Tender

CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST

LONDON BOROUGH OF WALTHAM FOREST

This public procurement record has 2 releases in its history.

TenderCancellation

11 Oct 2019 at 08:58

Tender Notice
Tender

11 Oct 2019 at 08:14

Tender Notice
Summary of the contracting process

The London Borough of Waltham Forest has initiated a tender for the provision of Voice, Unified Communications, and Contact Centre Selection, with an estimated value of £2,500,000. This procurement, which falls under the telecommunications industry category, is currently in the active stage, with a submission deadline set for 18th November 2019. The contract is scheduled to commence on 1st February 2020 and will run for four years until 31st January 2024, with an option for a two-year extension, potentially concluding on 31st January 2026. Interested parties can submit their tenders through an open procurement method, which allows any qualified organisation to apply.

This tender offers significant opportunities for businesses specialising in telecommunications, software development, and customer service technologies. Companies that excel in providing integrated communication solutions, voice recognition software, and automation technologies would be particularly well-suited to compete. Small and medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, thereby promoting innovation and diversity in service delivery to enhance the customer experience for the London Borough of Waltham Forest.

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Notice Information

Notice Title

CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST

Notice 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 Communications and Contact Centre Selection in the London Borough of Waltham Forest ("the Contract"). The Contract will commence on 1st February 2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31st January 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 31st January 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, Provide a phone system that allows seamless switch between chat, text, IM, email, voice and web forms as well as the basic functionality for making calls across unified communications channel. b, Provide a contact centre system that supports the management of a call centre and allows processes to be built 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 Town Hall Campus programme, including making and receiving council calls on laptops and mobile and significantly improved collaborative voice and video calling

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/308f5f79-bc62-4be1-a1f9-17c098a15656
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

32000000 - Radio, television, communication, telecommunication and related equipment

48314000 - Voice recognition software package

48512000 - Interactive voice response software package

72212314 - Voice recognition software development services

72212512 - Interactive voice response software development services

Notice Value(s)

Tender Value
£2,500,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Oct 20196 years ago
Submission Deadline
18 Nov 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Feb 2020 - 31 Jan 2024 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Cancelled
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON BOROUGH OF WALTHAM FOREST
Contact Name
Rasheed Quadri
Contact Email
rasheed.quadri@walthamforest.gov.uk
Contact Phone
+44 2084963000

Buyer Location

Locality
LONDON
Postcode
E17 4JF
Post Town
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)
TLI53 Redbridge and Waltham Forest
Delivery Location
TLI London
Local Authority
Waltham Forest
Electoral Ward
Chapel End
Westminster Constituency
Walthamstow

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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