Official UK procurement notice
Contact Centre as a Service
Authority: Norfolk County Council (Local council)
Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. The contract also includes services for the migration from the current legacy system.The estimate value included in this notice does not include VAT.The contract length is 5 years as the initial term with the right to extend by a period or periods of up to 3 years.
What is being bought
Published requirement descriptionNorfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.
CPV: IT services: consulting, software development, Internet and support · Radio, television, communication, telecommunication and related equipment · Software package and information systems
The lotProcurement structure
single lot · value publishedProcedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 13 Jun 2023, 15:42 BST
- Last source update
- 3 Aug 2023, 15:00 BST
- Award evaluation window
- 11 Aug 2023 – …
- Authority reference
2023/S 000-019650- FTS notice number
2023/S 000-022618- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03d5e7Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
As per procurement documentation
- Review procedure
Precise information on deadline(s) for lodging appeals: The Public Contracts Regulations 2015 (as amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).Proceedings must be brought within 30 days from the date of knowledge (the date on which the economic operator first knew or ought to have known that grounds for starting the proceedings had arisen) unless the Court considers that there is good reason for extending the period within which proceedings may be brought, in which case the Court may extend that period up to a maximum of 3 months from the date of knowledge.
Publisher note: This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing [email protected].
How it was run
Official notice- Submission deadline
- 18 Aug 2023, 10:00 BST
- Submission channel
- {"written"}
- Accepted languages
- en
- Bid validity
- 60 days from the deadline
- Bids opened
- 11 Aug 2023, 09:05 BST
Timeline
10 Jul 2023 → 18 Aug 2023 · 4 dates- Next notice expected10 Jul 2023, 00:00 BST
- Notice published3 Aug 2023, 15:00 BST
- Bids opened11 Aug 2023, 09:05 BST
- Submission deadline18 Aug 2023, 10:00 BST
Notice history
5 events · 3 releases on Find a Tender · since 10 Jul 2023- Published value published: £750,00010 Jul 2023, 15:43 BST
- Status changed to active10 Jul 2023, 15:43 BST
- Procurement method changed10 Jul 2023, 15:43 BST
- Deadline published: 11 Aug 2023, 09:00 BST10 Jul 2023, 15:43 BST
- Deadline moved to 18 Aug 2023, 10:00 BST3 Aug 2023, 15:00 BST+7 days · was 11 Aug 2023, 09:00 BST
Published amendments (1 · 1 deadline change)
| When | What | Before | After | Shift |
|---|---|---|---|---|
| — | DeadlineIV.2.2) Time limit for receipt of tenders or requests to participate · IV.2.2 | 11 Aug 2023 | 18 Aug 2023 | +7 d |
| — | Bid openingIV.2.7 Conditions for opening of tenders · IV.2.7 | 11 Aug 2023 | 18 Aug 2023 | +7 d |
1 amendment published without a description.
Contracting authority & participating public bodies
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria