Section one: Contracting authority
one.1) Name and addresses
Southway Housing Trust
Southern Gate, 729 Princess Road
Didsbury
M20 2LT
Contact
Chris Shaw
Telephone
+44 7722067596
Country
United Kingdom
NUTS code
UKD33 - Manchester
Internet address(es)
Main address
https://www.southwayhousing.co.uk/
Buyer's address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/tenders/UK-UK-Didsbury:-Telecommunications-services./A4K9ZKR3DK
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Registered Society under the Co-operative and Community Benefit Societies Act 2014
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Cloud Unified Communications Solution (UCaaS)
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Southway’s current Cisco HCS Telephony, Contact Centre, Enghouse Call Recording, Wallboard, and Call Reporting systems are due for renewal.
The objective of this procurement is to identify a supplier of a Cloud provided, device agnostic Telephony, Omni-Channel Contact Centre, Call Recording, Wallboard, Call Reporting solution that is fully integrated with Southway’s Office 365 platform which is licensed on Microsoft 365 E3.
The replacement solution needs to support a minimum number of 235 users including 30 Contact Centre Staff but must be scalable by 20% at the same unit cost.
The proposed solution needs to be delivered by the 1st October 2022 ready for go live no later than the 31st October 2022.
NOTE: Value of the Procurement is unknown at this stage.
two.1.5) Estimated total value
Value excluding VAT: £1
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKD3 - Greater Manchester
Main site or place of performance
Greater Manchester
two.2.4) Description of the procurement
The key requirements for the replacement solution are:
- A Cloud delivered Unified Telephony and Contact Centre solution which can be used from any location using any device i.e. That is: any Southway office, staff members home and even when working as a mobile user.
- Contact Centre solution which provides omni-channel options e.g. voice, email, web chat, conversational chatbot, social media (Facebook, WhatsApp) and messaging integration using any form of these communications for inbound and outbound contacts.
- PCI DSS compliant call recording solution which can (if required) either automatically pauses and then starts call recordings or hands off the payment transaction to payment process that uses DTMF tones. Note: Southway’s payment system is AllPay.
- A Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must be intelligent and use AI and Machine Learning to evaluate the calls, score the calls (using sentiment analysis) and escalate any of the flagged calls for review.
- All components of the proposed solution must be resiliently provisioned and have no single points of failure.
- The solution needs to easily accommodate growth and contraction of users across Southway, the licensing model needs to allow for this.
- The current range of Non-Geographical Numbers (NGN’s) and DDI’s will need to be transferred over to the proposed solution.
- Full Training for end users, contact centre users, supervisors and IT is required.
- Billing should be simplified to a monthly retrospective billing cycle and broken down to the respective parts, each bill should be downloadable from a portal and or emailed to designated Southway staff.
- Southway’s existing Telephony & Contact Centre solution goes out of contract on the 30th October 2022; therefore your proposed solution must be fully implemented and operational by 1st October 2022.
two.2.5) Award criteria
Quality criterion - Name: Qualitative Assessment of the Suppliers Response / Weighting: 60
Cost criterion - Name: Total Cost of the Solution projected over 5 years. / Weighting: 40
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
42
This contract is subject to renewal
Yes
Description of renewals
The contract will be for initially 3 years with a possible extension of 2 years in 12-month increments.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
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: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
4 April 2022
Local time
10:00am
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: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
4 April 2022
Local time
10:00am
Place
Virtually
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Didsbury:-Telecommunications-services./A4K9ZKR3DK
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/A4K9ZKR3DK
GO Reference: GO-202234-PRO-19738167
six.4) Procedures for review
six.4.1) Review body
Southway Housing Trust
Southern Gate, 729 Princess Road
Didsbury
M20 2LT
Country
United Kingdom