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Notice Summary

Title:
United Kingdom-Walthamstow: Voice, Unified Comms and Contact Centre Selection
Document Ref:
483801-2019
Document Type:
Contract Notice - Open Procedure
Published By:
London Borough of Waltham Forest
Date Published:
15 October 2019
Deadline Date:
18 November 2019
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:

Notice Abstract

The Council of the London Borough of Waltham Forest (‘the Authority’) invites suitably qualified and experienced organisations to tender for the contract for the provision of voice, unified comms and contact centre selection in the London Borough of Waltham Forest (‘the Contract’).The contract will commence on 1.2.2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31.1.2024 with an option to extend for further (2) years which end (‘the contract period’). At the sole discretion of the authority and subject to the satisfactory performance of the provider the contract period may be extended for up to two (2) years (in such period or periods as the authority deems appropriate) providing a total possible contract period to midnight on 31.1.2026.

Notice Details

Contract notice

Directive 2014/24/EU - Public Sector Directive

Directive 2014/24/EU

Section I: Contracting Change entity

I.1) Name and addresses

London Borough of Waltham Forest

Waltham Forest Town Hall, 701 Forest Road

Walthamstow

E17 4JF

UK

Contact person: Mr Rasheed Quadri

Telephone: +44 2084963466

E-mail: rasheed.quadri@walthamforest.gov.uk

NUTS: UKI53

Internet address(es)

Main address: http://www.walthamforest.gov.uk/

Address of the buyer profile: http://www.walthamforest.gov.uk/

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

https://procontract.due-north.com


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent electronically to:

https://procontract.due-north.com


I.4) Type of the contracting authority

Regional or local authority

I.5) Main activity

General public services

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Contract for the Provision of Voice, Unified Comms and Contact Centre Selection in the London Borough of Waltham Forest

Reference number: DN439453

II.1.2) Main CPV code

51340000

 

II.1.3) Type of contract

Services

II.1.4) Short description

The Council of the London Borough of Waltham Forest (‘the Authority’) invites suitably qualified and experienced organisations to tender for the contract for the provision of voice, unified comms and contact centre selection in the London Borough of Waltham Forest (‘the Contract’).

The contract will commence on 1.2.2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31.1.2024 with an option to extend for further (2) years which end (‘the contract period’). At the sole discretion of the authority and subject to the satisfactory performance of the provider the contract period may be extended for up to two (2) years (in such period or periods as the authority deems appropriate) providing a total possible contract period to midnight on 31.1.2026.

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

32000000

32342440

32342450

48314000

48500000

72212314

72212512

II.2.3) Place of performance

NUTS code:

UKI53

II.2.4) Description of the procurement

The Council of the London Borough of Waltham Forest (‘the Authority’) invites suitably qualified and experienced organisations to Tender for the contract for the provision of voice, unified comms and contact centre selection in the London Borough of Waltham Forest (‘the Contract’).

The contract will commence on 1.2.2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31.1.2024 with an option to extend for further (2) years which end (‘the contract period’). At the sole discretion of the authority and subject to the satisfactory performance of the provider the contract period may be extended for up to two (2) years (in such period or periods as the authority deems appropriate) providing a total possible contract period to midnight on 31.1.2026.

Although this solution will provide new telephony, modern cloud systems are centred around interacting with customers across different channels easily. This means our objectives are:

A. Seamlessly switch between chat, text, IM, email, voice and web forms;

B. Build a process once and publish in any channel;

C. Utilise natural language processing to improve experiences – for example recognising sentiment or key words to help route calls;

D. Continuously build knowledge base capacity for responding to simple queries with a voice bot;

E. Automate processes, for example delivering end to end through improved voice recognition. Replace current ‘Hunt Groups’ with intelligent routing;

F. Increasing collaboration and mobility supporting the TH Campus programme, including making and receiving Council calls on laptops and mobile and significantly improved collaborative voice and video calling.

II.2.5) Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Start: 01/02/2020

End: 31/01/2024

This contract is subject to renewal: Yes

Description of renewals:

Possibility of 2 years extension depending on supplier's performance.

II.2.9) Information about the limits on the number of candidates to be invited

II.2.10) Information about variants

Variants will be accepted: No

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

IV.2.2) Time limit for receipt of tenders or requests to participate

Date: 18/11/2019

Local time: 12:00

IV.2.4) Languages in which tenders or requests to participate may be submitted

EN

IV.2.7) Conditions for opening of tenders

Date: 18/11/2019

Local time: 12:00

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.4) Procedures for review

VI.4.1) Review body

London Borough of Waltham Forest

Forest Road

Walthamstow

E17 4JF

UK

E-mail: Rasheed.quadri@walthamforest.gov.uk

VI.5) Date of dispatch of this notice

11/10/2019

Current Notes