Section one: Contracting authority
one.1) Name and addresses
Financial Services Compensation Scheme
Beaufort House, 15 St. Botolph Street
London
EC3A 7QU
Contact
Chris Sutherland
Telephone
+44 2073758194
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main 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-London:-Telecommunications-services./ZR558J42H6
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://www.delta-esourcing.com/tenders/UK-UK-London:-Telecommunications-services./ZR558J42H6
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Telephone Cloud Service Solution
Reference number
FSCS429
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
FSCS is seeking to appoint a single Service Provider for a new Telephone Cloud Service Solution, this will cover licences, implementation, and support & maintenance. This will be a service procured on a subscription-based model.
two.1.5) Estimated total value
Value excluding VAT: £1,050,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 64200000 - Telecommunications services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
FSCS would like to procure a supplier that is able to consolidate their telephony landscape and give FSCS a more effective way of managing these services. FSCS also want to tap into this supplier’s experience and use this relationship to advise on (and provide access to) new telephony and contact management technology.
This includes bringing together core telephony needs such as calls, recording and routing, but extends to future needs around integration and analytics. The objectives of the service are:
•FSCS telephony users to be able to make outbound calls, receive inbound calls and make internal calls, put calls on hold, consult with colleagues, forward calls to internal and external destinations, and receive voicemails.
•FSCS operational managers to be able to listen to calls and provide in-call advice to the call handler.
•Record, retrieve and replay appropriate classes of calls.
•Support multiple devices, including hard phones, turrets, soft phones and mobiles.
•FSCS telephony users to be able to make and receive calls via FSCS' Microsoft Teams
The Foundation Services
These services are mandatory and will need to be provisioned from the start of the service. They are critical to the functioning of FSCS.
* Core Telephony Requirements
* Non-Geographic Telephone Numbers
* Voicemail
* Agent Call Groups
* Interactive Voice Response
* Call Recording
The Future Services
The following Services are those which the Service Provider must be able to supply at a future date to be determined by FSCS. The solution provided must be inherently capable of supporting these capabilities (by expansion if necessary), although they are not immediately required.
* Interaction Management
* Customer Relationship Management (CRM) Integration
* Interaction Analysis
* IVR Natural Language Processing & Conversational AI
* Contact Centre
The specification in the procurement documents contains the full details of the requirements on what is mandatory and what is desirable for each service
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: £1,050,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
This includes the option to extend annually for up-to five years. Therefore the contract duration is 2 years + 1 + 1+ 1 + 1+ 1
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
two.2.14) Additional information
The estimated contract value includes initial term of 2 years with the option to extend annually for up-to five years.
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: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
26 September 2022
Local time
2:00pm
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: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
26 September 2022
Local time
2:00pm
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-London:-Telecommunications-services./ZR558J42H6
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/ZR558J42H6
GO Reference: GO-2022826-PRO-20857493
six.4) Procedures for review
six.4.1) Review body
The Royal Court of Justice
The Strand
London
Country
United Kingdom