic and social benefits for the citizens of Dundee from City Council Procurement, within the current legal framework. Community Benefits is the term used to refer to a range of 'social issues' including targeted recruitment and training, equal opportunities considerations, supply chain initiatives, awareness raising programmes and community engagement activity which contribute more widely to sustainable procurement. Sustainable procurement is defined as “a process that achieves value for money on a whole life basis and generates benefits not only to the organisation, but also to society and the economy whilst minimising damage to the environment.” As part of this policy, Dundee City Council is committed to securing Community Benefits from procured contracts and will require the successful bidder to work with it, as part of the delivery of the contract in transforming the community in a real and sustainable manner. Community Benefit Requirements To this end, Bidders for contract will be required to deliver two Community Benefit activities per annum for duration of this contract. Community Benefit activity can include the following Awareness Raising Event for community group, college or school – this could include a wide range of activities which support learning and employability such as talks about environmental issues for school, college or university students or job seekers; training workshops carried out by contractors for target groups to raise awareness of their sector and its benefits and where appropriate the careers available, motivational talks, school talks, or to run events which tie in with a particular aspect of the curriculum. Community Support Activity or Community Wish – the council is developing a Community Wishes approach which will gather and moderate requests for support for small community projects. These will be wide ranging but likely to include requests to provide materials or volunteer labour to support small community projects including community gardens, allotment projects or community clear ups. (SC Ref:751549)