Section one: Contracting authority
one.1) Name and addresses
PORTSMOUTH CITY COUNCIL
City Council
Portsmouth
PO12BG
Contact
Procurement Service
procurement@portsmouthcc.gov.uk
Telephone
+44 2392688235
Country
United Kingdom
NUTS code
UKJ31 - Portsmouth
Internet address(es)
Main address
https://in-tendhost.co.uk/portsmouthcc/aspx/home
Buyer's address
https://in-tendhost.co.uk/portsmouthcc/aspx/home
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/portsmouthcc/aspx/home
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://in-tendhost.co.uk/portsmouthcc/aspx/home
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
https://in-tendhost.co.uk/portsmouthcc/aspx/home
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Omni-Channel Contact Centre Solution
Reference number
P00004646
two.1.2) Main CPV code
- 48510000 - Communication software package
two.1.3) Type of contract
Supplies
two.1.4) Short description
Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.
The solution must be a certified Microsoft Teams solution for contact centres.
The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback.
The Council is targeting contract commencement from end August 2022 however the very latest date for the supplier to fully implement a working solution to replace the current voice contact centre platform is end November 2022
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32500000 - Telecommunications equipment and supplies
- 48445000 - Customer Relation Management software package
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKJ31 - Portsmouth
two.2.4) Description of the procurement
Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.
The following list is a high-level description as to what the Council expects to be included. Further information on requirements can be found within the tender documentation
• Agent Channels
• Voice
• Web Chat
• SMS
• Viber
• TrustPilot
Capacity
• No Maximum number of calls in IVR
• No Maximum Queue Capacity
• No Maximum Number of Agents
• No Maximum Number of Licences
Agent Capabilities
• Handle any communication from one interface
• WebRTC Softphone capability
• Agent IM
• Agent Video
• CRM Screenpops
• Wrap Codes
• Corporate Directory
• Omni-Channel Contact History
• Voicemail
Supervisor Capabilities
• Same as Agent Capabilities plus:
• Listen In
• Whisper to Agent
• Barge In
• Authorise text-based communication from Agent
• Broadcast to Agents
• Monitor Agents
• View Real-Time and Historical Reports
• Threshold Alerts
• Access to Agent Recordings
• Change Agent States
Admin Capabilities
• Number and Access Point Management
• Configure Auto-Attendants
• Create Users
• Configure User functionality
• Create Extensions
• Create Agent Groups
• Create blended Queues
• Create Queue Groups
• Create Wrap Codes
• Bulk Download / Upload User profiles
• Configure ACD and Skills-Based Routing
Call Routing Configuration
• Module Can be assigned to an Admin or Supervisor User
• Drag and Drop Service Creation Tool
• Design IVR
• Omni-Channel Scripts
• Integrate with other systems to personalise journeys
• Integrate with other systems to enable self-service
• Nudge callers to alternative channels through SMS links
• Capture Data in the IVR via DTMF, Voice Rec or NLP
• String Manipulation
• Incorporate AI technologies in IVR e.g., Natural Language
Processing
• Text to Speech
• Time of Day Scheduling
• Customer Journey Tracking
• Build CSAT Surveys
Reporting
• Module Can be assigned to an Admin or Supervisor User
• Create Real-Time Reports
• Create Historical Reports
• Create Wallboards
• Display data in a variety of graphical formats e.g., Bar Chart,
Line etc
• Share Reports with other users
• Schedule Reports via FTP, SFTP and Email
• Download Reports in .CSV and PDF
• Create Threshold Alerts
• Pull data from Service Scripts
Call and Screen Recording
• Module Can be assigned to an Admin or Supervisor User
• Agent Call Recording
• Agent Screen Recording
• Bespoke Scorecards
• Automatic Recording Categorisation
• Automatic Flagging of Recordings
• Slow / speed up playback of recording with pitch equalisation
• Stereo recording (separate agent and customer voice channel)
• View and bookmark sections of the recording waveform
• Report on scored recordings
• Transcription
• Sentiment Analysis
Integrations
• API documentation for integration
• Office 365
• MS Teams
• MS Dynamics CRM
• Salesforce CRM (SFDC)
• Outlook
• Skype For Business
• Ability to integrate with others as required
Customer Relationship Management (CRM)
