Tender for Contact Management Solution

Tender for Contact Management Solution

Dyfed Powys Police are now seeking to procure an Integrated Communication Control System and Contact Management Solution (including telephony platform) for the Force Control Room.

Contact Management Solution

Contract summary



  • Command, control, communication systems – 35711000

Location of contract


Value of contract


Procurement reference


Published date

23 February 2021

Closing date

26 March 2021

Closing time


Contract start date

2 July 2021

Contract end date

1 July 2029

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (OJEU)

Contract is suitable for SMEs?


Contract is suitable for VCSEs?





Dyfed Powys Police has a history of operating a critical voice and data environment to meet the demands of front-line services to its citizens via the 999, 101 and various other services. DPP has one of the highest average speed times of answering calls for 999 across the UK.

Dyfed Powys Police are now seeking to procure an Integrated Communication Control System (ICCS) and Contact Management Solution (including telephony platform) for the Force Control Room based at Headquarters, Carmarthen. Adopting a principle of ‘cloud first’ we are looking for a cloud based, high availability, easy to maintain and effective next generation ICCS/Contact Management Solution that supports both multichannel voice and digital communications and also interfaces with the current Airwave radio network. The system must also be available within our secondary site, based at our premises in Ammanford which acts as a backup site but this site can also be used as a staff training facility, business continuity events and so on.

The corporate voice platform outside of the Force Control Room is currently Cisco Call Manager, interfacing into this would also be a requirement for the provision of call transfer etc.

Technology within Policing is changing, the legacy Airwave network will evolve into ESN and the traditional delivery of emergency 999 calls over ISDN will be replaced by the requirement for SIP therefore the system we seek must be adaptable and will deliver to the force a seamless migration into next generation technologies. Obviously being a 24x7x365 service, we require that a service management support mechanism must also be available to reflect our operational needs should the system encounter any issues.

The solution must also provide full voice recording and playback functionality across both the telephony and Airwave formats.

Some of the other features we expect include:
• Command & Control integration for multi-channel voice/digital communications and digital radio communication
• Customer Relationship Management application
• Easily customisable Interactive Voice Response attendant
• Provision of location services for the mapping and dispatch of mobile units within Command & Control
• Enhanced EISEC/EISEC 2 for BT subscriber service
• Multi-channel contact and Airwave radio recording of calls with data tagging
• Ability to dynamically adjust agent skills and call flows
• Customisable agent reporting, live time displays and ‘cradle to grave’ reporting

All documents are available on

PQQ reference pqq_33083


More information


Additional text
PQQ reference pqq_33083


How to apply


Follow the instructions given in the description or the more information section.


About the buyer


Contact name

Faye Ryan


Police and Crime Commissioner Dyfed Powys
Police HQ, Llangunnor
SA31 2PF