Section one: Contracting authority
one.1) Name and addresses
Warwickshire County Council
Shire Hall,Market Square
WARWICK
CV344RL
procurement@warwickshire.gov.uk
Country
United Kingdom
Region code
UKG13 - Warwickshire
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
Buyer's address
www.warwickshire.gov.uk/procurement
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
Contact Centre Telephony
two.1.2) Main CPV code
- 64000000 - Postal and telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution").
The Solution must include the following core requirements:
- be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required;
- capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs;
- able to fully integrate with Microsoft Teams;
- capable of delivering omnichannel communications including IVR;
- scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users.
The Solution must further allow select Council users to perform day-to-day administration tasks including:
- managing user accounts (where this is not performed through federated ID management);
- recording voice messages;
- editing form options; and
- managing call queues.
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: £755,034.31
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKG - West Midlands (England)
two.2.4) Description of the procurement
Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution").
The Solution must include the following core requirements:
- be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required;
- capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs;
- able to fully integrate with Microsoft Teams;
- capable of delivering omnichannel communications including IVR;
- scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users.
The Solution must further allow select Council users to perform day-to-day administration tasks including:
- managing user accounts (where this is not performed through federated ID management);
- recording voice messages;
- editing form options; and
- managing call queues.
two.2.5) Award criteria
Cost criterion - Name: Solution must be within stipulated financial envelope / Weighting: 100
two.2.11) Information about options
Options: Yes
Description of options
Option of extending by an additional 12 month period
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
- No tenders or no suitable tenders/requests to participate in response to restricted procedure
Explanation:
This contract was awarded under Regulation 32 of the Public Contracts Regulations 2015 following a further competition via CCS Framework RM3808 to which no suitable tenders were received
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
Title
Contact Centre Telephony
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
22 February 2023
five.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Britannic Technologies Ltd
Guildford
GU4 7WA
Country
United Kingdom
NUTS code
- UKJ - South East (England)
Companies House
2097097
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £755,034.31
Section six. Complementary information
six.3) Additional information
This contract was awarded under Regulation 32 of the Public Contracts Regulations 2015 following a further competition conducted via CSS Framework RM3808 to which no suitable tenders were received.
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
London
Country
United Kingdom