Section one: Contracting authority
one.1) Name and addresses
Sheffield Hallam University
City Campus
Sheffield
S11WB
strategicprocurement@shu.ac.uk
Country
United Kingdom
Region code
UKE32 - Sheffield
UK Register of Learning Providers (UKPRN number)
10005790
Internet address(es)
Main address
one.4) Type of the contracting authority
Other type
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Purchasing of Telephony Services for University Clearing Days
Reference number
2526-14-DTS-JM
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Provision of a hosted contact centre and telephony solution to support the University's student recruitment and enquiry handling activities, particularly during peak Clearing periods. The service includes cloud-based contact centre functionality, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony systems.
The contract also covers ongoing support and maintenance, service availability management, analytics and reporting, and professional services to support configuration, optimisation, and training. The solution enables the University to manage high volumes of inbound and outbound calls efficiently and reliably during critical recruitment periods.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £251,929
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Provision of a hosted contact centre and telephony service to support the University's student recruitment and enquiry handling activities, including high-volume call handling during Clearing periods. The service comprises cloud-based contact centre software, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony infrastructure.
The contract includes the supply of concurrent agent licences, SIP telephony channels, inclusive call minutes, and associated hosting services, together with ongoing support and maintenance, service availability management, analytics and reporting, and professional services for configuration, optimisation, and user training.
The service is required to provide a stable, scalable, and resilient platform capable of supporting peak demand periods and business-as-usual operations.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
The contract was awarded via an existing compliant framework agreement in accordance with the framework call-off rules. The framework provides pre-competed pricing and terms, ensuring value for money and continuity of a business-critical service.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract
Contract No
2526-14-DTS-JM
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2025
five.2.2) Information about tenders
Number of tenders received: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203 Bedford Heights Brickhill Drive Bedford
Bedfordshire
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
Companies House
02831215
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £251,929
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Sheffield Hallam University
Furnival Works
Sheffield
S1 4QT
Country
United Kingdom