How to win: Provision of Contact Centre Technologies for Flintshire County Council

About this contract

Flintshire County Council is looking to engage with the market for a bilingual (Welsh and English)* Contact Centre solution to the improve customer experience when contacting the Council, increase agent productivity, reduce operational costs, and enable smarter decision-making through enhanced data and insights. The Council’s corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing. To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations. Whilst the Council is initially focusing on modernising its corporate Contact Centre, which receives the highest level of demand (e.g. circa 182,000 calls annually), the same technology is also used across other Council services. As such, the Council is seeking to work with a supplier that can demonstrate flexibility in its licensing options, recognising that different services ma

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — Flintshire County Council scores each response, so map your evidence to the published criteria and weightings.
• ✓At £1, expect quality and social value to carry a large share of the score — price alone rarely wins services work.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: it closes 30 June 2026 and a strong bid takes iteration.

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