Section one: Contracting authority
one.1) Name and addresses
The Guinness Partnership Ltd
30 Brock Street, Regents Place
London
NW1 3FG
Telephone
+44 7914807910
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
http://www.guinnesspartnership.com/
Buyer's address
http://www.guinnesspartnership.com/
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
https://procontract.due-north.com
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procontract.due-north.com
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
Contact Management Centre
Reference number
DN612881
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software.
This procurement seeks to engage with providers with exemplary experience within the Contact Management Center arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).
two.1.5) Estimated total value
Value excluding VAT: £1,260,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
Phase 1
• For approx. 400 contact centre colleagues
• New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications,
• digitalising workflows, workforce optimisation and improving both the customer/agent experience,
• creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs
• Improving Self Service options, optimising the verification processes
• innovative ways to handle ‘call overflow’ through careful management and consideration is
• Better call quality Management
• Optimising inbound / outbound calls with intelligent call routing and a blended workforce
• New and improved ways of gathering data for intelligent realtime reporting
• Integrations into All Pay depending on decision around renewal in Feb 2023
• Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ieally providing a 365 degree view of all omni channels
• Dynamic 365 expertise to be provided as part of the project
• Seamless connected channels of communication
• A singular Managed Service where continuous improvement is shared between both parties
Phase 2
• Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn’t include upgrading video conferencing capabilities as these will be looked at as part of a separate project
• Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365
• Phase 2 doesn’t include integration with Zoho or any other CRM legacy systems
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
An initial contract term of 60 months with potential to extend by a further 24 months
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 four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted 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
24 June 2022
Local time
5:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
The Guinness Partnership
4th Floor, 30 Brock Street
London
NW1 3FG
Country
United Kingdom