Contact Centre as a Service (CCaaS)

{
  "id": "064642-2025",
  "tag": [
    "planningUpdate"
  ],
  "date": "2025-10-13T11:04:23+01:00",
  "ocid": "ocds-h6vhtk-05adfc",
  "buyer": {
    "id": "GB-PPON-PQWX-7678-NJGQ",
    "name": "The Chief Constable of Thames Valley Police"
  },
  "tender": {
    "id": "TVP001016 - Contact Centre as a Service (CCaaS)",
    "lots": [
      {
        "id": "1",
        "status": "planning",
        "contractPeriod": {
          "endDate": "2035-06-30T23:59:59+01:00",
          "startDate": "2027-07-01T00:00:00+01:00"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
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        ],
        "additionalClassifications": [
          {
            "id": "32400000",
            "scheme": "CPV",
            "description": "Networks"
          },
          {
            "id": "32500000",
            "scheme": "CPV",
            "description": "Telecommunications equipment and supplies"
          },
          {
            "id": "48200000",
            "scheme": "CPV",
            "description": "Networking, Internet and intranet software package"
          },
          {
            "id": "48500000",
            "scheme": "CPV",
            "description": "Communication and multimedia software package"
          },
          {
            "id": "48800000",
            "scheme": "CPV",
            "description": "Information systems and servers"
          },
          {
            "id": "48900000",
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            "description": "Miscellaneous software package and computer systems"
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          {
            "id": "72000000",
            "scheme": "CPV",
            "description": "IT services: consulting, software development, Internet and support"
          }
        ]
      }
    ],
    "title": "Contact Centre as a Service (CCaaS)",
    "value": {
      "amount": 600000,
      "currency": "GBP",
      "amountGross": 720000
    },
    "status": "planning",
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "description": "Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.\nThe desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:\n•\tIncreased self-service options for the public\n•\tImproved, more intuitive call routing Increased insight on our demand including abandoned / failed contact\n•\tReduced handle time for voice and digital\n•\tImproved information capture and data quality\nThe requirements for the supply of this system will cover the following;\n•\tInbound Voice Routing (IVR)\n•\tAutomatic Call Distribution (ACD)\n•\tDigital Interaction Routing (DIR)\n•\tWorkforce Engagement Monitoring (WEM)\n•\tPre-Packaged Applications\n•\tApplications & Native Communications Connectivity\n•\tOutbound Voice Calling\n•\tCustomer Self-Service Automation\n•\tData Retention, Review & Disposal (RRD)\n•\tArtificial Intelligence (AI)\n•\tLarge Language Model (LLM)\nNote: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.",
    "aboveThreshold": true,
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-PPON-PQWX-7678-NJGQ",
      "name": "The Chief Constable of Thames Valley Police",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKJ14",
        "country": "GB",
        "locality": "Kidlington",
        "postalCode": "OX5 1NZ",
        "countryName": "United Kingdom",
        "streetAddress": "Thames Valley Police - HQ North"
      },
      "details": {
        "url": "https://www.thamesvalley.police.uk/police-forces/thames-valley-police/areas/au/about-us/our-people/departments-and-teams/procurement/",
        "classifications": [
          {
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE",
            "description": "Public authority - sub-central government"
          }
        ]
      },
      "identifier": {
        "id": "PQWX-7678-NJGQ",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "name": "Chris Dent",
        "email": "ProcurementICT@thamesvalley.police.uk"
      }
    },
    {
      "id": "GB-PPON-PLMD-5951-VJRL",
      "name": "Hampshire and Isle of Wight Constabulary",
      "roles": [
        "procuringEntity"
      ],
      "address": {
        "region": "UKJ35",
        "country": "GB",
        "locality": "Leigh Road, Eastleigh",
        "postalCode": "SO50 9SJ",
        "countryName": "United Kingdom",
        "streetAddress": "Police & Fire Headquarters"
      },
      "identifier": {
        "id": "PLMD-5951-VJRL",
        "scheme": "GB-PPON"
      },
      "roleDetails": "Thames Valley Police and Hampshire & Isle of Wight Constabulary have a joint ICT department and the services we are looking to procure as part of this notice will be for both Forces. Thames Valley Police will be undertaking all procurement activities for these services.",
      "contactPoint": {
        "email": "procurementict@thamsvalley.police.uk"
      }
    }
  ],
  "language": "en",
  "planning": {
    "documents": [
      {
        "id": "064642-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/064642-2025",
        "format": "text/html",
        "noticeType": "UK2",
        "description": "Preliminary market engagement notice on Find a Tender",
        "documentType": "marketEngagementNotice",
        "datePublished": "2025-10-13T11:04:23+01:00"
      }
    ],
    "milestones": [
      {
        "id": "engagement",
        "type": "engagement",
        "status": "scheduled",
        "dueDate": "2025-10-31T23:59:59Z",
        "description": "The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk\nPlease include the following detail in your message: -\n- Quoting Reference: TVP01016 - Contact Centre as a Service\n(CCaaS)\n- Full name\n- Company/organisation name\n- Contact details (E-mail and phone number)\nIn return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages.\nThis Notice is for information only.\nThe information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise."
