Find a Tender
complete
Official procurement procedure
008695 - Customer Contact Centre through digital and omni-channel
Communication and multimedia software package
Other community
social and personal services
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: Newcastle City Council: "008695 - Customer Contact Centre through digital and omni-channel". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
| Contracting Authority | Newcastle City Council | Scope & Categories | Not published | Submission Window | complete No deadline published |
|---|---|---|---|---|---|
| Submission Gateway | Direct notice route | Legal Basis & Regime | Standard procurement | Estimated Value (exc. VAT) | Not published |
Bidder Intelligence · Authority Profile: Newcastle City Council
Market Analytics
Derived from OCDS awards & bid statistics
Published history for Newcastle City Council. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Competition Density
5.5Bids / Report
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate availablePayment Terms
Check noticePublished terms
Coverage: 63 active published awards; 62 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityNewcastle City Council | Procedure methodNot published | Procurement categoryNot published |
Statuscomplete | Framework / DPSNot published | CompetitionNot published |
Above thresholdNot published | Legal basisNot published | Tender period startsNot published |
Clarification deadlineNot published | Electronic submissionNot published | Submission languagesNot published |
Published29 Apr 2025, 11:06 BST | Last source update29 Apr 2025, 11:06 BST | Recurring procurementNot published |
ClassificationCommunication and multimedia software package, Other community, social and personal services | ||
Delivery area | ||
OCIDocds-h6vhtk-0508ef | ||
What is being bought
A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution.
What changed
From the official release history
- Status changed to complete
29 Apr 2025, 11:06 BST - Official notice release published
29 Apr 2025, 11:06 BST - Buyer information updated
29 Apr 2025, 11:06 BST
Lots and requirements (1)
Published by the contracting authority
- Lot 1 · #1Individual lot title not publishedcancelledPublished valueNot publishedTo update the current telephony System with a Digital and cloud based solution throughout NCC locations. There have been 49 incidents being logged with ICT in the last 6 months. These have been for a range of issues from calls dropping, audio problems and inability to transfer calls. This is not sustainable. A cloud telephony solution offering a range of services and features such as Amazon Connect (Contact Centre System), has extensive storage and AI capabilities. It is widely used by organisations and governments due to its high security and compliance features. It was also named as a leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service (Gartner are a research agency that provide unbiased insight into key players in many markets).Contract periodNot publishedEligibilityNot publishedOptions / renewalNot published
Timeline
- Procedure published
29 Apr 2025, 11:06 BST - Award active
Not published · Not published - Contract active
Signed 22 Apr 2025, 00:00 BST · Not published
Commercial outcome and competition
Awards AWS EMEA SARL UK Not published · Not published · active |
Contracts Contract Not published · signed 22 Apr 2025, 00:00 BST · active |
Bid statistics highestValidBidValue: 900000 lowestValidBidValue: 630000 bids: 1 (lot 1) electronicBids: 1 (lot 1) highestValidBidValue: 900000 (lot 1) lowestValidBidValue: 630000 (lot 1) smeBids: 0 (lot 1) |
Buyer and organisations in this procedure
Newcastle City Council
Contracting authority GB-FTS-44810Documents (0)
Official links; attachments are not copied
No linked documents are published
Related procedures (0)
No related procedures published
Planning and rationale
Planning budgetNot published |
No-engagement rationaleNot published |
Procedure rationaleMarket Engagement and used YPO Framework 1126. This had already been advertised as a framework. |