Award

ACAS ACD and WFM Replacement

UK SHARED BUSINESS SERVICES LIMITED

This public procurement record has 1 release in its history.

Award

04 Nov 2019 at 16:25

Award Notice
Summary of the contracting process

The procurement process for the "ACAS ACD and WFM Replacement" tender has been completed, with the award being made by UK Shared Business Services Limited. This project, classified under the public-telephone services industry category, is based in Swindon, England. The contract has been awarded to Atos IT Services UK Limited for a total value of £2,000,000, including an initial three-year period starting from 26th July 2019, with the potential for a two-year extension. The procurement method followed was a selective approach via a call-off from the CCS RM1045 Network Services framework.

This tender offers significant opportunities for businesses specialising in workforce management systems, automated call distribution, and related reporting solutions. Companies that can effectively integrate their services with existing client systems, and those experienced in providing ongoing support and training will be particularly competitive. Given the value of the contract and the focus on enhancing customer service capabilities at ACAS, small and medium-sized enterprises as well as voluntary, community, and social enterprises are encouraged to explore similar contracts to support their growth.

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Notice Information

Notice Title

ACAS ACD and WFM Replacement

Notice Description

***Please note this is an award notice not a call for competition*** Advisory, Conciliation and Arbitration Services (ACAS) currently utilities an Automatic Call Distribution (ACD) and Workforce Management (WFM) tools. There tools are used by "Helpline" and also support a number of other business functions and are critical to ACAS delivering excellent customer service. This contract is for a supplier to provide the following: a. Workforce Management A high availability solution which meets the working patterns and reporting requirements of the ACAS users and one which integrates with the Suppliers ACD and the Customers CRM, WAN and third-party telephony services. The solution will also allow authorised ACAS users to manage working patterns, generate working schedules and manage advisor availability. b. Automated Call Distribution An intelligent call routing system which routes callers through an Interactive Voice Response to an ACAS advisor. c. Reporting A solution which allows ACAS users to make available MI and to generate reports from which ACAS can optimise the availability and capacity of their citizen facing services. d. Test and Transition The Supplier will provide training on their solution to ACAS. The Supplier will also support test activities and transition from the outgoing service providers services to the replacement solution in accordance with the Customers Milestones. e. Compatibility The Supplier will be responsible for maintaining compatibility of their solution components for the life of the contract. They will also be responsible for the integration of the Supplier System with Customer Systems where the Customer provides the interface document. f. Service Level Management Service level management will be a key part of ensuring an ongoing and successful standard of service performance under the Contract. The performance of selected requirements will be subject to service measurements and service levels, some of which will attract service credits, which will be weighted. The Supplier will also participate in Customer led service and contract reviews. This contract has been awarded following a further competition against CCS RM1045 Network Services framework Lot 5. The contract is for an initial 3 year period and has the option to extend for a further 2 years on an annual basis. The value of the initial 3 year period is PS1,200,000.00 ex VAT. The value for the optional extension shall not exceed PS400,000.00 ex VAT per annum.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0a0fa164-8bd8-4b2a-a44a-b3ec5197a894
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64211000 - Public-telephone services

64214000 - Dedicated-business telephone network services

Notice Value(s)

Tender Value
£2,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
£2,000,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
4 Nov 20196 years ago
Submission Deadline
6 Jun 2019Expired
Future Notice Date
Not specified
Award Date
21 Jul 20196 years ago
Contract Period
25 Jul 2019 - 25 Jul 2024 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
UK SHARED BUSINESS SERVICES LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SWINDON
Postcode
SN2 1FL
Post Town
Swindon
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK7 Gloucestershire and Wiltshire
Small Region (ITL 3)
TLK71 Swindon
Delivery Location
Not specified
Local Authority
Swindon
Electoral Ward
Rodbourne Cheney
Westminster Constituency
Swindon North

Supplier Information

Number of Suppliers
1
Supplier Name

ATOS IT SERVICES

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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. 

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