# Contact Centre as a Service

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Norfolk County Council](/buyers/norfolk-county-council/contract-awards)
- Published: 1 August 2023
- Planned start: 30 August 2023
- Planned end: 31 January 2029
- Stage: open_tender
- Procurement category: services
- Notice ID: aca96080-4c81-4732-a36f-26ffc62a6e77-667805
- OCID: ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2

## Description

Norfolk County Council wishes to procure a new customer contact centre as a service\. Norfolk County Council currently has a managed contact centre service, which is used by six service areas\. The solution is on-premise\. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system\. The current contract ends on 31st March 2024\. Norfolk County Council wishes to procure a new contact centre service\. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services simplify and manage the migration from the current legacy system Additional information: This procurement will be managed electronically via the Council\`s e-procurement system\. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost\.co\.uk/norfolkcc\. Full instructions for registration and use of the system can be found at https://in-tendhost\.co\.uk/norfolkcc/aspx/BuyerProfiles\. Once registered you will be able to see the procurement project under the \`tenders\` section and \`express an interest\` to view the documentation\. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning \+44 8442728810 or e-mailing support@in-tend\.co\.uk\. Delivery Notes The estimate value in this notice does not include VAT and is for the first 5 years of the contract\. The Council has the right to extend the contract by a period or periods not totalling more than 3 years\. Is a Recurrent Procurement Type? : No

## Related contract awards

- [New Purchase of 6 Winter Gritters](/contracts/ocds-b5fd17-214f5201-7074-4344-abf3-cbd18fc39c64): NORFOLK COUNTY COUNCIL
- [Telephony services](/contracts/ocds-b5fd17-c901239e-bfc9-4aad-b30a-d0fe5cc5209b): NORFOLK COUNTY COUNCIL
- [Invitation to Participate in a Further Competition to provide Mobile Phones](/contracts/ocds-b5fd17-1d7572f1-7f85-44df-b2bb-6b93edc64cc9): NORFOLK COUNTY COUNCIL

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77-667805)