Unified Communications

{
    "tag": [
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    "id": "ocds-h6vhtk-06c368-2026-07-06T09:22:56+01:00",
    "date": "2026-07-06T09:22:56+01:00",
    "ocid": "ocds-h6vhtk-06c368",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-IP18766R",
            "name": "HAFOD HOUSING ASSOCIATION LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "IP18766R"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PRWR-9213-TBWM"
                }
            ],
            "address": {
                "streetAddress": "St Hilary Court,",
                "locality": "Cardiff",
                "postalCode": "CF5 6ES",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKL22"
            },
            "contactPoint": {
                "email": "procurement@hafod.org.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.hafod.org.uk/",
                "classifications": [
                    {
                        "id": "publicAuthoritySubCentralGovernment",
                        "scheme": "UK_CA_TYPE",
                        "description": "Public authority - sub-central government"
                    },
                    {
                        "id": "GB-WLS",
                        "scheme": "UK_CA_DEVOLVED_REGULATIONS",
                        "description": "Welsh devolved regulations apply"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "id": "GB-COH-IP18766R",
        "name": "HAFOD HOUSING ASSOCIATION LIMITED"
    },
    "tender": {
        "id": "2026H000002.00",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Unified Communications",
        "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.",
        "status": "active",
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "32412000",
                        "description": "Communications network"
                    },
                    {
                        "scheme": "CPV",
                        "id": "32420000",
                        "description": "Network equipment"
                    },
                    {
                        "scheme": "CPV",
                        "id": "48219000",
                        "description": "Miscellaneous networking software package"
                    },
                    {
                        "scheme": "CPV",
                        "id": "50334400",
                        "description": "Communications system maintenance services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "51300000",
                        "description": "Installation services of communications equipment"
                    },
                    {
                        "scheme": "CPV",
                        "id": "64214000",
                        "description": "Dedicated-business telephone network services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "72212517",
                        "description": "IT software development services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "72253000",
                        "description": "Helpdesk and support services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79512000",
                        "description": "Call centre"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKL",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKL",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "value": {
            "amountGross": 1058400,
            "amount": 882000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "mainProcurementCategory": "services",
        "aboveThreshold": true,
        "submissionMethodDetails": "https://etenderwales.ukp.app.jaggaer.com/go/15658153019F3682B82A",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "tenderPeriod": {
            "endDate": "2026-08-10T12:00:00+01:00"
        },
        "awardPeriod": {
            "endDate": "2026-09-22T23:59:59+01:00"
        },
        "lots": [
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                "id": "1",
                "status": "active",
                "value": {
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                    "amount": 882000,
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                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Quality",
                            "description": "Quality 40% total broken down as: Solution Suitability 12% Approach to delivery/implementation 6% Ongoing management and support 6% Data protection & Security 4% Sector and Relevant Experience 4% Social Value 4% Sustainability 4%",
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                            "type": "cost",
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                        {
                            "type": "quality",
                            "name": "Supplier Presentations",
                            "description": "Supplier demonstrations",
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                                    "number": 20,
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                        {
                            "type": "quality",
                            "name": "Quality",
                            "description": "Quality 40% total broken down as: Solution Suitability 12% Approach to delivery/implementation 6% Ongoing management and support 6% Data protection & Security 4% Sector and Relevant Experience 4% Social Value 4% Sustainability 4%",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "cost",
                            "name": "Cost",
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                        {
                            "type": "quality",
                            "name": "Supplier Presentations",
                            "description": "Supplier demonstrations",
                            "numbers": [
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                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "Bidders must demonstrate that they possess the necessary economic and financial standing to perform the contract. Financial standing will be assessed on a PASS/FAIL basis against the following objective criteria: 1. Minimum Turnover: The bidder must have a minimum annual turnover of PS200,000 in each of the last two (2) financial years. 2. Financial Statements: Bidders must provide financial accounts (audited where required by law, or equivalent statements for companies exempt from auditing) for the most recent two financial years. In line with standard public procurement regulations, bidders are not required to hold the specified contract insurances at the point of tender submission. However, bidders must provide an explicit declaration confirming their willingness and capacity to secure the mandatory insurance levels (Employer's Liability PS10m, Public Liability PS5m, Product Liability PS5m, Professional Indemnity PS2m, and Cyber Security PS1m) prior to formal contract award should they be successful."
                        },
                        {
                            "type": "technical",
                            "description": "Bidders must demonstrate their technical and professional capability to deliver the services securely and reliably. Evaluation will be conducted on a PASS/FAIL basis. Tenderers are required to self-certify compliance against the following standards at the submission stage and must provide valid certification or evidence of equivalence prior to contract award: 1. ISO27001: Information Security Management (or a verified equivalent standard). The authority will review equivalent robust information security management systems on a case-by-case basis. 2. Cyber Essentials or Cyber Essentials Plus: Bidders must hold active certification to demonstrate robust fundamental cyber security controls. 3. GDPR / Data Protection Compliance: Bidders must self-certify that their solutions, infrastructure, and organizational practices fully comply with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. 4. PCI-DSS Compliance: Where the proposed solution or contact centre elements process, route, or record payment-related communications (e.g. telephone credit card payments), the provider must demonstrate compliance with the Payment Card Industry Data Security Standard. Failure to provide the requested certificates or satisfactory evidence of equivalence prior to contract award may result in the tender being disqualified."
