Official UK procurement notice
The Provision of Contact Centre Communications Software
Authority: Wales & West Utilities Limited
What is being bought
Published requirement descriptionCustomer Contact Centre Communications Software Solution that has the capacity to integrate with an existing Customer Relationship Management Solution (CRM) and must be able to scale up rapidly to accommodate approximately 400 agents. WWU has approximately ninety-seven (97) customer facing contact centre agents working 8am-8pm Monday-Friday and 9am-2pm Saturday.
- 22 Contact Centre Agents.
- 15 Work Management Scheduling Agents.
- 60 Connections agents.
Essential criteria.
- Existing System without need for significant development.
- Proven Interoperability with SAP C/4 HANA.
- A solution that is already in use and proven to work effectively within another organisation.
- Software as a Service (SaaS) solution.
- Scalable to receive large volumes of calls at short notice.
- Scalability to approximately 400 users / agents.
- How the procedure runs: The tender will be comprised of; Conditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes. More information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance The ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively. The Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage. More information on the negotiation stage shall be released in due course.
CPV: Communication and multimedia software package
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£1,250,000
- Technical & professional ability
The following accreditations are mandatory;
- ISO 9001:2015 Quality Management Systems.
- ISO 27001:2022 Information Security, Cybersecurity and Privacy Protection
- Cyber Essentials Certified
- Cyber Essential Plus Certified.
What it takes to wini
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 morei
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).
Published sub-criteria (2)
- Technical Evaluation: 60%
- Commercial Evaluation: 40%
Published award criteria (2)
- Technical Evaluation: Review the tender documents for more information.
- Commercial Evaluation: Review the tender documents for more information.
- Technical & professional ability
The following accreditations are mandatory;
- ISO 9001:2015 Quality Management Systems.
- ISO 27001:2022 Information Security, Cybersecurity and Privacy Protection
- Cyber Essentials Certified
- Cyber Essential Plus Certified.
- Price carries 40 of 100 points: a 10% discount moves about 4 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- 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
- Utilities
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 25 Feb 2025, 09:09 GMT
- Last source update
- 13 Oct 2025, 13:55 BST
- Award evaluation window
- Submission end – 20 Jun 2025
- Authority reference
WWU1382- FTS notice number
2025/S 000-007108- Latest notice
- Contract award notice (UK6)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04e7afFind a Tender
- How it runs
The tender will be comprised of;
Conditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes.
More information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance
The ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively.
The Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage.
More information on the negotiation stage shall be released in due course.
How it was run
Official notice- Submission deadline
- 24 Apr 2025, 12:00 BST
- Clarification deadline
- 14 Apr 2025, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
sourcing4wwu.bravosolution.co.uk/web/login.html ↗
Bravo Project Tender Reference:
PQQ: pqq_422 - WWU1382 - Contact Centre Software Provision
Timeline
25 Feb 2025 → 22 Oct 2025 · 8 dates- Tender notice published25 Feb 2025, 09:09 GMT
- Clarification questions by14 Apr 2025, 12:00 BST
- Submission deadline24 Apr 2025, 12:00 BST
- Award decision expected by20 Jun 2025, 23:59 BST
- Assessment summaries sent395 days ago22 Sept 2025, 00:00 BST
- Contract starts384 days ago3 Oct 2025, 00:00 BST
- Latest notice published373 days ago13 Oct 2025, 13:55 BST
- Standstill ends364 days ago22 Oct 2025, 23:59 BST
Notice history
4 events · 2 releases on Find a Tender · since 25 Feb 2025- Tender notice published25 Feb 2025, 09:09 GMTUK4
- Contract award notice published13 Oct 2025, 13:55 BSTUK6
- Status changed to complete13 Oct 2025, 13:55 BST
- Contract signature expected31 Oct 2025, 23:59 GMTscheduled
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| 8x8 UK LimitedContact Centre Software31 Oct 2025 – 31 Oct 2029 · up to 31 Oct 2032Extensions: Option to extend by three (3) consecutive 12-month periods. These extensions shall be used if the requirements under the contract are being sufficiently performed. | £650,000 inc. VAT | 18 Sept 2025standstill to 22 Oct 2025 | Standstill |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- 8X8 UK LIMITEDAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedNotices published for this procedure
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender