Section one: Contracting authority
one.1) Name and addresses
Itica Limited
Davison House, North Street
CB1 1BH
BN11 1ER
Contact
Neville Brown
Telephone
+44 7771810621
Country
United Kingdom
NUTS code
UKJ27 - West Sussex (South West)
Internet address(es)
Main address
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA20962
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Supply of an Enterprise Voice and Customer Contact Centre Solution
two.1.2) Main CPV code
- 32524000 - Telecommunications system
two.1.3) Type of contract
Supplies
two.1.4) Short description
Supply, implementation and support of a hosted enterprise voice and customer contact management solution.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKJ27 - West Sussex (South West)
Main site or place of performance
Davison House, Worthing
two.2.4) Description of the procurement
Supply and implementation of services / capabilities covering our enterprise voice and customer contact management, for example;
o Dial-plan management for 100 users of standard telephony services
o ‘Work Anywhere’
o Voicemail
o DDI call routing including interfacing with our SIP services
o IVR for main number and contact centre
o Call handling / routing
o Task management
o Call recording, including PCI / DSS
o Integration with Civica Cx (Housing Management System) and Microsoft O365
o Service reporting
o AI capabilities, for example ‘virtual’ agents
o Omni-channel management
two.2.5) Award criteria
Quality criterion - Name: Functional Requirements - Phase 1 / Weighting: 20
Quality criterion - Name: Functional Requirements - Phase 2 / Weighting: 20
Quality criterion - Name: Non-Functional Requirements / Weighting: 5
Quality criterion - Name: Professional Services / Weighting: 10
Quality criterion - Name: Service & Support / Weighting: 15
Quality criterion - Name: Demonstrations / Weighting: 10
Price - Weighting: 20
two.2.11) Information about options
Options: Yes
Description of options
Phase 2 Requirements as defined in ITT Part Section A2
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
See ITT Documentation
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-000882
Section five. Award of contract
Contract No
N/a
A contract/lot is awarded: No
five.1) Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section six. Complementary information
six.3) Additional information
(MT Ref:228455)
six.4) Procedures for review
six.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
publicprocurementreview@cabinetoffice.gov.uk
Telephone
+44 3450103503
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit