Section one: Contracting authority
one.1) Name and addresses
Anchor Hanover Group
Bradford
BD1 2ST
Contact
Alex Holdsworth
Country
United Kingdom
NUTS code
UKE41 - Bradford
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
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
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
AHG_000586 - Contact Centre Technology (CS69)
two.1.2) Main CPV code
- 64215000 - IP telephone services
two.1.3) Type of contract
Services
two.1.4) Short description
We need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy.
Alongside the traditional features of contact centre technology we?re also looking for products that offer other wider capabilities such as:
? Connecting different channels like messaging, video, and social media
? Delivering self-service solutions through chatbots and virtual agents
? Analysing conversations to provide useful insights
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
- UKE41 - Bradford
two.2.4) Description of the procurement
The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor?s business needs and is no longer aligned with Anchor?s technology strategy.
Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking.
This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications.
Anchor?s current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering.
Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn?t part of this procurement.
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: £1
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
8 August 2023
This contract is subject to renewal
Yes
Description of renewals
3 year initial period with 1+1 year extension available
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
We are open to more than one proposal per bid if different technology platforms are available.
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
three.2) Conditions related to the contract
three.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
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
29 September 2023
Local time
11:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
8 August 2023
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.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
The SQ & ITT will run concurrently so bidders will have to complete both stages at the same time.
Anchor will score all SQ responses and invite a maximum number of suppliers to ITT stage.
Anchor will only score the ITT of those suppliers who are invited from the SQ.
There will be a presentation/interview as part of the process.
The SQ can be accessed here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301
The ITT can be accessed here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302
six.4) Procedures for review
six.4.1) Review body
Leeds Combined Court Centre
1 Oxford Row
Leeds
LS1 3BG
Country
United Kingdom