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PROCUREMENT OPPORTUNITY

Residential Digital Front Door Platform

Lancashire County Council · Tender notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 00:03.

Opportunity overview

A digital front door platform is designed to streamline and enhance the way residents and businesses interact with services that the Authority provides. The future platform will deliver the following strategic ambitions: • Easy, seamless experience whether engaging by phone, face to face, social media, AI chat or via a range of resident facing applications and forms. • Mobile friendly, easy access to advice, information, and support about our services at a time to suit our residents. • Opportunities to feedback about their digital journey and the design of our resident facing services. • An automated telephone payment system which allows users to make payments over the phone or online without needing to speak to an agent. • Receive a consistently effective digital service without having to tell us more than once. • Ability to capture nondigital interactions where residents have chosen to use non digital routes. • Real time access to updates about a service request. • Promotes an inclusive digital service. • Accessibility is embedded into the fabric of our solution so that residents with additional needs can engage with us digitally. • Seamless signposting to the wider local government community without having to understand the difference between county, district, or parish level services. • Ability to communicate in a non-English first language. • An effective, timely and empathic response to an enquiry or service request. • Assurance that information we hold is safe and secure.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

NETCALL TECHNOLOGY LIMITED

Matched by number
Published award value
£4.3m
Awarded
5 Aug 2025
Award ID
1
Status
active
Identifier
GB-COH 02831215
Location
Bedford, UKH24, MK41 7PH, United Kingdom

Classification

  • CPV48000000 — Software package and information systems

Lots

  • Lot 1£4.3m · Including VAT

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
JB/ICT/LCC/25/1917
Status
complete
Published risks
Refer to Section 6 in Appendix B - Statement of Requirements
Above Threshold
Yes
Procurement Method
open
Main Procurement Category
goods
How to submit
All tenders must be submitted via Lancashire County Council's e-tendering portal (https://www.lancashire.gov.uk/fusion-supplier-portal/)
Procurement Method Details
Competitive flexible procedure

Covered By

GPA

Procedure

Features
The evaluation of Tenders will follow the guidelines detailed in the ITT. All Submissions will be marked over a three (3) stage process before the Contract is awarded. Stage 1: Procurement Specific Questionnaire (PSQ) Selection Criteria Stage 2: Award Evaluation Criteria Stage 3: Demonstration Meetings and Finalisation Meeting

Legal basis

Id
2023/54
Scheme
UKPGA

Expected award period

Ends
24 Jul 2025, 23:59

Tender Period

Ends
9 May 2025, 11:00

Contract terms

Financial Terms
Refer to Appendix A - Contract and the Council's website (https://www.lancashire.gov.uk/fusion-supplier-portal/) for further details.

Enquiry period

Ends
30 Apr 2025, 17:00

Submission terms

Electronic Submission Policy
allowed

Languages

en

Lots and requirements

Entry 1
Id
1
Status
complete
Has Renewal
Yes

Value

Currency
GBP
Including VAT
4,300,000

Renewal

Description
The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months.

Suitability

Sme
Yes

Award criteria

Weighting Description
Refer to section 5.1 of the ITT for further details. > Award Evaluation Criteria - Compliance (Pass/Fail) > Award Evaluation Criteria - Quality & Technical (60%) > Award Evaluation Criteria - Price (30%) > Award Evaluation Criteria - Social Value (10%)

Criteria

Criterion 1
Name
Compliance with statement of requirements
Type
quality
Description
Refer to section 5.3 of the ITT for further details. This criteria is pass/fail. Tenderer confirms their solution can meet all "must have" (mandatory) requirements as detailed in Appendix B - Statement of Requirements, before Tender award. The highest ranked Tenderer will be invited to demonstrate their solution meet's all "must have" (mandatory) requirements prior to award.
Criterion 2
Name
Quality and Technical
Type
quality
Description
Refer to section 5.4 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 60% of the total award criteria.
Criterion 3
Name
Price
Type
cost
Description
Refer to section 5.5 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 30% of the total award criteria.
Criterion 4
Name
Social value
Type
quality
Description
Refer to section 5.6 of the ITT for further details on the evaluation methodology and sub-criteria. This criteria is 10% of the total award criteria.

Contract period

Ends
31 Mar 2029, 23:59
Starts
1 Sept 2025, 00:00
Max Extent Date
31 Mar 2036, 23:59

Selection criteria

Criteria

Criterion 1
Type
economic
Description
Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the legal and financial capacity conditions of participation.
Criterion 2
Type
technical
Description
Refer to paragraph 5.2 (Stage 1: PSQ Selection Criteria) of the ITT for the technical ability conditions of participation.

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKD
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
48000000
Scheme
CPV
Description
Software package and information systems

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest
Entry 2
Id
014775-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
11 Apr 2025, 17:00

Planning and budget

No Engagement Notice Rationale
The Authority issued a Prior Information Notice (F01) on the 12th November 2024 (notice reference: 2024/S 000-036555) regarding this procurement under the Public Contract Regulations 2015. The purpose of the early market engagement was to understand the solution capabilities of a digital front door platform for Lancashire residents and local businesses.

Buyer, suppliers and contacts

Organisation 1
Id
GB-PPON-PBBJ-2179-TNXM
Name
Lancashire County Council

Roles

buyer

Address

Region
UKD45
Country
GB
Locality
Preston
Postal Code
PR1 0LD
Country Name
United Kingdom
Street Address
PO Box 100, County Hall

Details

Classifications

Entry 1
Id
publicAuthoritySubCentralGovernment
Scheme
UK_CA_TYPE
Description
Public authority - sub-central government

Identifier

Id
PBBJ-2179-TNXM
Scheme
GB-PPON

Contact

Name
James Bennett
Organisation 2
Id
GB-PPON-PQHH-4489-TLZM
Name
Social Value Portal Ltd
Role Details
Evaluation and ongoing contract management support for social value deliverables.

