Victim & Citizen Engagement Technology Solution

Further to the UK1 Pipeline Notice published on 19th November 2025 by BlueLight Commercial Limited (ref: 2025/S 000-077692) in relation to a Victim & Citizen Engagement Technology Solution which will be used by UK law enforcement agencies, this UK2 Preliminary Market Engagement Notice is issued to inform the market of a potential future opportunity.

This Pre-Market Engagement Notice is issued solely for the purposes of information gathering and engagement with the market. It does not constitute a call for competition and create any obligation on the Authority to proceed with a procurement exercise, or enter into any commercial arrangement. Please note the procurement route and anticipated publication date for this opportunity are yet to be determined. These elements will be confirmed following completion of the market engagement process and development of the Authority’s commercial strategy.

Any future procurement will be subject to separate formal notice and the publication of full procurement documentation via the Find a Tender Service (FTS).

BlueLight Commercial Limited (BLC) are conducting Preliminary Market Engagement to gain a better understanding of the market, supplier appetite, capacity, and capability, as well as perceived risks and opportunities. Any learnings will be used to formulate the associated procurement strategy.

BLC work in collaboration with blue light organisations to maximise commercial benefit to UK emergency services. The focus of this solution will be improving Victim & Citizen Engagement, building trust and confidence, reducing demand within control rooms, and reducing the costs of serving the public by using innovative software to keep both victims and citizens more engaged. The aim is to ensure all forces have access to the most effective, reliable, and innovative solutions available in the market.

This Solution needs to facilitate the force contact engagement from first contact with a police force to final closure of the contact, and via integration with police systems, e.g. Command and Control, Records Management Systems providing contact and updates throughout the journey without the need to call the force contact centre. It seeks to further drive standardisation and consistency, whilst helping forces to develop capability and invest in technology which will not only improve the service at first point of contact but will improve the overall contact experience.

This Solution must facilitate Victim & Citizen engagement to reduce failure demand whilst proactively engaging to ensure high levels of customer (internal and external) trust and confidence. The delivery of the desired solution may be considered to follow the same customer service path as an online application or ordering process. For example, acknowledgement of the initial contact, time appropriate follow up contacts at defined points within the communication journey, and a closure contact at the end of the process.

All communication will be auditable and align with the Victims code as appropriate. We are looking for solutions that can meet individual force needs and achieve the following:

*Improve experience of members of the public accessing the policing service

*Provide the public with consistent updates in a timely manner, 

*Improve public trust, confidence, and satisfaction, 

*Reduce Contact Management demand, 

*Improve force's overall Contact Management performance.