TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES
Details
- Buyer
- Dundee City Council
- Value
- £147,000
- Topic
- Information technology services
- Published
- 27 November 2023
- Submission
- 3 January 2024
Tender description
Implementation of Omnichannel Services The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.
Timeline
- Completed: Tender published27 November 2023Current notice
- Completed: Submission date3 January 2024
About the buyer
Dundee City Council is the local authority for the City of Dundee, buying as a Scottish local authority with its own Corporate Procurement Team. National frameworks including Scottish Procurement and Scotland Excel cover much of its collaborative buying. A corporate procurement manager leads the team from Dundee House. Model contract terms for goods, services and consultancy work follow Scottish Government standards.
A separate validation list gives smaller suppliers a route into lower-value works opportunities without a full tender.
Over the past 5 years, most of Dundee City Council's contract awards have been in transport equipment, repair and maintenance and business services.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@dundee-city-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@dundee-city-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@dundee-city-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@dundee-city-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@dundee-city-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@dundee-city-council.gov |
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