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

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. Lot 1: It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services. Stages in the procurement are: 1. Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information). 2. Contract Notice/ Call for Competition 3. Invitation to Tender 4. Negotiations 5. Contract Award. The estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed).