Official UK procurement notice
Replacement of Corporate Telephony and Contact Centre Environment
Authority: Link Group
What is being bought
Published requirement descriptionLink Group, the Contracting Authority, is seeking to modernise its telephony and contact management environment as part of a wider customer experience transformation. The requirement is not limited to a like-for-like telephony replacement. Link is seeking to understand how the market can support a move from fragmented channels and siloed systems towards a single, integrated and insight-led contact management platform.
The primary objective is to implement a modern, scalable, cloud-based Contact Centre as a Service (CCaaS) solution capable of supporting seamless multi-channel customer engagement across voice, live chat, messaging, social media and future digital channels. Link is particularly interested in solutions that can provide a single view of the customer, intelligent routing based on customer intent and need, real-time operational visibility, workforce engagement capability and data-driven insight across the end-to-end customer journey.
This Prior Information Notice (PIN) is issued solely to initiate a Preliminary Market Consultation exercise. The purpose is to test market capability, understand available delivery models, inform Link’s emerging specification and procurement strategy, and explore how suppliers can support both technology replacement and service transformation outcomes, including automation, virtual assistants, AI-assisted colleague support, workforce management and customer journey-led redesign.
Link’s emerging priorities include reducing repeat contact, redials, avoidable transfers and misdirected queries; improving colleague access to customer history and knowledge prompts; enabling real-time demand management and reporting; increasing digital adoption through automation and self-service; and ensuring that future technology is aligned to priority customer journeys rather than being designed around existing channel structures.
CPV: Telecommunications equipment and supplies · Telephone and data transmission services
The lotProcurement structure
single lot · no lot value publishedLot #1Link Group is a group of social enterprise companies and one of Scotland’s largest…Planned
Link Group is a group of social enterprise companies and one of Scotland’s largest social landlords. Link Group provides affordable housing, property management, regeneration, advice, financial inclusion, employability, care and support services to a large and diverse customer base across Scotland. Link Group serves more than 20,000 customers and provides housing management services to circa 16,000 tenants in social rented accommodation, including general needs and sheltered housing.
The Link Group structure includes a number of related organisations and service areas that collectively deliver housing, property, care, support and community-based services. These include Link Group Ltd, which provides core group functions; Link Group Housing Services, which delivers housing management services for social rented tenants; C~urb, which brings together development, property management, letting, factoring and property maintenance activities; Horizon Housing Association, which provides affordable housing and services that support people with impairments to live independently; Larkfield Housing Association, a community-based Registered Social Landlord in Greenock; LinkLiving, which provides person-centred care, housing support and wellbeing services, and West Highland Housing Association, which provides affordable housing, property management, and maintenance services across the Lorn area and the Inner Hebridean islands of Scotland.
The proposed replacement of telephony and contact centre systems is intended to support the wider Link Group operating environment rather than a single isolated service area. The future solution may therefore need to support multiple customer-facing and colleague-facing functions across housing, repairs, property management, factoring, care and support, advice, employability, development and corporate services.
The Customer Service Centre (CSC) acts as a primary customer contact function, managing enquiries across housing, repairs, income, complaints and related services. Link also operates specialist customer-facing teams, including services supporting housing applications, registrations, lettings, responsive repairs, planned maintenance, compliance activities and property-related enquiries. These teams collectively support high-volume contact across a broad range of customer journeys. For market-sizing purposes, Link currently anticipates a future licence requirement in the region of 250–500 user licences across the Group, subject to confirmation through future operating model development, service design and multi-skilling activity.
Given the scale and breadth of these services, effective contact management is central to Link’s ability to provide responsive, accessible and joined-up services to tenants, owners, applicants, private rented sector customers, supported people, partners and other stakeholders.
This group-wide context is important because suppliers may be required to demonstrate how their proposed solution can support different operating models, service hours, customer journeys, user groups, reporting requirements, call flows, contact channels and integration needs across Link Group. Link is therefore seeking market insight into solutions that can provide scalable, resilient and configurable contact management capability across the full breadth of the group, while enabling consistent customer experience, improved colleague access to information and better operational insight. Additional information: See Attached Document
Pipeline intelligence · planning stage: how this market runs before the tender is published
Competition for Telephone and data transmission services (CPV 6421), and who usually turns up
Link Group has too little published record in this market to describe on its own. Published market evidence for the same work stands beside whatever it has. Frameworks and DPS are kept out: they attract a different number of bids. Whole-market view: Telephone and data transmission services (CPV 6421) →
How the contest usually goes
Winner shares use published awards; bid and price charts use contested lots.
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How often small and medium firms win.
Share of awards where the winner’s size is known.
The counts under this question show how many awards have a known supplier size.
No supplier sizes published for this authority.
i
How often local firms win similar work.
Winners with a registered address in the delivery region, out of awards with a known address.
Here, local means registered in Scotland.
A local branch does not count if the registered address is elsewhere.
No winner locations published for this authority. Local means a registered address in Scotland.
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How long buyers here take to decide after bids close.
Middle value in days from the deadline to the first award notice, on competitions that published both dates.
