Tender

AHG_000586 - Contact Centre Technology (CS69)

ANCHOR HANOVER

This public procurement record has 1 release in its history.

Tender

08 Aug 2023 at 12:18

Tender Notice
Summary of the contracting process

The procurement process led by Anchor Hanover is for the acquisition of a modern contact centre technology platform to enhance customer service strategies. The tender, titled "AHG_000586 - Contact Centre Technology (CS69)", falls under the services category with the classification of IP telephone services. The procurement method is a selective restricted procedure, with a tender period ending on 29th September 2023, and a contract period starting on 20th November 2023 until 20th November 2026. The procurement is being carried out in the Bradford area, Yorkshire and the Humber, United Kingdom.

This tender opportunity presents a chance for businesses specialising in telephony, customer service technology, and communication solutions to participate. Small and medium-sized enterprises (SMEs) are specifically encouraged to engage with this opportunity. The tender process involves a two-stage approach consisting of Selection Questionnaire (SQ) and Invitation to Tender (ITT) stages running concurrently, with a subsequent evaluation and presentation/interview phase. Businesses offering innovative multi-channel communication solutions with self-service options and advanced analytics capabilities are well-suited to compete and potentially secure this contract.

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Notice Information

Notice Title

AHG_000586 - Contact Centre Technology (CS69)

Notice Description

Who we are? Anchor are the largest provider of specialist Housing and Care for older people in England. We are run "not-for-profit", with a strong balance sheet. We have over 1,700 sites in England including 120 Care homes. We provide 54,000 older people with homes including over 5,000 people in our residential care properties. We look to the future, with an ambitious plan to build 5,700 new homes over the next 10 years. Contact Centre Technology Project The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor's business needs and is no longer aligned with Anchor's technology strategy. Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking. This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications. Anchor's current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering. Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn't part of this procurement. What We Need? We need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy. Alongside the traditional features of contact centre technology we're also looking for products that offer other wider capabilities such as: * Connecting different channels like messaging, video, and social media * Delivering self-service solutions through chatbots and virtual agents * Analysing conversations to provide useful insights Additional information: The SQ & ITT will run concurrently so bidders will have to complete both stages at the same time. Anchor will score all SQ responses and invite a maximum number of suppliers to ITT stage. Anchor will only score the ITT of those suppliers who are invited from the SQ. There will be a presentation/interview as part of the process. The SQ can be found here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 The ITT can be found here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5c0692dd-c8f1-4a44-a6d5-5570aa87645b
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64215000 - IP telephone services

Notice Value(s)

Tender Value
£1
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
8 Aug 20232 years ago
Submission Deadline
29 Sep 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
20 Nov 2023 - 20 Nov 2026 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ANCHOR HANOVER
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRADFORD
Postcode
BD1 2ST
Post Town
Bradford
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE41 Bradford
Delivery Location
TLE Yorkshire and The Humber
Local Authority
Bradford
Electoral Ward
City
Westminster Constituency
Bradford West

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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