Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Dundee City Council
Dundee City Council, Procurement, Dundee House, Floor 4, 50 North Lindsay Street
DUNDEE
DD1 1NZ
UK
Contact person: Claire Petrie
Telephone: +44 1382433417
E-mail: claire.petrie@dundeecity.gov.uk
NUTS: UKM71
Internet address(es)
Main address: www.dundeecity.gov.uk
Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00220
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES
Reference number: DCC/IT/259/23
II.1.2) Main CPV code
72222300
II.1.3) Type of contract
Services
II.1.4) Short description
Implementation of Omnichannel Services
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
142 664.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
72222300
II.2.3) Place of performance
NUTS code:
UKM71
Main site or place of performance:
Dundee City
II.2.4) Description of the procurement
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.
II.2.5) Award criteria
Quality criterion: ChatBot/WebChat Requirements
/ Weighting: 33
Quality criterion: Conversational Automated Intelligence Requirements
/ Weighting: 32
Quality criterion: Technical Requirements
/ Weighting: 10
Quality criterion: Out of the Box Capability
/ Weighting: 10
Quality criterion: Account Management and Support
/ Weighting: 10
Quality criterion: Community Benefits
/ Weighting: 2.5
Quality criterion: Fair Work First
/ Weighting: 2.5
Price
/ Weighting:
20
II.2.11) Information about options
Options:
Yes
Description of options:
Option to extend for 2 further years
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-034931
Section V: Award of contract
Contract No: DCC/IT/259/23
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
07/05/2024
V.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Digital Modus Ltd
Winton House, Winton Square
Basingstoke
RG21 8EN
UK
Telephone: +44 8000886080
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 142 664.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
Option to extend for a further 2 years
(SC Ref:803908)
VI.4) Procedures for review
VI.4.1) Review body
Dundee Sheriff Court
6 West Bell Street
Dundee
DD1 9AD
UK
Telephone: +44 1382229961
E-mail: dundee@scotcourts.gov.uk
VI.4.2) Body responsible for mediation procedures
Scottish Courts Service
Saughton House, Broomhouse Drive
Edinburgh
EH11 3XD
UK
Telephone: +44 1314443300
E-mail: enquiries@scotscourts.gov.uk
VI.5) Date of dispatch of this notice
09/07/2025