Official UK procurement notice
Contact Centre as a Service (CCaaS)
Authority: The Chief Constable of Thames Valley Police (Police & fire)·On behalf of: Hampshire and Isle of Wight Constabulary
What is being bought
Published requirement descriptionHampshire 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.
The 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:
- Increased self-service options for the public
- Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
- Reduced handle time for voice and digital
- Improved information capture and data quality
The requirements for the supply of this system will cover the following;
- Inbound Voice Routing (IVR)
- Automatic Call Distribution (ACD)
- Digital Interaction Routing (DIR)
- Workforce Engagement Monitoring (WEM)
- Pre-Packaged Applications
- Applications & Native Communications Connectivity
- Outbound Voice Calling
- Customer Self-Service Automation
- Data Retention, Review & Disposal (RRD)
- Artificial Intelligence (AI)
- Large Language Model (LLM)
Note: 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.
CPV: Communication and multimedia software package · IT services: consulting, software development, Internet and support · Information systems and servers · Miscellaneous software package and computer systems · Networking, Internet and intranet software package · Networks · Telecommunications equipment and supplies
The lotProcurement structure
single lot · no lot value publishedProcedure terms & legal framework
From the official record- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Past planning notice
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 13 Oct 2025, 10:47 BST
- Last source update
- 13 Oct 2025, 11:04 BST
- Authority reference
TVP001016 - Contact Centre as a Service (CCaaS)- FTS notice number
2025/S 000-064642- Latest notice
- Preliminary market engagement notice (UK2)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-05adfcFind a Tender
How it was run
Official notice- Submission deadline
- —
Timeline
13 Oct 2025 → 1 Jul 2027 · 3 dates- Planning notice published374 days ago13 Oct 2025, 10:47 BST
- Market engagement355 days ago31 Oct 2025, 23:59 GMT
The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to [email protected]
Please include the following detail in your message: -
- Quoting Reference: TVP01016 - Contact Centre as a Service
(CCaaS)
- Full name
- Company/organisation name
- Contact details (E-mail and phone number)
In 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.
This Notice is for information only.
The 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.
- Today22 Oct 2026
- Contract startsin 251 days1 Jul 2027, 00:00 BST
Notice history
2 events · 2 releases on Find a Tender · since 13 Oct 2025- Preliminary market engagement notice published13 Oct 2025, 10:47 BSTUK2
- Preliminary market engagement notice published13 Oct 2025, 11:04 BSTUK2
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
2 public bodies on the noticeOther public bodies
- Hampshire and Isle of Wight ConstabularyProcuring entityThames 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.
Official documents & specifications (2)
Official links; attachments are not copiedNotices published for this procedure
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender