Source: https://tendernation.io/opportunities/01a13c44-e21c-7137-9a11-e1a4f42de1fd/cambridge-city-council-ivr-service closed GB open procedure Suitable for SMEs # Cambridge City Council - IVR Service [Cambridgeshire District Councils](https://tendernation.io/buyers/cambridgeshire-district-councils) Estimated value Not stated Published 13 Sept 2019 Deadline Closed 27 Sept 2019 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Cambridge City Council is looking to receive expressions of interest in providing a 24/7 IVR service to it's Customer Services department for the following services: • Revenue Services • Housing Benefit • Council Tax Reduction • Environmental Services • Waste and Street services • City Centre management • Planning The supplier should be able to provide outline scripts for customisation by Cambridge City Council for these services. The IVR service should be able to collect data from customers using speech recognition and email this in real time to the customer. It should also be able to text web-links to customers mobiles when requested. The IVR system should be able to be modified on a scheduled as well as an ad hoc basis. Adhoc changes should be completed within 5 working days. The supplier should be able to guarantee 99+% uptime and a resolution time of less than 4 hours for priority issues. The suppliers system should be able to manage in excess of 90,000 calls per annum and be able to deliver a seem less service to the customers of Cambridge city Council specifically: Customers should be able to easily navigate through the IVR The transfer of calls back to Customer Services Caller ID of customer numbers is retained. Cambridge City Council should be able to receive automated reports on usage as well as be able to create customised reports on the following metrics - this is not an exhaustive list: • Call volumes • Call durations • Call volumes by service/line • Number of data collections • Number of web link texts Please provide examples of where this service has been delivered with other local authorities. Please can you confirm you are able to deliver the above service as at a minimum. Read full description ## CPV classification Telephone and data transmission services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/b5c3c271-3551-4742-8033-8bb7732d6006) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Cambridgeshire District Councils: past awards and live tenders](https://tendernation.io/buyers/cambridgeshire-district-councils) [Sector More Postal & telecoms services tenders](https://tendernation.io/sectors/postal-telecoms-services) ## More tenders like this [Post Office Branch - Porthleven · Post Office Limited · 87 days left · 13 Jan 2027](https://tendernation.io/opportunities/01a15476-5f26-7105-9baf-83f6228041ef/post-office-branch-porthleven) [Post Office Branch - Newlyn · Post Office Limited · 87 days left · 13 Jan 2027](https://tendernation.io/opportunities/01a15476-5f73-73e7-863c-621698162391/post-office-branch-newlyn) [Post Office Branch - Brabazon Road · Post Office Limited · 7 days left · 25 Oct 2026](https://tendernation.io/opportunities/01a15476-5fc3-71dc-b775-e86e4d62cd65/post-office-branch-brabazon-road) [Postal and telecommunications services – Usługi pocztowe · Kasa Rolniczego Ubezpieczenia Społecznego · 17 days left · 5 Nov 2026](https://tendernation.io/opportunities/01a15183-66c5-716c-a153-f4e0d2c3f2c9/poland-postal-and-telecommunications-services-uslugi-pocztowe) [Postal services related to parcels – Accord-Cadre pour le transport de documents et colis de moins de 30kg en express · EDF SA · 32 days left · 19 Nov 2026](https://tendernation.io/opportunities/01a15183-6693-737e-ba6c-c2746f617690/france-postal-services-related-to-parcels-accord-cadre-pour-le-transport-de) [Postal services related to newspapers and periodicals – Procurement of newspaper distribution · Ministry of Transport · 31 days left · 19 Nov 2026](https://tendernation.io/opportunities/01a15183-66f7-7002-b14b-7bfe728ca49a/norway-postal-services-related-to-newspapers-and-periodicals-procurement-of)