# Provision of a Call Handling and Distribution Service

> Pre-procurement notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [CPS](/buyers/cps/contract-awards)
- Published: 24 August 2022
- Stage: pre_procurement
- Notice ID: 9a0a345d-8a97-4dea-884a-ed8fab78d98c-566279
- OCID: ocds-b5fd17-30d126ff-cb35-49f8-aaf7-054168ac3a0b

## Description

The CPS is seeking to procure a telephone call handling and distribution system that will enable police forces \(and other investigative authorities\) to call a single number and be put through to a member of CPS Direct staff, who will triage the call\. Currently the CPS Direct team receive an average of 6,000 calls per month\. The contract for the current call handling and distribution system is coming to an end in 2023, and CPS would like to procure a flexible platform that will enable call waiting lists, call allocations and full status reports for staff, as well as enabling calls to be passed to users via Microsoft Teams \(as the telephony system used by the CPS\)\. Please refer to the attached document for further information on this early engagement opportunity\.

## Related contract awards

- [Provision of Microsoft Copilot Enablement Programme](/contracts/ocds-b5fd17-1ac0711c-85ac-40b5-9b6a-0975d62e5689): CPS
- [PR 2026 019 Provision of ERP, HCM and Guided Learning Contract](/contracts/ocds-b5fd17-0fce25bc-2bdd-4463-8298-c863a450bdd3): CPS
- [PR 2023 151 Provision of End User Devices and Supporting Services](/contracts/ocds-b5fd17-5881b086-57d4-43a2-ad19-d5f7b9d1089b): CPS

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/9a0a345d-8a97-4dea-884a-ed8fab78d98c-566279)