DoF - Digital NI - Contact Centre Services for Government
Published
Description
DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government’s recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations).
Timeline
Publish date
4 years ago
Close date
4 years ago
Buyer information
CPD - Supplies and Services Division
- Email:
- Tony.Harvey@finance-ni.gov.uk
Explore contracts and tenders relating to CPD - Supplies and Services Division
Go to buyer profileNotice topics
To save this opportunity, sign up to Stotles for free.
Save in appTender tracking
Access a feed of government opportunities tailored to you, in one view. Receive email alerts and integrate with your CRM to stay up-to-date.
Proactive prospecting
Get ahead of competitors by reaching out to key decision-makers within buying organisations directly.
360° account briefings
Create in-depth briefings on buyer organisations based on their historical & upcoming procurement activity.
Collaboration tools
Streamline sales workflows with team collaboration and communication features, and integrate with your favourite sales tools.
Explore similar tenders and contracts
Browse open tenders, recent contract awards and upcoming contract expiries that match similar CPV codes.
- Openclosing
Loggers and Transcription Services in relation to GDC Hearings
General Dental Council1,310,000 GBPPublished a day ago
- Openclosing
Team Leader - Building Control (Building Inspector Class 3 competency)
Sandwell Metropolitan Borough Council27,500 GBPPublished a day ago
- Openclosing
Digital Workplace Solutions 2 (SBS10510)
NHS Shared Business Services2,500,000,000 GBPPublished a day ago
- Openclosing
Tritium Plant Virtual Control Room
United Kingdom Atomic Energy AuthorityPublished a day ago
- Openclosing
Loggers and Transcription Services in relation to GDC Hearings
General Dental Council1,310,000 GBPPublished a day ago
- Openclosing
S1089 2025 Provision of Agency Services
Northern Ireland Electricity Networks16,500,000 GBPPublished a day ago
- Openclosing
Team Leader - Building Control (Building Inspector Class 3 competency)
Sandwell Metropolitan Borough Council27,500 GBPPublished a day ago
- Openclosing
Tritium Plant Virtual Control Room
United Kingdom Atomic Energy Authority400,000 GBPPublished a day ago
Explore other contracts published by CPD - Supplies and Services Division
Explore more open tenders, recent contract awards and upcoming contract expiries published by CPD - Supplies and Services Division.
- Openclosing
DfE - Build, Supply and Delivery of a Trailer (ID 5477739)
CPD - Supplies and Services DivisionPublished 2 days ago
- Openclosing
DfE - SWC - Supply and Delivery of an Agricultural Tractor (ID 5443331)
CPD - Supplies and Services DivisionPublished 2 days ago
- Openclosing
DfE - Provision of Insolvency Services
CPD - Supplies and Services Division300,000 GBPPublished 2 days ago
- Openclosing
DAERA - Forest Service - Forest Certification
CPD - Supplies and Services DivisionPublished 8 days ago
- Openclosing
DoF - Collaborative Arrangement Provision of Energy Market Advisory Services (ID 5320877)
CPD - Supplies and Services DivisionPublished 11 days ago
- Closed
DFE Tourism NI Advertising and Marketing Service - Pre-Market engagement sessions
CPD - Supplies and Services DivisionPublished 16 days ago
- Openclosing
ID 5441960 - DoJ - CVOC Family Courts Research Project
CPD - Supplies and Services DivisionPublished 16 days ago
- Openclosing
ID 5228342 - DoJ - Provision of Secure Courier Services
CPD - Supplies and Services Division300,000 GBPPublished 16 days ago
- Openclosing
ID 5420562 - DOJ State Pathologists Department - Supply of Consumables
CPD - Supplies and Services DivisionPublished 21 days ago
Explore more suppliers to CPD - Supplies and Services Division
Sign upExplore top buyers for public sector contracts
Discover open tenders, contract awards and upcoming contract expiries of thousands of public sector buyers below. Gain insights into their procurement activity, historical purchasing trends and more.
- Highways England
- Scottish Canals
- DISCLOSURE AND BARRING SERVICE
- The Dudley Group NHS Foundation Trust
- Central Housing Investment Consortium Limited ("CHIC")
- Royston
- St James Catholic High School
- Tameside Hospital NHS Foundation Trust
- Great Sankey High School
- St Mary's and St Peter's CofE Primary School
- Starbank School
- John Ferneley College
Explore top sources for public sector contracts
Stotles aggregates public sector contract data from every major procurement data source. We ingest this data and surface the most relevant insights for our users. Explore our list of public sector procurement data sources below.