ProcuraAxisBeta
Sign inCreate Free Account
Home / Opportunities / Opportunity
PROCUREMENT OPPORTUNITY

Contact Centre as a Service (CCaaS)

The Chief Constable of Thames Valley Police · Preliminary market engagement notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 10:53.

Opportunity overview

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. 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.

Classification

  • CPV32400000 — Networks
  • CPV32500000 — Telecommunications equipment and supplies
  • CPV48200000 — Networking, Internet and intranet software package
  • CPV48500000 — Communication and multimedia software package
  • CPV48800000 — Information systems and servers
  • CPV48900000 — Miscellaneous software package and computer systems
  • CPV72000000 — IT services: consulting, software development, Internet and support

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
TVP001016 - Contact Centre as a Service (CCaaS)
Status
planning
Above Threshold
Yes
Main Procurement Category
services

Legal basis

Id
2023/54
Scheme
UKPGA

Lots and requirements

Entry 1
Id
1
Status
planning

Contract period

Ends
30 Jun 2035, 23:59
Starts
1 Jul 2027, 00:00

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

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

Additional Classifications

Entry 1
Id
32400000
Scheme
CPV
Description
Networks
Entry 2
Id
32500000
Scheme
CPV
Description
Telecommunications equipment and supplies
Entry 3
Id
48200000
Scheme
CPV
Description
Networking, Internet and intranet software package
Entry 4
Id
48500000
Scheme
CPV
Description
Communication and multimedia software package
Entry 5
Id
48800000
Scheme
CPV
Description
Information systems and servers
Entry 6
Id
48900000
Scheme
CPV
Description
Miscellaneous software package and computer systems
Entry 7
Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Planning and budget

Documents

Entry 1
Id
064627-2025
Format
text/html
Notice Type
UK2
Description
Preliminary market engagement notice on Find a Tender
Document Type
marketEngagementNotice
Published
13 Oct 2025, 10:47
Entry 2
Id
064642-2025
Format
text/html
Notice Type
UK2
Description
Preliminary market engagement notice on Find a Tender
Document Type
marketEngagementNotice
Published
13 Oct 2025, 11:04

Milestones

Entry 1
Id
engagement
Type
engagement
Status
scheduled
Due
31 Oct 2025, 23:59
Description
The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk Please include the following detail in your message: - - Quoting Reference: TVP01016 - Contact Centre as a Service (CCaaS) - Full name - Company/organisation name - Contact details (E-mail and phone number) In return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages. This Notice is for information only. The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.

Buyer, suppliers and contacts

Organisation 1
Id
GB-PPON-PQWX-7678-NJGQ
Name
The Chief Constable of Thames Valley Police

Roles

buyer

Address

Region
UKJ14
Country
GB
Locality
Kidlington
Postal Code
OX5 1NZ
Country Name
United Kingdom
Street Address
Thames Valley Police - HQ North

Details

Classifications

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

Identifier

Id
PQWX-7678-NJGQ
Scheme
GB-PPON

Contact

Name
Chris Dent
Organisation 2
Id
GB-PPON-PLMD-5951-VJRL
Name
Hampshire and Isle of Wight Constabulary
Role Details
Thames Valley Police and Hampshire & Isle of Wight Constabulary have a joint ICT department and the services we are looking to procure as part of this notice will be for both Forces. Thames Valley Police will be undertaking all procurement activities for these services.

Roles

procuringEntity

Address

Region
UKJ35
Country
GB
Locality
Leigh Road, Eastleigh
Postal Code
SO50 9SJ
Country Name
United Kingdom
Street Address
Police & Fire Headquarters

Identifier

Id
PLMD-5951-VJRL
Scheme
GB-PPON

Contact

Recorded locations

  • Buyer location · Kidlington · UKJ14 · OX5 1NZ · United Kingdom
  • Delivery location · UK · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-05adfc-2025-10-13T11:04:23+01:00Preliminary market engagement notice on Find a Tender ·