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Cadent Gas Customer Contact Centre Tender — CADENT GAS LIMITED | UKGovscan
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AWARDEDProcurement notice · CADENT GAS LIMITEDRef ocds-h6vhtk-04857c
Cadent Gas Customer Contact Centre Tender
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Contract Value
Not specified
Procurement
Negotiated procedure with prior call for competition
Cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications.
This procurement was divided into 1 lots, each awarded separately.
Lots
1
Lot
Value
Status
Lot 1
1,800 days (≈4.9 yrs)
-
active
Data note: the source feed marks these lots as cancelled even though their awards are active — an inconsistency in the published notice. The award status is shown above.
Key Dates
Published
30 July 2025
Tender Open
-
Tender Deadline
9 September 2024
Award Date
-
Contract Signed
29 July 2025
Contract Start
-
Contract End
-
Extension option
After an initial term of up to 5-years there will be an option to renew for up to a further 5-years.
Notice Amendments
Changes the buyer published to this notice after it first appeared.
Amendment 1
Change (II.11.2.4): Cadent Gas is seeking to engage with suppliers to buy a modern, cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications. Once in place, this service will replace Cadent's existing "on premise" contact center solution. It is critical that the solution is both stable and highly resilient, and that bidders provide comprehensive implementation, cutover and ongoing service support, including consideration of future innovation through the life of the contract.
The emergency contact center is provided as a service to a number of the Gas Distribution Networks (GDNs) and Independent Gas Transporters (IGTs), who each part-fund the service. The service provided is regulated by Ofgem with regard to end-to-end customer service and emergency performance.
The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite.
1.5.8.2 Call Centre
2.1.14 Call Centre Services → Cadent Gas is seeking to engage with suppliers to buy a modern, cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications. Once in place, this service will replace Cadent's existing "on premise" contact center solution. It is critical that the solution is both stable and highly resilient, and that bidders provide comprehensive implementation, cutover and ongoing service support, including consideration of future innovation through the life of the contract.
The emergency contact center is provided as a service to a number of the Gas Distribution Networks (GDNs) and Independent Gas Transporters (IGTs), who each part-fund the service. The service provided is regulated by Ofgem with regard to end-to-end customer service and emergency performance.
The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite.
Achilles codes:
13.4.57-Telecommunication services
14.3.54-Telecommunications/telemetry consultancy services
10.3.77-Call centre services;
UVDB codes:
1.5.8.2 Call Centre
2.1.14 Call Centre Services
The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite.
Change (II.2): - → The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite.
1.5.8.2 Call Centre
2.1.14 Call Centre Services
Procurement Details
Method
Selective — suppliers are shortlisted first
Method Details
Negotiated procedure with prior call for competition