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Contact Centre as a Service (CCaaS) — The Chief Constable of Thames Valley Police | UKGovscan
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PIPELINEPreliminary market engagement notice (UK2) · The Chief Constable of Thames Valley PoliceRef ocds-h6vhtk-05adfc
Contact Centre as a Service (CCaaS)
Save Track Track buyer
Contract Value
£600,000
excluding VAT · £720,000 including VAT · Above the relevant threshold
The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.
Description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
Objectives
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
Increased self-service options for the public
Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
Reduced handle time for voice and digital
Improved information capture and data quality
The requirements for the supply of this system will cover the following;
Inbound Voice Routing (IVR)
Automatic Call Distribution (ACD)
Digital Interaction Routing (DIR)
Workforce Engagement Monitoring (WEM)
Pre-Packaged Applications
Applications & Native Communications Connectivity
Outbound Voice Calling
Customer Self-Service Automation
Data Retention, Review & Disposal (RRD)
Artificial Intelligence (AI)
Large Language Model (LLM)
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
How to bid
Preliminary market engagement notice (UK2). The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.
This procurement was divided into 1 lots, each awarded separately.
Lots
1
Lot
Value
Status
Lot 1
Jul 2027 – Jun 2035
-
planning
Key Dates
Published
13 October 2025
Tender Open
-
Tender Deadline
-
Award Date
-
Contract Start
-
Contract End
-
Planned term
1 July 2027 – 30 June 2035
Procurement Details
Method
–
Method Details
–
Main category
Services
Category
Networks
Delivery location
UK
Buyer Reference
TVP001016 - Contact Centre as a Service (CCaaS)
Legal Basis
Procurement Act 2023
CPV Codes
32400000 – Networks; 32500000 – Telecommunications equipment and supplies; 48200000 – Networking, Internet and intranet software package; 48500000 – Communication and multimedia software package; 48800000 – Information systems and servers; 48900000 – Miscellaneous software package and computer systems; 72000000 – IT services: consulting, software development, Internet and support