---
title: "ACAS ACD and WFM Replacement"
ocid: "ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "UK SHARED BUSINESS SERVICES LIMITED"
published: "2019-11-04"
---

# ACAS ACD and WFM Replacement

Buyer: UK SHARED BUSINESS SERVICES LIMITED  
Current stage: Award  
OCID: ocds-b5fd17-b8712e4d-f868-4190-b207-df0ec361bd0a

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## Summary

The procurement process for the "ACAS ACD and WFM Replacement" tender has been completed, with the award being made by UK Shared Business Services Limited. This project, classified under the public-telephone services industry category, is based in Swindon, England. The contract has been awarded to Atos IT Services UK Limited for a total value of £2,000,000, including an initial three-year period starting from 26th July 2019, with the potential for a two-year extension. The procurement method followed was a selective approach via a call-off from the CCS RM1045 Network Services framework.

This tender offers significant opportunities for businesses specialising in workforce management systems, automated call distribution, and related reporting solutions. Companies that can effectively integrate their services with existing client systems, and those experienced in providing ongoing support and training will be particularly competitive. Given the value of the contract and the focus on enhancing customer service capabilities at ACAS, small and medium-sized enterprises as well as voluntary, community, and social enterprises are encouraged to explore similar contracts to support their growth.

## Notice

***Please note this is an award notice not a call for competition*** Advisory, Conciliation and Arbitration Services (ACAS) currently utilities an Automatic Call Distribution (ACD) and Workforce Management (WFM) tools. There tools are used by "Helpline" and also support a number of other business functions and are critical to ACAS delivering excellent customer service. This contract is for a supplier to provide the following: a. Workforce Management A high availability solution which meets the working patterns and reporting requirements of the ACAS users and one which integrates with the Suppliers ACD and the Customers CRM, WAN and third-party telephony services. The solution will also allow authorised ACAS users to manage working patterns, generate working schedules and manage advisor availability. b. Automated Call Distribution An intelligent call routing system which routes callers through an Interactive Voice Response to an ACAS advisor. c. Reporting A solution which allows ACAS users to make available MI and to generate reports from which ACAS can optimise the availability and capacity of their citizen facing services. d. Test and Transition The Supplier will provide training on their solution to ACAS. The Supplier will also support test activities and transition from the outgoing service providers services to the replacement solution in accordance with the Customers Milestones. e. Compatibility The Supplier will be responsible for maintaining compatibility of their solution components for the life of the contract. They will also be responsible for the integration of the Supplier System with Customer Systems where the Customer provides the interface document. f. Service Level Management Service level management will be a key part of ensuring an ongoing and successful standard of service performance under the Contract. The performance of selected requirements will be subject to service measurements and service levels, some of which will attract service credits, which will be weighted. The Supplier will also participate in Customer led service and contract reviews. This contract has been awarded following a further competition against CCS RM1045 Network Services framework Lot 5. The contract is for an initial 3 year period and has the option to extend for a further 2 years on an annual basis. The value of the initial 3 year period is PS1,200,000.00 ex VAT. The value for the optional extension shall not exceed PS400,000.00 ex VAT per annum.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0a0fa164-8bd8-4b2a-a44a-b3ec5197a894 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Nov 2019 |
| Submission deadline | 6 Jun 2019 |
| Future notice date | Not specified |
| Award date | 21 Jul 2019 |
| Contract period | 25 Jul 2019 - 25 Jul 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,000,000 |
| Lots value | Not specified |
| Awards value | £2,000,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | UK SHARED BUSINESS SERVICES LIMITED |
| Locality | SWINDON |
| Post town | Swindon |
| Postcode | SN2 1FL |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK7 Gloucestershire and Wiltshire |
| ITL 3 | TLK71 Swindon |
| Local authority | Swindon |
| Electoral ward | Rodbourne Cheney |
| Westminster constituency | Swindon North |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ATOS IT SERVICES |

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64211000 - Public-telephone services
- 64214000 - Dedicated-business telephone network services

## Release History

- 4 Nov 2019 at 16:25 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0a0fa164-8bd8-4b2a-a44a-b3ec5197a894

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0a0fa164-8bd8-4b2a-a44a-b3ec5197a894
  4th November 2019 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.uksbs.co.uk

## Provenance

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