Provision of Contact Centre Technologies for Flintshire County Council

Disgrifiad caffael

Flintshire County Council is looking to engage with the market for a bilingual (Welsh and English)* Contact Centre solution to the improve customer experience when contacting the Council, increase agent productivity, reduce operational costs, and enable smarter decision-making through enhanced data and insights.

The Council’s corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing.

To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations.

Whilst the Council is initially focusing on modernising its corporate Contact Centre, which receives the highest level of demand (e.g. circa 182,000 calls annually), the same technology is also used across other Council services. As such, the Council is seeking to work with a supplier that can demonstrate flexibility in its licensing options, recognising that different services may have varying business needs and requirements.

The Council has a contract with a third-party supplier until 31 March 2027.

The intention is to upgrade the existing technology and underlying infrastructure to support this transformation. In doing so, the Council is keen to explore and consider both on-premise and hosted telephony solutions, while maximising its existing investment in Microsoft technologies.

*Note - the Council is required to comply with the Welsh Language Standards and is therefore seeking a solution that will support it in meeting the requirements of those Standards. As a result, the Council wishes to engage with suppliers who have solutions readily available to deliver services equally in both Welsh and English.

Prif gategori

Gwasanaethau

Rhanbarthau cyflawni

• UKL23 - Flintshire and Wrexham

Cyfanswm gwerth (amcangyfrif)

1.00 GBP Heb gynnwys TAW

1.20 GBP Gan gynnwys TAW

Dyddiadau contract (amcangyfrif)

01 Ebrill 2027, 00:00yb to 31 Mawrth 2032, 23:59yh

Dyddiad gorffen yr estyniad (os defnyddir yr holl estyniadau): 31 Mawrth 2038

Flintshire County Council

A yw cyfanswm y gwerth uwchlaw'r trothwy?

Uwchben y trothwy

Dosbarthiadau CPV

• 48000000 - Systemau pecynnau meddalwedd a gwybodaeth
• 72000000 - Gwasanaethau TG: ymgynghori, datblygu meddalwedd, y Rhyngrwyd a chymorth

Rhanbarthau cyflawni

• UKL23 - Flintshire and Wrexham

Cynaladwyedd

Busnesau bach a chanolig (BBaCh)

Dyddiad cychwyn y contract (amcangyfrif)

01 Ebrill 2027, 00:00yb

Dyddiad diwedd y contract (amcangyfrif)

31 Mawrth 2032, 23:59yh

Dyddiad gorffen yr estyniad (amcangyfrif)

31 Mawrth 2038, 23:59yh

A ellir ymestyn y contract?

Oes

Disgrifiad o'r broses ymgysylltu

The Council are intent on providing high quality, modern telephony services and as such will be contacting several suppliers and Contracting Authorities for overviews / demonstrations of potential solutions to assist in developing a specification and procurement documentation.

In addition to this, we are seeking expressions of interest from the open market. If you can deliver a solution(s) that meets the requirements of this Preliminary Market Engagement Notice, please email a brief summary of your organisation and the solution you can provide to

procurement@denbighshire.gov.uk by 31st March 2026.

Following the receipt of expressions of interest and summaries of solutions, the Council may invite suppliers to engage at a later date.

Note – the Council is not looking to establish a development relationship with suppliers.

Dyddiad dyledus

30 Mehefin 2026, 23:59yh

A yw’r cyfnod ymgysylltu eisoes wedi dod i ben?

Nac ydw

Dyddiad cyhoeddi hysbysiad tendro (amcangyfrif)

01 Medi 2026