Official UK procurement notice
008695 - Customer Contact Centre through digital and omni-channel
Authority: Newcastle City Council (Local council)
What is being bought
Published requirement descriptionA 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.
CPV: Communication and multimedia software package · Other community, social and personal services
The lotProcurement structure
single lot · no lot value publishedLot #1To update the current telephony System with a Digital and cloud based solution…Awarded
To 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).
Procedure terms & legal framework
From the official record- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 29 Apr 2025, 11:06 BST
- Last source update
- 29 Apr 2025, 11:06 BST
- FTS notice number
2025/S 000-017533- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0508efFind a Tender
- Why no open competition
No tenders or no suitable tenders/requests to participate in response to restricted procedure; Service contract to be awarded to the winner or one of winners under the rules of a design contest
- Published justification
Market Engagement and used YPO Framework 1126. This had already been advertised as a framework.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Amazon Web Services EMEA Sarl | — | — | Awarded |
Contracts
Contract 017533-2025-1 · Amazon Web Services EMEA Sarl
- Signed
- 22 Apr 2025
- Value
- —
- Status
- active
Bid statistics published by the authority
| Lot | Bids | SME | VCSE | Valid bid range |
|---|---|---|---|---|
| To update the current telephony System with a Digital and cloud based solution… | 1bids · 1 electronic | 0 | — | £630,000 – £900,000 |
| Whole notice | — | — | — | £630,000 – £900,000 |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- High Court of JusticeReview body
Bidders & participating suppliers
1 commercial party on the notice- AWS EMEA SARL UKAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.