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Published 11 Apr 2025, 17:00 BST

Official UK procurement notice

Residential Digital Front Door Platform

Official notice

Authority: Lancashire County Council (Local council)·On behalf of: SOCIAL VALUE PORTAL LTD

GoodsCompetitive flexible procedureAbove thresholdSME suitable
Sectors: Software Packages & ERP (48) Delivery: North West (UKD)
Published estimate£4,300,000≈ £1.2m / year · £4,300,000 inc. VAT
Submissions closed 9 May 2025awarded 6 Aug 2025
Awarded to Netcall Technology Limited
Contract term 3 yrs 7 moends 31 Mar 2029 · up to 31 Mar 2036 with extensions · starts 1 Sept 2025

What is being bought

Published requirement description

A digital front door platform is designed to streamline and enhance the way residents and businesses interact with services that the Authority provides. The future platform will deliver the following strategic ambitions:

  • Easy, seamless experience whether engaging by phone, face to face, social media, AI chat or via a range of resident facing applications and forms.
  • Mobile friendly, easy access to advice, information, and support about our services at a time to suit our residents.
  • Opportunities to feedback about their digital journey and the design of our resident facing services.
  • An automated telephone payment system which allows users to make payments over the phone or online without needing to speak to an agent.
  • Receive a consistently effective digital service without having to tell us more than once.
  • Ability to capture nondigital interactions where residents have chosen to use non digital routes.
  • Real time access to updates about a service request.
  • Promotes an inclusive digital service.
  • Accessibility is embedded into the fabric of our solution so that residents with additional needs can engage with us digitally.
  • Seamless signposting to the wider local government community without having to understand the difference between county, district, or parish level services.
  • Ability to communicate in a non-English first language.
  • An effective, timely and empathic response to an enquiry or service request.
  • Assurance that information we hold is safe and secure.
  • How the procedure runs: The evaluation of Tenders will follow the guidelines detailed in the ITT. All Submissions will be marked over a three (3) stage process before the Contract is awarded. Stage 1: Procurement Specific Questionnaire (PSQ) Selection Criteria Stage 2: Award Evaluation Criteria Stage 3: Demonstration Meetings and Finalisation Meeting
  • No preliminary market engagement: The Authority issued a Prior Information Notice (F01) on the 12th November 2024 (notice reference: 2024/S 000-036555) regarding this procurement under the Public Contract Regulations 2015. The purpose of the early market engagement was to understand the solution capabilities of a digital front door platform for Lancashire residents and local businesses.

CPV: Software package and information systems

The lotProcurement structure

single lot · value published
Lot #1AwardedRenewal 3 yrs 7 moSMEPublished value£4,300,000
Contract period: 1 Sept 2025 – 31 Mar 2029 (3 yrs 7 mo) · up to 31 Mar 2036 with extensionsValue: £4,300,000 exc. VAT · £4,300,000 inc. VAT
Delivery: North WestEligibility: SME eligible
Extensions: The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months.
48000000 Software package and information systems
Pre-qualification & selection criteria (PQQ)2
  • Economic & financial standing

    Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the legal and financial capacity conditions of participation.

  • Technical & professional ability

    Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the technical ability conditions of participation.

What it takes to win
i

How this buyer will score bids.

The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more
How bids were scored
  • Compliance with statement of requirements: Refer to section 5.3 of the ITT for further details. This criteria is pass/fail. Tenderer confirms their solution can meet all "must have" (mandatory) requirements as detailed in Appendix B - Statement of Requirements, before Tender award. The highest ranked Tenderer will be invited to demonstrate their solution meet's all "must have" (mandatory) requirements prior to award.
  • Quality and Technical: Refer to section 5.4 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 60% of the total award criteria.
  • Price: Refer to section 5.5 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 30% of the total award criteria.
  • Social value: Refer to section 5.6 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 10% of the total award criteria.
Conditions of participation2
  • Economic & financial standing

    Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the legal and financial capacity conditions of participation.

  • Technical & professional ability

    Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the technical ability conditions of participation.

Procedure terms & legal framework

From the official record
Procedure method
Competitive flexible procedure
Legal basis
UKPGA · 2023/54 Procurement Act 2023
Procurement category
Goods
Notice status
Awarded
Procurement threshold
Above threshold (FTS publication)
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Yes (GPA)
Recurring procurement
Unspecified in notice
First published
11 Apr 2025, 17:00 BST
Last source update
10 Sept 2025, 17:09 BST
Award evaluation window
Submission end – 24 Jul 2025
Authority reference
JB/ICT/LCC/25/1917
FTS notice number
2025/S 000-014775
Latest notice
Contract details notice (UK7)
Classification (CPV)
Software package and information systems
Delivery area
North West (UKD)
Official registry OCID
ocds-h6vhtk-0501f3 Find a Tender
Contract terms summary

Refer to Appendix A - Contract and the Council's website (www.lancashire.gov.uk/fusion-supplier-portal/ ↗) for further details.

