Notice Information
Notice Title
Unified Communications Services
Notice Description
Wheatley Housing Group requires a new unified communications system for its Customer First Centre to replace the current system which is reaching end of life.
Lot Information
Lot 1
Wheatley Group requires a new telephony system for its Customer First Centre (CFC), as the current system is aged and will no longer be supported within the 12 months. Group's current telephony system has been in place for over a decade now providing both call centre and switchboard functionality from an on-premises solution. CFC was established in 2021 and followed a restructure of our existing contact centre to introduce housing, repairs and commercial teams who provide specialist support to customer contact. Groups blended operating model is enabled by the CFC which serves as a cornerstone, freeing up patch housing officers from transactional customer inquiries so they can spend more time in neighbourhoods. During the first year the CFC received close to 1m in-bound calls, received over 100,000 emails and offered webchat. Voice will continue to be the primary channel for future years. However, we have set out a road map and vision for what the CFC can achieve for our customers in future months and years. Out with the CFC the telephony platform and switch board services are also utilised by other non-CFC staff. There are over 600 staff using the platform in 120 locations: -Group Debt Recovery Team - utilising outbound dialler technology to enable debt recovery; -Care staff offices - giving care customers and agencies direct access to local care staff; -Concierge stations - providing customers access to concierge staff who drawdown services on their behalf; and -Digital Technology Solutions Service Desk, providing technology support across all Group staff.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000741559
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG485900
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- PCS Notice - Website Contract Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Restricted procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
-
- CPV Codes
64200000 - Telecommunications services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £2,042,657 £1M-£10M
Notice Dates
- Publication Date
- 14 Aug 20232 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 16 Jun 20232 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Complete
- Awards Status
- Not Specified
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE WHEATLEY HOUSING GROUP LIMITED
- Contact Name
- Not specified
- Contact Email
- procurement@wheatley-group.com
- Contact Phone
- +44 8004797979
Buyer Location
- Locality
- GLASGOW
- Postcode
- G1 1HL
- Post Town
- Glasgow
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM3 West Central Scotland
- Small Region (ITL 3)
- TLM32 Glasgow City
- Delivery Location
- TLM82 Glasgow City
-
- Local Authority
- Glasgow City
- Electoral Ward
- Anderston/City/Yorkhill
- Westminster Constituency
- Glasgow East
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG485900
Unified Communications Services - Wheatley Housing Group requires a new unified communications system for its Customer First Centre to replace the current system which is reaching end of life.
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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