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Unified Communications

Hafod Housing Association

This public procurement record has 3 releases in its history.

TenderUpdate

03 Aug 2026 at 14:58

UK4 - Tender Notice
TenderUpdate

06 Jul 2026 at 09:22

UK4 - Tender Notice
Tender

03 Jul 2026 at 13:02

UK4 - Tender Notice
Summary of the contracting process

Hafod Housing Association Limited is procuring a unified communications and omnichannel contact centre service for its digital transformation. The requirement covers the design, implementation and support of a cloud or IP telephony platform, voice call packages, DDI management and collaboration across mobile phones, laptops and tablets using the existing WAN. The service must integrate with Hafod’s Microsoft 365 tenancy and Civica Cx SaaS CRM. Contact centre functions include automated call distribution, intelligent call routing and IVR with speech recognition, reporting, call recording and quality management. The contract also includes supporting hardware, migration and transformation assistance, maintenance and helpdesk support. The work will be delivered in the United Kingdom, for Hafod Housing Association Limited, based in Cardiff.

The process reached tender: Hafod invited offers through an open procedure. Bids were due by 9 September 2026 at 12:00, with the award decision due by 22 September 2026 at 23:59. The contract period is 28 September 2026 to 27 September 2029, with optional extensions of three further two-year periods, allowing a maximum end date of 27 September 2035. The estimated value is £882,000 excluding VAT and £1,058,400 including VAT. Electronic submission in English is allowed. There is one lot, and evaluation is based on quality at 40%, commercial and lifecycle cost at 40%, and supplier presentations at 20%. Payment is due 30 days after receipt of a valid, undisputed invoice. Additional licences, hardware, software modules and configuration services may be purchased during the contract and extensions.

This opportunity suits a communications technology or managed service provider able to design, implement and support secure unified communications and contact centre platforms at organisational scale. Relevant capability includes cloud or IP telephony, DDI, omnichannel contact centre operation, speech-enabled IVR, call recording, reporting, Microsoft 365 and Civica Cx integration, hardware supply, migration from analogue and PSTN/ISDN services, and ongoing support. Suppliers must demonstrate reliable delivery, integration and migration experience, with attention to supply-chain management, telecommunications regulation, data protection and payment-related communications where applicable. The opportunity is identified as suitable for SMEs. Bidders need annual turnover of at least £200,000 in each of the two latest financial years and must provide the corresponding accounts. Required credentials include ISO 27001 or an accepted equivalent, Cyber Essentials or Cyber Essentials Plus, UK GDPR and Data Protection Act compliance, and PCI-DSS where relevant. Successful bidders must also be able to secure specified employer’s, public, product, professional indemnity and cyber insurance cover.

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Notice Information

Notice Title

Unified Communications

Notice Description

Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform. This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure. Key Requirements Include: Core UC Services: Cloud/IP telephony, voice call packages, DDI management, and cross-device collaboration (voice, video, messaging on mobile, laptop, and tablet) utilizing existing WAN. Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM). Contact Centre Functionality: Omnichannel features including Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting tools, and call recording/quality management solutions. Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance. Contract Duration: 3 years initially, with options to extend by up to 3 further periods of 2 years each (2+2+2), up to a maximum total duration of 9 years. Estimated Contract Start Date: 28th September 2026. Terms: Contract will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6). Bidders may submit proposed amendments for consideration.

Lot Information

Lot 1

Options: The contract includes options to purchase additional supporting user licenses, endpoints/hardware, associated software modules, and ad-hoc professional configuration services throughout the duration of the contract and any subsequent extension periods to accommodate changes in organisation headcount or operational structure.

Renewal: contract structure is an initial 3 years plus an optional 2 + 2 + 2 years extension

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06c368
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/073265-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

48 - Software package and information systems

50 - Repair and maintenance services

51 - Installation services (except software)

64 - Postal and telecommunications services

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

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

CPV Codes

32412000 - Communications network

32420000 - Network equipment

48219000 - Miscellaneous networking software package

50334400 - Communications system maintenance services

51300000 - Installation services of communications equipment

64214000 - Dedicated-business telephone network services

72212517 - IT software development services

72253000 - Helpdesk and support services

79512000 - Call centre

Notice Value(s)

Tender Value
£882,000 £500K-£1M
Lots Value
£882,000 £500K-£1M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
3 Aug 20261 months ago
Submission Deadline
9 Sep 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
28 Sep 2026 - 27 Sep 2029 3-4 years
Recurrence
2036-02-27

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Hafod Housing Association
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CARDIFF
Postcode
CF5 6ES
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL52 Cardiff and Vale of Glamorgan
Delivery Location
TLL Wales
Local Authority
Vale of Glamorgan
Electoral Ward
Wenvoe
Westminster Constituency
Vale of Glamorgan

Further Information

Notice Documents

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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