How it runs

The evaluation of Tenders will follow the guidelines detailed in the ITT. All Submissions will be marked over a three (3) stage process before the Contract is awarded.

Stage 1: Procurement Specific Questionnaire (PSQ) Selection Criteria

Stage 2: Award Evaluation Criteria

Stage 3: Demonstration Meetings and Finalisation Meeting

Review and risk notes
Risks

Refer to Section 6 in Appendix B - Statement of Requirements

How it was run

Official notice
Run through: portal not identified
Electronic submission allowedLanguage: EN
Submission deadline
9 May 2025, 11:00 BST
Clarification deadline
30 Apr 2025, 17:00 BST
Submission channel
Official e-sourcing portal
Electronic submission
Allowed
Accepted languages
en
Detailed submission instructions & authority contactsFrom official release

All tenders must be submitted via Lancashire County Council's e-tendering portal (www.lancashire.gov.uk/fusion-supplier-portal/ ↗)

Timeline

11 Apr 2025 → 10 Sept 2025 · 8 dates
  1. Tender notice published
    11 Apr 2025, 17:00 BST
  2. Clarification questions by
    30 Apr 2025, 17:00 BST
  3. Submission deadline
    9 May 2025, 11:00 BST
  4. Award decision expected by
    24 Jul 2025, 23:59 BST
  5. Assessment summaries sent
    6 Aug 2025, 00:00 BST
  6. Standstill ends
    15 Aug 2025, 23:59 BST
  7. Contract starts
    1 Sept 2025, 00:00 BST
  8. Latest notice published
    10 Sept 2025, 17:09 BST

Notice history

5 events · 3 releases on Find a Tender · since 11 Apr 2025
  1. Tender notice published
    11 Apr 2025, 17:00 BST
    UK4
  2. Contract award notice published
    6 Aug 2025, 18:22 BST
    UK6
  3. Status changed to complete
    6 Aug 2025, 18:22 BST
  4. Contract signature expected
    18 Aug 2025, 23:59 BST
    scheduled
  5. Contract details notice published
    10 Sept 2025, 17:09 BST
    UK7

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 1
Awarded value (inc. VAT) £4,300,0001 award inc. VAT; no net value published
Bids received 22 from SMEs
Contracts signed 1latest 1 Sept 2025
Awarded toValueDateStatus
Netcall Technology Limited1 Sept 2025 – 31 Mar 2029 · up to 31 Mar 2036Extensions: The initial Contract period will be three (3) years and seven (7) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and seven (7) months. · Options: The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR)£4,300,000 inc. VAT6 Aug 2025Awarded

Contracts

  • Contract 1 · Netcall Technology Limited

    Signed
    1 Sept 2025
    Value
    £4,300,000 inc. VAT
    Period
    1 Sept 2025 – 28 Feb 2029 · up to 29 Feb 2036 with extensions
    Status
    active
    Extensions
    The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months.
    Options
    The right to additional purchases while the contract is valid. The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR).
    9 agreed KPIs: Solution Availability · Integration to Liberty Create · Help Desk Response Times - Priority 1 and 2 …
    • Solution Availability
    • Integration to Liberty Create
    • Help Desk Response Times - Priority 1 and 2
    • Help Desk Response Times - Priority 3, 4 and 5
    • Fix Times - Severity Level 1 Service Incidents
    • Fix Times - Severity Level 2 Service Incidents
    • Fix Times - Severity Level 3 Service Incidents
    • Fix Times - Severity Level 4 Service Incidents
    • NT18: Total amount (£) spent in local supply chain through the contract

Bid statistics published by the authority

BidsSMEVCSEValid bid range
2final-stage tenders20—

Contracting authority & participating public bodies

2 public bodies on the notice

Lancashire County Council

Contracting authorityPublic authority - sub-central government GB-PPON: PBBJ-2179-TNXM PO Box 100, County Hall, Preston, North West, PR1 0LDContact name, email

Other public bodies

  • SOCIAL VALUE PORTAL LTDProcuring entityEvaluation and ongoing contract management support for the social value deliverables under the future contract.GB-COH: 09197997GB-PPON: PQHH-4489-TLZM London, LondonContact email

Bidders & participating suppliers

1 commercial party on the notice
  • NETCALL TECHNOLOGY LIMITEDAwarded supplierGB-COH: 02831215GB-PPON: PJCY-7652-TRVN Suite 203, Bedford Heights, Brickhill Drive, Bedford, East of England, MK41 7PHContact email

Official documents & specifications (3)

Official links; attachments are not copied

Notices published for this procedure

  • Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender
  • Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender
  • Tender notice tenderTender noticeUK4Tender notice on Find a Tender