Award

Contact Management Centre

THE GUINNESS PARTNERSHIP LTD

This public procurement record has 3 releases in its history.

Award

08 Mar 2023 at 11:15

Award

21 Sep 2022 at 12:28

Tender

06 May 2022 at 16:37

Summary of the contracting process

The Guinness Partnership Ltd has completed the procurement process for the "Contact Management Centre" project. The buying organisation is seeking providers with experience in Contact Management Centre services, specifically in the Social Housing sector. The procurement method used was selective. The contract has been awarded to 8x8 UK Limited.

This tender provides opportunities for businesses experienced in contact management software services. Companies with expertise in cloud-based contact centre solutions and experience in the Social Housing sector would be well-suited to compete. The tender was in the "Award" stage, and the contract value was £2,373,431.65 GBP.

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Notice Title

Contact Management Centre

Notice Description

As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software. This procurement seeks to engage with providers with exemplary experience within the Contact Management Centre arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).

Lot Information

Asset and Property management Transformational Support Services

Phase 1 * For approx. 400 contact centre colleagues * New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications, * digitalising workflows, workforce optimisation and improving both the customer/agent experience, * creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs * Improving Self Service options, optimising the verification processes * innovative ways to handle 'call overflow' through careful management and consideration is * Better call quality Management * Optimising inbound / outbound calls with intelligent call routing and a blended workforce * New and improved ways of gathering data for intelligent real-time reporting * Integrations into All Pay depending on decision around renewal in Feb 2023 * Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ideally providing a 365 degree view of all omni channels * Dynamic 365 expertise to be provided as part of the project * Seamless connected channels of communication * A singular Managed Service where continuous improvement is shared between both parties Phase 2 * Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn't include upgrading video conferencing capabilities as these will be looked at as part of a separate project * Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365 * Phase 2 doesn't include integration with Zoho or any other CRM legacy systems

Asset and Property Management Support Services

Lot 2 of the framework offers users a route to market for the supply of professional management and support services for the delivery of their housing maintenance activities, housing and property maintenance services, including client-side and DLO operations. This frameworks seeks to offer the benefits of best practice in contract delivery and collaborative working practices for the Guinness Partnership and other framework users. The framework is to operate across the UK and will be open to all UK public sector bodies to access via a Joining Agreement between the Guinness Partnership, the service provider and Pretium Frameworks Ltd, who the Guinness Partnership has appointed to administer the framework on its behalf. Full details of the scope and requirements of the framework and the procurement process, including how to Tender are included within the procurement and Tender documents.

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-033529
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/006712-2023
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Framework
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
Not specified
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

71 - Architectural, construction, engineering and inspection services

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

79 - Business services: law, marketing, consulting, recruitment, printing and security


CPV Codes

48333000 - Contact management software package

71315210 - Building services consultancy services

72224000 - Project management consultancy services

72245000 - Contract systems analysis and programming services

72250000 - System and support services

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79994000 - Contract administration services

Notice Value(s)

Tender Value
£8,000,000 £1M-£10M
Lots Value
£8,000,000 £1M-£10M
Awards Value
Not specified
Contracts Value
£10,373,431 £10M-£100M

Notice Dates

Publication Date
8 Mar 20232 years ago
Submission Deadline
6 Jun 2022Expired
Future Notice Date
Not specified
Award Date
7 Aug 20223 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Contracting Authority (Buyer)

Main Buyer
THE GUINNESS PARTNERSHIP LTD
Contact Name
- Neil Aitken, Ms Sharon Hunt
Contact Email
neil.aitken@guinness.org.uk, sharon@echelonconsultancy.co.uk
Contact Phone
+44 1707339800, +44 2038190076

Buyer Location

Locality
LONDON
Postcode
NW1 3FG
Post Town
North West London
Country
England

Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
Not specified

Local Authority
Camden
Electoral Ward
Regent's Park
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
7
Supplier Names

8X8

ALTAIR CONSULTANCY AND ADVISORY SERVICES

ARK CONSULTANCY

EARL KENDRICK (LONDON

LUMENSOL

RICHARD JACKSON

RIDGE AND PARTNERS

Open Contracting Data Standard (OCDS)

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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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