Notice Information
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 ServicesLot 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.
Notice Details
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
Buyer & Supplier
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
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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