Roles

procuringEntity

Address

Region
UKI45
Country
GB
Locality
London
Postal Code
SE1 7TY
Country Name
United Kingdom
Street Address
Tintagel House, 92 Albert Embankment,

Details

Identifier

Id
PQHH-4489-TLZM
Scheme
GB-PPON

Contact

Organisation 3
Id
GB-COH-09197997
Name
SOCIAL VALUE PORTAL LTD
Role Details
Evaluation and ongoing contract management support for the social value deliverables under the future contract.

Roles

procuringEntity

Address

Region
UKI45
Country
GB
Locality
London
Postal Code
SE1 7TY
Country Name
United Kingdom
Street Address
Tintagel House

Identifier

Id
09197997
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PQHH-4489-TLZM
Scheme
GB-PPON
Organisation 4
Id
GB-COH-02831215
Name
NETCALL TECHNOLOGY LIMITED

Roles

supplier

Address

Region
UKH24
Country
GB
Locality
Bedford
Postal Code
MK41 7PH
Country Name
United Kingdom
Street Address
Suite 203, Bedford Heights, Brickhill Drive

Control

Description
The Council are not aware of any connected people or organisations that are not referenced in their Companies House submission.

Details

Vcse
No
Scale
sme
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
02831215
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PJCY-7652-TRVN
Scheme
GB-PPON

Award information

Award 1
Id
1
Date
6 Aug 2025, 00:00
Status
active
Has Options
Yes
Has Renewal
Yes
Above Threshold
Yes
Main Procurement Category
goods
Assessment Summaries Date Sent
6 Aug 2025, 00:00

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKD
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
48000000
Scheme
CPV
Description
Software package and information systems

Value

Currency
GBP
Including VAT
4,300,000

Options

Description
The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR)

Renewal

Description
The initial Contract period will be three (3) years and seven (7) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and seven (7) months.

Documents

Entry 1
Id
046702-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
6 Aug 2025, 18:22

Suppliers

Supplier 1
Id
GB-COH-02831215
Name
NETCALL TECHNOLOGY LIMITED

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
18 Aug 2025, 23:59

Related lots

1

Contract period

Ends
31 Mar 2029, 23:59
Starts
1 Sept 2025, 00:00
Max Extent Date
31 Mar 2036, 23:59

Subcontracting

Subcontracts

Entry 1
Id
1
Description
The Council are not aware of any associated people or organisations that are not referenced in their Companies House submission.

Main Contractors

Entry 1
Id
GB-COH-02831215
Name
NETCALL TECHNOLOGY LIMITED

Standstill Period

Ends
15 Aug 2025, 23:59

Contracts and changes

Entry 1
Id
1
Status
active
Award ID
1
Date Signed
1 Sept 2025, 00:00
Has Options
Yes
Has Renewal
Yes
Above Threshold
Yes

Value

Currency
GBP
Including VAT
4,300,000

Period

Ends
28 Feb 2029, 23:59
Starts
1 Sept 2025, 00:00
Max Extent Date
29 Feb 2036, 23:59

Options

Description
The right to additional purchases while the contract is valid. The Council anticipates that, during the term of the contract, there may be a requirement for additional purchases and enhancements to ensure the continued effectiveness, scalability, and relevance of the solution. These may include, but are not limited to: - Upgrades to existing systems or solutions to maintain compatibility with evolving technical standards, such as PCI DSS, or security requirements; - Procurement of new modules or functionalities that extend the core capabilities of the original solution, provided they remain within the intended scope of the contract; - Specialist consultancy or development services to support implementation, integration, or optimisation of the solution, and future upgrades, in response to changing operational needs; - Integration of evolving technologies, such as artificial intelligence (AI) and automation, to enhance performance, efficiency, or user experience, where such integrations are consistent with the original purpose of the contract. - Purchase additional licences, storage and similar already covered by the Contract but to expand the needs. - To support the Council during any future reorganisation, such as Devolution and Local Government Reorganisation (LGR).

Renewal

Description
The initial Contract period will be three (3) years and six (6) months, after such time the Authority may extend the Contract by any number of defined periods stipulated by the Authority pursuant to the Contract, provided that the total duration of the Contract Term does not exceed ten (10) years and six (6) months.

Documents

Entry 1
Id
055588-2025
Format
text/html
Notice Type
UK7
Description
Contract details notice on Find a Tender
Document Type
contractNotice
Published
10 Sept 2025, 17:09

Agreed Metrics

Entry 1
Id
1
Title
Solution Availability

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 2
Id
2
Title
Integration to Liberty Create

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 3
Id
3
Title
Help Desk Response Times - Priority 1 and 2

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 4
Id
4
Title
Help Desk Response Times - Priority 3, 4 and 5

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 5
Id
5
Title
Fix Times - Severity Level 1 Service Incidents

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 6
Id
6
Title
Fix Times - Severity Level 2 Service Incidents

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 7
Id
7
Title
Fix Times - Severity Level 3 Service Incidents

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 8
Id
8
Title
Fix Times - Severity Level 4 Service Incidents

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 9
Id
9
Title
NT18: Total amount (£) spent in local supply chain through the contract

Observations

Entry 1
Id
frequency

Period

Duration In Months
3

Recorded locations

  • Buyer location · Preston · UKD45 · PR1 0LD · United Kingdom
  • Delivery location · UKD · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-0501f3-2025-09-10T17:09:52+01:00Tender notice on Find a Tender ·