COV - Contact Support Centre

Name: Procurement Process ocds-h6vhtk-06f986
Creator: Coventry City Council
Published: 2026-09-14T15:39:18.000Z
License: https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Authority: Coventry City Council (Local council)

ServicesAward procedure without prior publication of a call for competition

Sectors: IT Services & Software (72) Delivery: West Midlands (UKG33)

Awarded value £1,911,320published contract · exc. VAT

Awarded 14 Sept 2026no call for competition

Awarded to Puzzel Limited

What is being bought

Published requirement description

Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.

CPV: IT services: consulting, software development, Internet and support

The lotProcurement structure

single lot · no lot value published

Lot #1This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solutionAwarded

This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solution. The solution supports Council departments in providing high-quality customer services.

Delivery: West Midlands

Related open tenders

Bidding windows open now · matched by shared authority or category — not a similarity score

Notice	Matched by	Deadline	Days left	Published value
COV-Winter Service Weather Data System (WMCA)	same authority · Coventry City Council	21 Sept 2026	1d	£800,000
COV - KS2 Moderation Manager 2026/2027	same authority · Coventry City Council	24 Sept 2026	4d	£40,500
Technology and Data Professional Services FrameworkFramework	same category	21 Sept 2026	1d	£8,000,000 ceiling
Finance Management System	same category	21 Sept 2026	1d	£3,580,000

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: No (one-off requirement)
First published: 14 Sept 2026, 16:39 BST
Last source update: 14 Sept 2026, 16:39 BST
Classification (CPV): IT services: consulting, software development, Internet and support
Delivery area: West Midlands (UKG33)
Official registry OCID: ocds-h6vhtk-06f986

Why no open competition: The procurement falls outside the scope of application of the directive
Published justification: This contract has been awarded by way of a direct award under the Government Commercial Agency (GCA) G-Cloud 14 Framework Agreement (RM1557.14) following the completion of the required buying process.

Commercial outcome & contract awards

Published awards, contracts and bid statistics — not a forecast

Awards 1

Awarded value £1,911,3201 contract exc. VAT

Bids received 1

Contracts signed 1latest 14 Sept 2026

Awarded to	Value	Date	Status
Puzzel LimitedSME	—	—	Awarded

Contracts

Contract 087039-2026-1 · Puzzel LimitedSME
Signed
14 Sept 2026
Value
£1,911,320
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
1bids	—	—	—

Contracting authority & participating public bodies

Coventry City Council

Contracting authorityLocal CouncilRegional or local authorityGeneral public services Council House, Earl Street, Coventry, West Midlands, CV15RR

View buyer profile →

Dispute resolution & review bodies

High Court of England & Wales LondonReview body London

Bidders & participating suppliers

1 commercial party on the notice

Puzzel LimitedAwarded supplierGB-COH: 04124967 Berkshire, South EastView supplier profile →

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.