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PROCUREMENT OPPORTUNITY

COV - Contact Support Centre

Coventry City Council · award, contract

Tender information last checkedLast checked 23 Sept 2026, 17:11.

Opportunity overview

Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.

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.

Puzzel Limited

Matched by number
Contract value
£1.9m
Awarded
Not supplied
Contract signed
13 Sept 2026
Award ID
087039-2026-1
Status
active
Identifier
GB-COH 04124967
Location
Berkshire, UKJ11, United Kingdom

Classification

  • CPV72000000 — IT services: consulting, software development, Internet and support

Lots

  • This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solution. The solution supports Council departments in providing high-quality customer services.Value not stated

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
ocds-h6vhtk-06f986
Status
complete
Main Procurement Category
services
Procurement Method
limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Why this procedure was chosen
This contract has been awarded by way of a direct award under the Government Commercial Agency (GCA) G-Cloud 14 Framework Agreement (RM1557.14) following the completion of the required buying process.

Legal basis

Id
32014L0024
Scheme
CELEX

Classification

Scheme
CPV
Id
72000000
Description
IT services: consulting, software development, Internet and support

Covered By

GPA

Procedure reasons

Entry 1
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Id
D_OUTSIDE_SCOPE
Description
The procurement falls outside the scope of application of the directive

Lots and requirements

Entry 1
Id
1
Description
This contract is for the provision, implementation, support and maintenance of a cloud-based contact centre management solution. The solution supports Council departments in providing high-quality customer services.
Has Options
No
Status
cancelled

Award criteria

Criteria

Criterion 1
Type
price

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKG33

Buyer, suppliers and contacts

Organisation 1
Name
Coventry City Council
Id
GB-FTS-141540

Identifier

Legal Name
Coventry City Council
No Identifier Rationale
notOnAnyRegister

Address

Street Address
Council House, Earl Street
Locality
Coventry
Region
UKG33
Postal Code
CV15RR
Country Name
United Kingdom

Contact

Roles

buyer

Details

Classifications

Entry 1
Scheme
TED_CA_TYPE
Id
REGIONAL_AUTHORITY
Description
Regional or local authority
Entry 2
Scheme
COFOG
Id
01
Description
General public services
Organisation 2
Name
Puzzel Limited
Id
GB-COH-04124967

Identifier

Legal Name
Puzzel Limited
Id
04124967
Scheme
GB-COH

Address

Locality
Berkshire
Region
UKJ11
Country Name
United Kingdom

Roles

supplier

Details

Scale
sme
Organisation 3
Name
High Court of England & Wales London
Id
GB-FTS-186625

Identifier

Legal Name
High Court of England & Wales London

Address

Locality
London
Country Name
United Kingdom

Roles

reviewBody

Award information

Award 1
Id
087039-2026-1
Status
active

Related lots

1

Suppliers

Supplier 1
Id
GB-COH-04124967
Name
Puzzel Limited

Contracts and changes

Entry 1
Id
087039-2026-1
Award ID
087039-2026-1
Status
active
Date Signed
14 Sept 2026, 00:00

Value

Amount
1,911,320
Currency
GBP

Recorded locations

  • Buyer location · Coventry · UKG33 · CV15RR · United Kingdom
  • Delivery location · UKG33

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. 087039-2026award, contract ·