The G-Cloud framework has long been a trusted route for UK public sector organisations to procure cloud-based services efficiently. Now, with the launch of G-Cloud 14, the framework is evolving once again, offering even more flexibility and innovation.
Puzzel has been awarded a place on G-Cloud 14, reaffirming our commitment to providing cutting-edge CX solutions that help public sector organisations elevate their customer experience.
In this post, we’ll explore what’s new with G-Cloud 14 and how Puzzel’s CX solutions align with this evolving framework.
What is the G-Cloud framework?
The G-Cloud framework is a UK government initiative designed to simplify the procurement of cloud-based services for the public sector. Through the Public Procurement Gateway (PPG), managed by the Crown Commercial Service (CCS), public sector bodies can access pre-approved cloud solutions without undergoing lengthy traditional tender processes.
Since its launch in 2012, the framework has grown into a vital procurement tool for over 48,000 public sector and third-sector organisations, offering quicker access to cloud services. Now in its 14th iteration, G-Cloud builds on this success by offering enhanced features to simplify the process even further.
The scope of G-Cloud.
The G-Cloud framework is designed to help public sector buyers easily procure off-the-shelf cloud-hosted services. It provides public sector buyers with complete control over the procurement process, facilitating swift decision-making and allowing buyers to collaborate closely with suppliers, ensuring they procure the most suitable cloud services for their specific needs.
Within the framework, public sector organisations can select services from four distinct categories or "Lots," tailored to their specific needs:
- Lot 1: Cloud Hosting Services – Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) for deploying, managing, and running software, or provisioning processing, storage, and network resources.
- Lot 2: Cloud Software Services – Software as a Service (SaaS) application hosted in the cloud and accessed via the internet or private network. Puzzel is in this category.
- Lot 3: Associated Support Services – Professional services for setting up and maintaining cloud software or hosting solutions.
- Lot 4: Cloud Support (Further Competition) – Support for cloud migration, setup, security, performance testing, training, and ongoing maintenance.
What’s new in G-Cloud 14?
With G-Cloud 14 now live, it brings significant updates that simplify and enhance public sector procurement. It’s also the first iteration to align with the new Procurement Act 2023, which places a greater focus on transparency, accessibility, and SME participation. The framework’s flexibility has been further enhanced, ensuring that suppliers can showcase pre-approved services without the need for repetitive tendering.
G-Cloud 14 builds on the success of G-Cloud 13, adding new features that make it even easier for public sector organisations to access cutting-edge cloud technology. The latest iteration focuses on:
- Access to innovative cloud solutions: access to multiple suppliers and cloud services, including a high number of SMEs
- More flexibility: G-Cloud 14 is designed to provide a quicker and more accessible route to market, with buyers having more control over the procurement process.
- Broader scope of services: The framework now includes expanded categories within cloud software and support, allowing public sector organisations to access more diverse solutions that meet their evolving needs
Why G-Cloud 14 Matters for Public Sector Contact Centres
For public sector contact centres, G-Cloud 14 presents a valuable opportunity to not only enhance operational efficiency but also address key challenges such as regulatory compliance, cost reduction, and the transition to cloud technology. By streamlining the procurement process, G-Cloud 14 simplifies access to essential tools like CCaaS, AI-powered chatbots, and workforce management solutions—critical for meeting the high standards of service delivery in the public sector.
Additionally, the framework supports compliance with strict regulatory requirements, enabling contact centres to adopt cloud solutions with built-in security and data protection measures. This ensures that public sector organisations can confidently modernise their operations while adhering to regulations.
With reduced procurement barriers, public sector contact centres can more quickly adopt these solutions, ensuring they stay agile in meeting changing public demands and delivering better service outcomes.
Puzzel and G-Cloud 14
Puzzel has long been a trusted partner in the G-Cloud framework, offering comprehensive contact centre solutions that are tailored to the needs of public sector organisations. As part of Lot 2, Puzzel provides an extensive CX ecosystem, including AI-powered tools for driving efficiency and delivering exceptional customer service.
Our presence on G-Cloud has expanded to include not only Puzzel Contact Centre but also Workforce Management, Quality Assurance, Case Management, as well as three solutions from our partner Verint. With eight services available on G-Cloud 14, Puzzel is fully equipped to help public sector organisations optimise their customer journeys and embrace the future of cloud technologies.
For more information about how Puzzel can elevate the customer experience in the Public Sector, visit our website.
If you’re interested in learning more about Puzzel’s alignment with the G-Cloud 14 framework, please contact us for additional details.
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