Contract awardedFramework call-offChatbots

Revenues & Benefits Telephony/Chatbot Service

Dorset Council
South West
Selective procedure
26 December 2025 to 25 December 2028

Implementation and support of three specific software modules: a virtual assistant chatbot, a DTMF-based self-service IVR system, and a voice and survey forms platform. The contract focuses on automating customer interactions for revenues and benefits services, requiring integration with existing telephony infrastructure to manage high-volume citizen enquiries efficiently.

Open the official notice

Awarded value: £321k; As published
Published: 23 February 2026
Awarded: 19 December 2025; Inform Communications
Contract length: 36 months; Ends 25 December 2028

What the contract covers

Call-off from the G-Cloud 14 framework

Provision of automated telephony, IVR self-service, and chatbot virtual assistant software solutions for public sector revenues and benefits departments.

Engage Chatbot/Virtual Assistant (Service ID 427098412558827).
Engage Telephony DTMF Self Service IVR (Service ID 671778185826929).
Engage Telephony Voice and Survey Forms (Service ID 765780190637105).

Terms and requirements

Contract type: Call-off from the G-Cloud 14 framework
Procedure: Selective procedure
Initial term: 24 months
Extensions: 12 months
Longest it can run: 36 months
Contract dates: 26 December 2025 to 25 December 2028
Certifications asked for: None stated
Suitable for SMEs: Yes
Category: Services
CPV codes: 48000000

Services in this contract

Chatbots and conversational AI assistantsMain service£87k typicalChatbot virtual assistant and telephony self-service IVR for revenues and benefits

Lifecycle

Published
23 February 2026
Contract awardedto Inform Communications
19 December 2025
Contract starts
26 December 2025
Contract ends
25 December 2028

The buyer

Dorset Council

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
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Contact details

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The supplier

Inform Communications

Contracts won, 24 months: Locked
Value won, 24 months: Locked
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Companies House number: Locked

Main buyers

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Cite this contract

Link: https://bidskim.com/tender/7618/revenues-and-benefits-telephony-chatbot-service
Buyer reference: DCCIVRVA20251226
Open contracting ID: ocds-b5fd17-060efa4f-c8b5-43db-ab1d-6f55ff8400a8
Last checked: 5 November 2026

Dorset Council. Revenues & Benefits Telephony/Chatbot Service. Contract award, 23 February 2026. BidSkim, https://bidskim.com/tender/7618/revenues-and-benefits-telephony-chatbot-service (accessed 5 November 2026).