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PROCUREMENT OPPORTUNITY

25016 Telephony & Customer Relationship Management (CRM) system for Cambridgeshire County Council, Customer Services Centre

Cambridgeshire County Council · Preliminary market engagement notice on Find a Tender

Tender information last checkedLast checked 29 Sept 2026, 22:49.

Opportunity overview

Cambridgeshire County Council Customer Services Centre (CSC) currently uses a range of systems including Dynamics 365 CRM, Cirrus telephony solution and Q-max Workforce Management (WFM) system, Granicus online forms, as well as a numerous line of business systems. CSC currently uses Dynamics 365 CRM, and separate telephony and WFM systems. Added to this, they have a number of line of business systems, most notably for the Blue Badge and Concessionary Bus Pass processes. The Council would like to ascertain what options are available with regards to other systems that can provide a CRM, telephony and WFM functionality within the market This market engagement exercise will assist the Council in determining the next steps in developing any potential procurement documentation, the functionality of the systems available and routes to market including the use of any Framework Agreements if relevant. It will also enable a cost comparison against the potential continuation of the Dynamic 365 CRM as part of the decoupling process for Peterborough City Council that the service area has been undertaking.

Classification

  • CPV48000000 — Software package and information systems

Lots

  • Lot 1Value not stated

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
DN767866
Status
planning
Main Procurement Category
goods

Legal basis

Id
2023/54
Scheme
UKPGA

Lots and requirements

Entry 1
Id
1
Status
planning

Suitability

Sme
Yes

Contract period

Ends
30 Sept 2028, 23:59
Starts
1 Oct 2025, 00:00

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKH12
Country
GB
Country Name
United Kingdom

Additional Classifications

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

Planning and budget

Documents

Entry 1
Id
009884-2025
Format
text/html
Notice Type
UK2
Description
Preliminary market engagement notice on Find a Tender
Document Type
marketEngagementNotice
Published
18 Mar 2025, 12:24

Milestones

Entry 1
Id
engagement
Type
engagement
Status
scheduled
Due
4 Apr 2025, 23:59
Description
The Market Engagement Documentation are published on the Council's e-tender (Proactis) system on 18th March 2025. Interested parties are invited to download and engage with the Market Engagement by; (a) Going to : https://procontract.due-north.com/Opportunities (b) Select Cambridgeshire County Council from the organisation list (c) Searching for opportunity ref: DN767866 (d) Expressing an interest (e) Accessing and downloading the Market Engagement documents from the website and responding in accordance with the contained instructions. Alternatively, you can access the direct link to tender opportunity here: https://procontract.due-north.com/Advert?advertId=16a3bc16-5303-f011-8136-005056b64545 The market engagement response document is in the form of a Microsoft Forms questionnaire contained with the Market Engagement Document on the e-procurement portal Responses are to be submitted through the Microsoft Form using the link below. The deadline for responses to be received is 17:00 on Friday 4th April 2025 The Council may at its discretion ask further questions of Suppliers that provide a response to the questionnaire. This process does not form part of the formal tender procedure to follow and no supplier shall be disadvantaged by either taking part or not taking part in this process.

Buyer, suppliers and contacts

Organisation 1
Id
GB-PPON-PJVB-3262-VGVJ
Name
Cambridgeshire County Council

Roles

buyer

Address

Region
UKH12
Country
GB
Locality
Alconbury Weald, Huntingdon
Postal Code
PE28 4YE
Country Name
United Kingdom
Street Address
New Shire Hall Emery Crescent Enterprise Campus,

Details

Classifications

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

Identifier

Id
PJVB-3262-VGVJ
Scheme
GB-PPON

Contact

Recorded locations

  • Buyer location · Alconbury Weald, Huntingdon · UKH12 · PE28 4YE · United Kingdom
  • Delivery location · UKH12 · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-04ee6e-2025-03-18T12:24:12ZPreliminary market engagement notice on Find a Tender ·