Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information

Published

26 June 2024

Estimated value

£20,000,000

Place of performance

UKM

Lots

1

Notice number

019491-2024

Reference

ocds-h6vhtk-04729d

Official source

Official source

CPV codes

• 32429000Telephone network equipment
• 64215000IP telephone services
• 64211100Local telephone services
• 64214000Dedicated-business telephone network services
• 32524000Telecommunications system
• 64200000Telecommunications services
• 48000000Software package and information systems

Description

Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.

Official publications

• FTS · 019491-2024 · 26 June 2024

Other tenders from Social Security Scotland

• Provision of Best Start Foods · 11 August 2026
• Debt Management System · 17 July 2026
• Social Program Management (SPM) Framework Agreement - Contract Notice · 19 June 2026
• Testing Services Framework Agreement · 20 May 2026
• Unified Security Platform · 8 May 2026
• Monetary Value of Fraud and Error (MVFE)/Error Interventions Digital Solution · 9 January 2026
• SPM Social Security Scotland - Live Service Team (Lot 2) · 18 December 2025
• Specialist Office Equipment · 7 October 2025
• Statistical Publishing Platform with Disclosure Control Facilities · 24 September 2025
• Support of Applications on the OutSystems Platform · 5 June 2025

See all →

Frequently asked questions

What is the estimated value of this tender?

The estimated value published by the buyer is £20,000,000.

Who is the buyer of this tender?

The contracting authority is Social Security Scotland (United Kingdom).

How can I bid for public tenders in the United Kingdom?

Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.