Planning

Interactive Voice Response and Self-serve Telephony

TRANSPORT FOR LONDON

This public procurement record has 1 release in its history.

Planning

30 Jan 2018 at 15:49

Market Engagement Notice
Summary of the contracting process

The procurement process, led by Transport for London (TfL), is currently in the planning stage for a project titled "Interactive Voice Response and Self-serve Telephony." This initiative falls under the category of shared-business telephone network services and is located in the United Kingdom. Key dates include an engagement end date set for 30 April 2018, with the intention to establish a new contract by approximately October 2018, following the expiration of the current contract in June 2019. The procurement method involves a tender process aimed at soliciting expressions of interest from suppliers.

This opportunity for businesses to engage with TfL has the potential for significant growth, particularly for companies specialising in IVR and self-service telephony technologies. Organisations that can demonstrate experience with third-party integrations and those capable of delivering robust monitoring and compliance solutions will be well-positioned to compete. Additionally, businesses offering innovations that can enhance user experience and efficiency in contact centre operations will find this tender particularly relevant.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Interactive Voice Response and Self-serve Telephony

Notice Description

TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST). TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups. Additional information: - Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps. - Numerous environments to allow change management. - Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period. - Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99.5% across technology. Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64213000 - Shared-business telephone network services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
30 Jan 20188 years ago
Submission Deadline
Not specified
Future Notice Date
30 Apr 2018Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
TRANSPORT FOR LONDON
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE10 0ES
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI5 Outer London - East and North East
Small Region (ITL 3)
TLI51 Bexley and Greenwich
Delivery Location
Not specified
Local Authority
Greenwich
Electoral Ward
Greenwich Peninsula
Westminster Constituency
Greenwich and Woolwich

Further Information

Notice Documents

Notice URLs

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03-2018-01-30T15:49:17Z",
    "date": "2018-01-30T15:49:17Z",
    "ocid": "ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03",
    "language": "en",
    "initiationType": "tender",
    "title": "Interactive Voice Response and Self-serve Telephony",
    "planning": {
        "milestones": [
            {
                "id": "1",
                "title": "Engagement end date",
                "type": "engagement",
                "dueDate": "2018-04-30T23:59:59+01:00"
            }
        ],
        "documents": [
            {
                "id": "1",
                "documentType": "marketEngagementNotice",
                "description": "Early engagement notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f",
                "datePublished": "2018-01-30T15:49:17Z",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "tender": {
        "id": "TFL001-DN319704-08521185",
        "title": "Interactive Voice Response and Self-serve Telephony",
        "description": "TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST). TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups. Additional information: - Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps. - Numerous environments to allow change management. - Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period. - Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99.5% across technology. Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks",
        "status": "planning",
        "classification": {
            "scheme": "CPV",
            "id": "64213000",
            "description": "Shared-business telephone network services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "British Oversea Territories"
                    },
                    {
                        "countryName": "Channel Islands"
                    },
                    {
                        "countryName": "Europe"
                    },
                    {
                        "countryName": "Isle of Man"
                    },
                    {
                        "countryName": "Rest of the World"
                    },
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "suitability": {
            "sme": false,
            "vcse": false
        }
    },
    "parties": [
        {
            "id": "GB-CFS-77697",
            "name": "Transport for London",
            "identifier": {
                "legalName": "Transport for London"
            },
            "address": {
                "streetAddress": "14 Pier Walk",
                "locality": "London",
                "postalCode": "SE10 0ES",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Andrew Walsh",
                "email": "andrewwalsh@tfl.gov.uk",
                "telephone": "+44 2030547710"
            },
            "details": {
                "url": "https://tfl.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-77697",
        "name": "Transport for London"
    }
}