      }
    ]
  },
  "initiationType": "tender"
}

{
  "id": "064627-2025",
  "tag": [
    "planning"
  ],
  "date": "2025-10-13T10:47:49+01:00",
  "ocid": "ocds-h6vhtk-05adfc",
  "buyer": {
    "id": "GB-PPON-PQWX-7678-NJGQ",
    "name": "The Chief Constable of Thames Valley Police"
  },
  "tender": {
    "id": "TVP001016 - Contact Centre as a Service (CCaaS)",
    "lots": [
      {
        "id": "1",
        "status": "planning",
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          "endDate": "2035-06-30T23:59:59+01:00",
          "startDate": "2027-07-01T00:00:00+01:00"
        }
      }
    ],
    "items": [
      {
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            "country": "GB",
            "countryName": "United Kingdom"
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        ],
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          {
            "id": "32400000",
            "scheme": "CPV",
            "description": "Networks"
          },
          {
            "id": "32500000",
            "scheme": "CPV",
            "description": "Telecommunications equipment and supplies"
          },
          {
            "id": "48200000",
            "scheme": "CPV",
            "description": "Networking, Internet and intranet software package"
          },
          {
            "id": "48500000",
            "scheme": "CPV",
            "description": "Communication and multimedia software package"
          },
          {
            "id": "48800000",
            "scheme": "CPV",
            "description": "Information systems and servers"
          },
          {
            "id": "48900000",
            "scheme": "CPV",
            "description": "Miscellaneous software package and computer systems"
          },
          {
            "id": "72000000",
            "scheme": "CPV",
            "description": "IT services: consulting, software development, Internet and support"
          }
        ]
      }
    ],
    "title": "Contact Centre as a Service (CCaaS)",
    "value": {
      "amount": 600000,
      "currency": "GBP",
      "amountGross": 720000
    },
    "status": "planning",
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "description": "Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces. \nThe desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:\n•\tIncreased self-service options for the public\n•\tImproved, more intuitive call routing Increased insight on our demand including abandoned / failed contact\n•\tReduced handle time for voice and digital\n•\tImproved information capture and data quality\nThe requirements for the supply of this system will cover the following; \n•\tInbound Voice Routing (IVR)\n•\tAutomatic Call Distribution (ACD)\n•\tDigital Interaction Routing (DIR)\n•\tWorkforce Engagement Monitoring (WEM)\n•\tPre-Packaged Applications\n•\tApplications & Native Communications Connectivity\n•\tOutbound Voice Calling\n•\tCustomer Self-Service Automation\n•\tData Retention, Review & Disposal (RRD)\n•\tArtificial Intelligence (AI)\n•\tLarge Language Model (LLM)\nNote: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.",
    "aboveThreshold": true,
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-PPON-PQWX-7678-NJGQ",
      "name": "The Chief Constable of Thames Valley Police",
      "roles": [
        "buyer"
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      "address": {
        "region": "UKJ14",
        "country": "GB",
        "locality": "Kidlington",
        "postalCode": "OX5 1NZ",
        "countryName": "United Kingdom",
        "streetAddress": "Thames Valley Police - HQ North"
      },
      "details": {
        "url": "https://www.thamesvalley.police.uk/police-forces/thames-valley-police/areas/au/about-us/our-people/departments-and-teams/procurement/",
        "classifications": [
          {
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      "identifier": {
        "id": "PQWX-7678-NJGQ",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "name": "Chris Dent",
        "email": "ProcurementICT@thamesvalley.police.uk"
      }
    },
    {
      "id": "GB-PPON-PLMD-5951-VJRL",
      "name": "Hampshire and Isle of Wight Constabulary",
      "roles": [
        "procuringEntity"
      ],
      "address": {
        "region": "UKJ35",
        "country": "GB",
        "locality": "Leigh Road, Eastleigh",
        "postalCode": "SO50 9SJ",
        "countryName": "United Kingdom",
        "streetAddress": "Police & Fire Headquarters"
      },
      "identifier": {
        "id": "PLMD-5951-VJRL",
        "scheme": "GB-PPON"
      },
      "roleDetails": "Thames Valley Police and Hampshire & Isle of Wight Constabulary have a joint ICT department and the services we are looking to procure as part of this notice will be for both Forces. Thames Valley Police will be undertaking all procurement activities for these services.",
      "contactPoint": {
        "email": "procurementict@thamsvalley.police.uk"
      }
    }
  ],
  "language": "en",
  "planning": {
    "documents": [
      {
        "id": "064627-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/064627-2025",
        "format": "text/html",
        "noticeType": "UK2",
        "description": "Preliminary market engagement notice on Find a Tender",
        "documentType": "marketEngagementNotice",
        "datePublished": "2025-10-13T10:47:49+01:00"
      }
    ],
    "milestones": [
      {
        "id": "engagement",
        "type": "engagement",
        "status": "scheduled",
        "dueDate": "2025-10-31T23:59:59Z",
        "description": "The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk\nPlease include the following detail in your message: -\n- Quoting Reference: TVP01016 - Contact Centre as a Service\n(CCaaS)\n- Full name\n- Company/organisation name\n- Contact details (E-mail and phone number)\nIn return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages. \nThis Notice is for information only.\nThe information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise."
      }
    ]
  },
  "initiationType": "tender"
}