                        },
                        {
                            "type": "economic",
                            "description": "Bidders must demonstrate that they possess the necessary economic and financial standing to perform the contract. Financial standing will be assessed on a PASS/FAIL basis against the following objective criteria: 1. Minimum Turnover: The bidder must have a minimum annual turnover of PS200,000 in each of the last two (2) financial years. 2. Financial Statements: Bidders must provide financial accounts (audited where required by law, or equivalent statements for companies exempt from auditing) for the most recent two financial years. In line with standard public procurement regulations, bidders are not required to hold the specified contract insurances at the point of tender submission. However, bidders must provide an explicit declaration confirming their willingness and capacity to secure the mandatory insurance levels (Employer's Liability PS10m, Public Liability PS5m, Product Liability PS5m, Professional Indemnity PS2m, and Cyber Security PS1m) prior to formal contract award should they be successful."
                        },
                        {
                            "type": "technical",
                            "description": "Bidders must demonstrate their technical and professional capability to deliver the services securely and reliably. Evaluation will be conducted on a PASS/FAIL basis. Tenderers are required to self-certify compliance against the following standards at the submission stage and must provide valid certification or evidence of equivalence prior to contract award: 1. ISO27001: Information Security Management (or a verified equivalent standard). The authority will review equivalent robust information security management systems on a case-by-case basis. 2. Cyber Essentials or Cyber Essentials Plus: Bidders must hold active certification to demonstrate robust fundamental cyber security controls. 3. GDPR / Data Protection Compliance: Bidders must self-certify that their solutions, infrastructure, and organizational practices fully comply with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. 4. PCI-DSS Compliance: Where the proposed solution or contact centre elements process, route, or record payment-related communications (e.g. telephone credit card payments), the provider must demonstrate compliance with the Payment Card Industry Data Security Standard. Failure to provide the requested certificates or satisfactory evidence of equivalence prior to contract award may result in the tender being disqualified."
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2026-09-28T00:00:00+01:00",
                    "endDate": "2029-09-27T23:59:59+01:00",
                    "maxExtentDate": "2035-09-27T23:59:59+01:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "contract structure is an initial 3 years plus an optional 2 + 2 + 2 years extension"
                },
                "hasOptions": true,
                "options": {
                    "description": "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."
                }
            }
        ],
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
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                "id": "L-1",
                "documentType": "biddingDocuments",
                "description": "Documents available on eTenderWales reference number itt_125746",
                "url": "https://etenderwales.ukp.app.jaggaer.com/esop/toolkit/negotiation/rfq/modify/configuration/initStepReadOnly.si?reset=true&isOnModification=false&_ncp=1783079279033.2075948-4"
            },
            {
                "id": "062780-2026",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/062780-2026",
                "datePublished": "2026-07-03T13:02:02+01:00",
                "format": "text/html"
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            {
                "id": "063060-2026",
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                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
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                "datePublished": "2026-07-06T09:22:56+01:00",
                "format": "text/html"
            }
        ],
        "hasRecurrence": true,
        "recurrence": {
            "dates": [
                {
                    "startDate": "2036-02-27T23:59:59Z"
                },
                {
                    "startDate": "2036-02-27T23:59:59Z"
                }
            ]
        },
        "contractTerms": {
            "financialTerms": "30 days from receipt of valid undisputed invoice"
        },
        "riskDetails": "The Contracting Authority has identified the following known risks that could jeopardise or impact the satisfactory performance and delivery of the contract, which cannot be entirely mitigated or priced upfront: 1. System Integration and API Dependencies: Risks associated with the technical integration between the UC platform and critical third-party SaaS environments (specifically Microsoft 365 and Civica Cx CRM). Delays, unexpected breaking API changes, or structural licensing modifications by these third-party vendors may impact delivery timescales or technical scope. 2. Hardware Supply Chain Disruption: Risks relating to the global availability, logistics, and supply chains of physical infrastructure components (including network gateways, routers, and IP handsets) which could impact implementation schedules. 3. Legacy Infrastructure and Migration Complexity: Unforeseen complexities during the technical transition, survey, and migration away from analogue/PSTN/ISDN infrastructure to the new digital platform, including data cleansing or routing anomalies. 4. Regulatory and Telecommunications Compliance Changes: Future amendments to UK telecom regulations, Ofcom compliance mandates, or data protection/security standards (including PCI-DSS or UK GDPR) that necessitate system configuration changes. Should any of these identified risks materialise during the contract term or any subsequent extension period, the Contracting Authority reserves the right to modify the contract in accordance with Schedule 8 (Materialisation of a Known Risk) of the Procurement Act 2023 to ensure service continuity.",
        "amendments": [
            {
                "id": "063060-2026",
                "description": "Updated link to eTenderWales following feedback that the link initially didnt work"
            }
        ]
    },
    "language": "en"
}