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Notice Summary

Title:
UK-Cardiff: Enhancement to current telephone system
Document Ref:
GB003M95519
Document Type:
Contract Notice - Open Procedure
Published By:
Social Care Wales
Date Published:
10 September 2019
Deadline Date:
01 October 2019
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:

Notice Abstract

Background Background information on the work Social Care Wales can be found on our website https://socialcare.wales/about. Over the next few years there will be an increase in the number of customers who will be contacting us to support them in their work. Currently we use a bespoke Customer Relationship / Records Management (Dynamics 365 CRM) database with SharePoint to manage how we work and interact with our customers. Over the next 5 years our customer base will grow from 15,000 to nearly 50,000 people. This specification describes what is required in a new phone system which will - support our customers in receiving high quality customer service - enable us to manage the increase in the volume of calls so that it is a more streamlined - provide us with data to improve on how we deliver customer service Aims and objectives The overall aim is to improve the call handling, monitoring and recording of our phone system. We are not looking to change our current telephone systems hardware / software so therefore the new system must fully integrate with Skype for Business to give us cost effective customer contact centre functionality. It is a requirement that the phone system will also integrate with our CRM in order to provide a seamless end-to-end operational system. See Specification for more information NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=95519. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

Notice Details

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address

Social Care Wales
South Gate House, Wood Street,
Cardiff CF10 1EW UK
Bethan Roberts/ Lowri Cousins +44 3003033444
http://www.socialcare.waleshttp://www.sell2wales.gov.waleshttp://www.sell2wales.gov.wales

1.2

Address from which documentation may be obtained

Social Care Wales
UK

1.3

Completed documents must be returned to:

Social Care Wales
UK

2 Contract Details

2.1

Title

Enhancement to current telephone system

2.2

Description of the goods or services required

Background

Background information on the work Social Care Wales can be found on our website https://socialcare.wales/about.

Over the next few years there will be an increase in the number of customers who will be contacting us to support them in their work.

Currently we use a bespoke Customer Relationship / Records Management (Dynamics 365 CRM) database with SharePoint to manage how we work and interact with our customers. Over the next 5 years our customer base will grow from 15,000 to nearly 50,000 people.

This specification describes what is required in a new phone system which will

- support our customers in receiving high quality customer service

- enable us to manage the increase in the volume of calls so that it is a more streamlined

- provide us with data to improve on how we deliver customer service

Aims and objectives

The overall aim is to improve the call handling, monitoring and recording of our phone system. We are not looking to change our current telephone systems hardware / software so therefore the new system must fully integrate with Skype for Business to give us cost effective customer contact centre functionality.

It is a requirement that the phone system will also integrate with our CRM in order to provide a seamless end-to-end operational system.

See Specification for more information

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=95519.

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

2.3

Notice Coding and Classification

32551400 Telephone network
48510000 Communication software package
48517000 IT software package
72212517 IT software development services
72230000 Custom software development services
72261000 Software support services
72268000 Software supply services
79511000 Telephone operator services
1000 WALES
1010 West Wales and The Valleys
1011 Isle of Anglesey
1012 Gwynedd
1013 Conwy and Denbighshire
1014 South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1015 Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1017 Bridgend and Neath Port Talbot
1018 Swansea
1020 East Wales
1021 Monmouthshire and Newport
1022 Cardiff and Vale of Glamorgan
1023 Flintshire and Wrexham
1024 Powys

2.4

Total quantity or scope of tender

Budget:

There is a set budget of £50,000 (inclusive of any applicable VAT) for this project based on prior market intelligence research. Those submitting tenders are asked to submit costs including expenses and VAT.

The cost for first year of system maintenance will be drawn down from the above allocated budget. Costs for years 2 and 3 will be drawn down from separate budgets.

Length of contract:

The contract will run initially until November 2019 with maintenance support required for a further initial 3 years.

3 Conditions for Participation

3.1

Minimum standards and qualification required

To achieve our objectives the following requirements, need to be met:

~ Fully integrate with Skype for Business - Essential

~ Reception attendant - Essential

~ IVR and skill-based routing - Essential

~ Full integration with our CRM - Essential

~ Ability to produce flexible reports on telephone statistics, options to include – language choice, number of calls, average call duration, per user, call waiting, bounce rate - Essential

~ Ability to record calls - Essential

~Ability to add call messages at different times. For example, “our online system is unavailable”, or “did you know how you can do this online?” - Essential

~ Ability to queue calls. If our small enquiries team are all on a call, a message “you are x in the queue” and it only bounces to other teams after x minutes - Essential

~ Ability to monitor the queue to check for backlogs ~ Essential

~ Ability to re-assign the calls - Essential

~ Ability to monitor length of current calls, calls answered by user within a particular time/date range - Essential

~ Ability for Supervisor listening - Essential

~ Everyone in the team being able to pick up any calls from their desk - Essential

~ Compliant with the Data Protection Act 2018 and GDPR, which includes the ability to pause, stop and resume call recording - Essential

~ Compliant with the requirements of the Welsh Language Standards and our bilingual service provision - Essential

~ Ability to add call notes for general queries (queries which don’t need to be added to our CRM system) - Desirable

~ Automated payments line – people can call an automated line to pay a fee - Desirable

~ Webchat - Desirable

4 Administrative Information

4.1

Type of Procedure

Single stage - Any candidate may submit a tender.

4.2

Reference number attributed to the notice by the contracting authority

N/a

4.3

Time Limits

Time-limit for receipt of completed tenders     01-10-2019  Time  13:00Estimated award date 18-10-2019

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

Cymraeg/ Welsh

4.6

Tender Submission Postbox

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx

5 Other Information

5.1

Additional Information

(WA Ref:95519)

The buyer considers that this contract is suitable for consortia bidding.

5.2

Additional Documentation

Response Document
Manyleb
Dogfen Ymateb
Social Care Wales Tone of Voice guide
Social Care Wales Brand Guidelines
Specification

5.3

Publication date of this notice

 10-09-2019

Current Notes