Only decided tenders count, so slow ones still waiting are not in.
Half of these awards were announced within 57 days of the bid deadline.
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How often work is awarded with no recorded rival.
Direct awards and tenders where every published lot count shows one bid.
The market share is a minimum: some awards have no bid count.
Thin markets produce this too; it is not proof of a tailored specification.
Missing bid counts may hide more single-bid awards. This share is a minimum.
How many bids did past lots attract?
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How many bids past lots received.
Each colour is a bid-count range. Only competed lots with a published count are included.
Past bids do not predict this tender.
1 bid13%
2–347%
4–620%
7+20%
How did awards compare with estimates?
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Where winning prices landed against estimates.
Each colour shows awards below, close to or above the published estimate, one lot at a time.
Past prices are a guide, not a bid price.
Below estimate67%
Within ±2%0%
Above estimate33%
Assess each lot i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
Open a lot for its forecast, this buyer’s previous supplier and possible competitors, from published award history, not a bid list
Lot #1Link Group is a group of social enterprise companies and one of Scotland’s largest…CPV 6421Estimate not published
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How many bids this lot may attract.
The forecast uses similar past competitions. The bar shows either that forecast or past bid counts; the line below says which.
Each lot shows its own forecast based on its own category; forecasts for different lots of the same notice are not comparative. The bar shows 15 past lots.
A forecast, not a list of bidders.
1 bid13%
2–347%
4–620%
7+20%
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Where the award price may land.
The forecast uses similar awards and the buyer’s estimate. The band covers the middle half of likely prices.
No comparable awards for this lot yet.
A statistical guide from past awards, not a price to bid.
Who has supplied this buyer on similar work? i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
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Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
No earlier contract of this buyer matches this lot on the published record.
Who could compete for this lot? i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
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Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
Candidate suppliers for this notice have not been worked out yet, so this is not a verdict that nobody fits.
About this data
- Source. Official UK public procurement notices (Find a Tender), reused under the Open Government Licence v3.0. New notices arrive through the day; the figures are rebuilt nightly.
- Two views, kept apart. The authority’s own track record and the wider market for the same kind of work sit side by side and are never mixed. Where the local picture is too thin, a figure widens to a broader market and says which one it used.
- Forecasts are labelled. The price forecast and its range, possible competitors and the earlier-work matches are our estimates from past awards: not published facts, not win chances and not price advice. Official notices do not say who is bidding.
- Every figure shows what it rests on. Not every notice publishes a bid count, a value or a delivery region, so each figure carries the number of records behind it, and one built on few records is marked as such. The on a figure explains it; the counting rules are in the methodology. Spotted something wrong? Tell us.
Procedure terms & legal framework
From the official record · publisher note attached- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Planned procurement
- Procurement threshold
- Unspecified in notice
- 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
- 30 Jul 2026, 15:45 BST
- Last source update
- 30 Jul 2026, 15:45 BST
- FTS notice number
2026/S 000-072318- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-06d7f3Find a Tender
Publisher note: Critical Compliance and Equal Treatment Notice: This exercise is not a call for competition, and no contract will be awarded directly from this PIN. A separate Contract Notice will be published on Public Contracts Scotland (PCS) at a future date to initiate the formal procurement process. To ensure compliance with Regulation 41 (Prior involvement of candidates or tenderers) and Regulation 19 (Principles of procurement) of the Public Contracts (Scotland) Regulations 2015: - Non-Discriminatory Specifications: Information, feedback and technical ideas captured through the questionnaire and Microsoft Teams briefings will be used solely to inform and refine Link’s requirements. They will not be adopted, drafted or incorporated in a way that creates an unfair advantage or restricts open market competition. - Equal Information Sharing: Any technical specifications, data, clarification or additional contextual information provided by the Contracting Authority during Microsoft Teams sessions will be documented and, where relevant to the future procurement, made available to all future bidders within the formal Invitation to Tender (ITT) suite. This will help ensure that suppliers invited to market engagement sessions do not receive an unfair advantage over suppliers that were not invited or did not participate. - No Competitive Commitment: Participation in this market engagement is entirely voluntary. Non-participation, non-selection for a Microsoft Teams market engagement session, or participation by written questionnaire response only will not prejudice or disqualify any supplier from bidding in any future formal tender. Conversely, participation in this market consultation, including attendance at a Microsoft Teams session, does not grant any special status or advantage in the final evaluation. - Commercial Confidentiality: The Contracting Authority will safeguard all proprietary or commercially sensitive data provided by suppliers in their questionnaire responses or during the Teams sessions, ensuring it is not disclosed to competing operators. NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=838193. (SC Ref:838193)
How it was run
Official noticeTender documents are also served through a separate tool: http://www.publiccontractsscotland.gov.uk ↗
- Submission deadline
- —
Timeline
30 Jul 2026 → 2 Oct 2026 · 2 dates- Notice published84 days ago30 Jul 2026, 15:45 BST
- Tender notice expected20 days ago2 Oct 2026, 00:00 BST
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
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.