Find a TenderAwarded

Published 27 Nov 2023, 12:49 GMT

Official UK procurement notice

TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES

Official notice

Authority: Dundee City Council (Local council)

ServicesOpen procedureSME suitable

Sectors: IT Services & Software (72) Delivery: Scotland (UKM71)

Published estimate£147,000exc. VAT3% below published estimate

Submissions closed 29 Feb 2024awarded 7 May 2024

Awarded to Digital Modus Ltd

What is being bought

Published requirement description

Implementation of Omnichannel Services

CPV: Information technology services

The lotProcurement structure

single lot · no lot value published

Lot #1The Council wishes to seek proposals from prospective marketplace suppliers to assist…AwardedRenewal

The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council.

The preferred supplier or suppliers will be called upon to provide various levels of assistance.

The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required.

The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence.

The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.

Delivery: Scotland · Dundee City

Extensions: Option to extend for 2 further years · Option to extend for 1 + 1 yearsVariant bids: not allowed

72222300 Information technology services

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

Quality: 100Price: 20

Published sub-criteria (8)

ChatBot/WebChat Requirements: 33
Conversational Automated Intelligence Requirements: 32
Technical Requirements: 10
Out of the Box Capability: 10
Account Management and Support: 10
Community Benefits: 2.5
Fair Work First: 2.5
price: 20

Published award criteria (8)

ChatBot/WebChat Requirements: 33
Conversational Automated Intelligence Requirements: 32
Technical Requirements: 10
Out of the Box Capability: 10
Account Management and Support: 10
Community Benefits: 2.5
Fair Work First: 2.5
Price: 20

Conditions of participation1

Suitability
Detailed within the tender documents

What this means for your bid

Price carries 20 of 120 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure 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: Awarded
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: 27 Nov 2023, 12:49 GMT
Last source update: 9 Jul 2025, 11:05 BST
Award evaluation window: 3 Jan 2024 – …
Authority reference: DCC/IT/259/23
FTS notice number: 2025/S 000-038495
Classification (CPV): Information technology services
Delivery area: Scotland (UKM71)
Official registry OCID: ocds-h6vhtk-041cfa Find a Tender

Contract terms

Electronic trading: e-invoicing allowed · electronic ordering · electronic payment

Publisher note: Option to extend for a further 2 years (SC Ref:803908)

How it was run

Official notice

Run through: Public Contracts Scotland · Who buys & how to bid on PCS

Supplier login requiredLanguage: EN

Access & registration note: Free single registration for Scotland; PCS-Tender (Jaggaer) for full bidding

Submission deadline: 29 Feb 2024, 12:00 GMT
Submission channel: {"electronicSubmission"}
Accepted languages: en
Bid validity: 90 days from the deadline
Bids opened: 3 Jan 2024, 12:00 GMT

Detailed submission instructions & authority contactsFrom official release

www.publiccontractsscotland.gov.uk ↗

Timeline

3 Jan 2024 → 9 Jul 2025 · 3 dates

Bids opened
3 Jan 2024, 12:00 GMT
Submission deadline
29 Feb 2024, 12:00 GMT
Notice published
9 Jul 2025, 11:05 BST

Notice history

5 events · 6 releases on Find a Tender · since 15 Dec 2023

Deadline moved to 17 Jan 2024, 12:00 GMT
15 Dec 2023, 10:20 GMT
+14 days · was 3 Jan 2024, 12:00 GMT
Deadline moved to 31 Jan 2024, 12:00 GMT
15 Jan 2024, 16:51 GMT
+14 days · was 17 Jan 2024, 12:00 GMT
Deadline moved to 14 Feb 2024, 12:00 GMT
26 Jan 2024, 17:05 GMT
+14 days · was 31 Jan 2024, 12:00 GMT
Deadline moved to 29 Feb 2024, 12:00 GMT
9 Feb 2024, 15:12 GMT
+15 days · was 14 Feb 2024, 12:00 GMT
Status changed to complete
9 Jul 2025, 11:05 BST

Published amendments (4 · 4 deadline changes)

When	What	Before	After	Shift
—	DeadlineTime limit · IV.2.2	3 Jan 2024	17 Jan 2024	+14 d
—	Bid openingConditions for opening of tenders · IV.2.7	3 Jan 2024	17 Jan 2024	+14 d
—	DeadlineTime limit · IV.2.2	17 Jan 2024	31 Jan 2024	+14 d
—	Bid openingConditions for opening of tenders · IV.2.7	17 Jan 2024	31 Jan 2024	+14 d
—	DeadlineTime limit · IV.2.2	31 Jan 2024	14 Feb 2024	+14 d
—	Bid openingConditions for opening of tenders · IV.2.7	31 Jan 2024	14 Feb 2024	+14 d
—	DeadlineTime limit · IV.2.2	14 Feb 2024	29 Feb 2024	+15 d
—	Bid openingConditions for opening of tenders · IV.2.7	14 Feb 2024	29 Feb 2024	+15 d

For review of documents

to confirm terms

To allow review of terms and conditions. When updated version is uploaded tenderers will need time to review.

Awaiting revised terms and conditions

Routine re-releases (6)

2024-01: 1 release · 15 Jan 2024
2023-12: 1 release · 15 Dec 2023
2023-11: 1 release · 27 Nov 2023

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £142,6641 contract exc. VAT

Bids received 44 from SMEs

Contracts signed 1latest 7 May 2024

Awarded to	Value	Date	Status
Digital Modus LtdSME	£142,664 †	—	Awarded

Contracts

Contract 038495-2025-DCC/IT/259/23-1 · Digital Modus LtdSME
Signed
7 May 2024
Value
£142,664
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
4bids · 4 electronic · 4 from abroad	4	—	—

Contracting authority & participating public bodies

Dundee City Council

Contracting authorityLocal CouncilRegional or local authorityGeneral public services Dundee City Council, Procurement, Dundee House, Floor 4, 50 North Lindsay Street, DUNDEE, Scotland, DD1 1NZContact name, email, phone Published organisation website ↗

Dispute resolution & review bodies

Dundee Sheriff CourtReview body DundeeContact email, phone
Scottish Courts ServiceMediation body EdinburghContact email, phone

Bidders & participating suppliers

1 commercial party on the notice

Digital Modus LtdAwarded supplier Winton House, Winton Square, Basingstoke, UK, RG21 8ENContact phone

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

Economic and financial selection criteriatenderEconomic and financial selection criteria
Technical selection criteriatenderTechnical selection criteria