• Fully integrated Customer Knowledge System
• Bespoke and highly configurable fields
• 360-degree view of the customer over all channels
• Customer journey tracking
• Screenpop records on incoming communication
• Pull CKS data into routing scripts and reports
• Store transcripts and recordings
Knowledge Management
• Fully Integrated Knowledge Management Solution
• Automatic Next Best Action suggestions
• Decision Tree formatting of Data
PCI Compliant Payments
• Automated Payments configurable via a scripting tool
• Agent-assisted payments
• Level 1 PCI-DSS compliant
• Agent not exposed to sensitive card details
• Recordings not exposed to sensitive card details
• Calls can still be recorded
• Take payments from anywhere whilst retaining compliance
Data Management
• Module Can be assigned to an Admin or Supervisor User
• Import data into the contact centre
• Use imported data for reporting, routing, dialler campaigns,
etc
• View Tables
• Create Tables
• Table Views
• Create Table Views
• Table Queries
Artificial Intelligence
• Integrate best-in-breed AI technologies
• Speech Recognition
• Natural Language Processing
• Chatbot (voice, web chat, social media)
• Image recognition
Monitoring capability
• Preview, Progressive and Predictive
• Import your data into tables
• Create Table views to design campaign logic
• Create Pacing Profiles
• Create Retry Profiles
• Monitor progress of campaigns
• Schedule Campaigns
• Report on results
• Blend Inbound and Outbound activity
• Forecasting and Planning
• Schedule Management
• Adherence
• Reporting and Analysis
• Alerting
On-Demand Video
• Send an SMS / Email link to initiate video
• Upload a file / image
• Fully integrated with agent interface
• No app download required
• No Scheduling required
Call Costs
• No internal "transfer" costs
• Clear understanding of additional costs if applicable (Hidden
costs)
The procurement process followed to establish the contract will be in accordance with the Open Procedure as set out within the Public Contracts Regulations (2015).
The procurement procedure will be run in accordance with the following summary programme:
Deadline for requests for clarification 4th March 2022
Tender return deadline 21st March 2022
Evaluation period - 21st March to 22nd April (to include interviews if required)
Standstill period - from 22nd April 2022 to 2nd May 2022
Award contract - 3rd May 2022
Mobilisation period - 3rd May to 31st August 2022
Contract start date - 31st August 2022
Application is via submission of completed tender by 21st March 2022 12:00 via the Council's e-sourcing system InTend which is accessible via: https://in-tendhost.co.uk/portsmouthcc/aspx/home. The system will be used to administrate the procurement process.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £990,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
The initial term of the contract will be for three years. The contract may be extended at the option of the Council to a maximum total term of five years, in increments to be agreed.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
The initial term of the contract will be for three years. The contract may be extended at the option of the Council to a maximum total term of five years, in increments to be agreed.
two.2.14) Additional information
Contract value: The Council estimates the total value of the contact over the potential five year term could range from £443k based upon current customer numbers to £990k. The potential values are non-binding and could be exceeded in the event of a significant growth in requirements above and beyond current projections.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
The solution must be a certified Microsoft Teams solution for contact centres.
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
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: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
21 March 2022
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 4 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
21 March 2022
Local time
12:01pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: If the contract is awarded and no extension options are taken up a further notice is likely to be published in early 2025. This will be dependent on the nature of future requirements and the need for a new contract.
six.4) Procedures for review
six.4.1) Review body
The High Court of Justice
The Strand
London
WCA 2LL
Telephone
+44 2079476000
Country
United Kingdom