Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Coventry City Council
Council House, Earl Street
Coventry
CV15RR
UK
E-mail: procurement.services@coventry.gov.uk
NUTS: UKG33
Internet address(es)
Main address: www.coventry.gov.uk
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
COV - Contact Support Centre
II.1.2) Main CPV code
72000000
II.1.3) Type of contract
Services
II.1.4) Short description
Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 911 320.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKG33
II.2.4) Description of the procurement
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.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
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
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
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.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
14/09/2026
V.2.2) Information about tenders
Number of tenders received: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Puzzel Limited
04124967
Berkshire
UK
NUTS: UKJ11
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 1 911 320.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
High Court of England & Wales London
London
UK
VI.5) Date of dispatch of this notice
14/09/2026