--- title: "Contact Centre System" ocid: "ocds-h6vhtk-038ca9" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-038ca9" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-038ca9.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-038ca9.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "FORHOUSING LIMITED" published: "2022-12-12" --- # Contact Centre System Buyer: FORHOUSING LIMITED Current stage: Tender OCID: ocds-h6vhtk-038ca9 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-038ca9) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-038ca9.json) ## Summary The buying organization, ForHousing Limited, has initiated a tender process for the Contact Centre System procurement under the legal basis of the Public Contracts Regulations 2015. The title of the tender is "Contact Centre System" within the services main procurement category, focusing on telephone operator services. ForHousing aims to implement a modern cloud-based Contact Centre as a Service (CCAAS) system by 31st May 2023, with a contract period of 3 years extendable by 1 year. The procurement method is an open procedure with a total contract value of £220,000. This tender opportunity by ForHousing Limited for a Contact Centre System presents a growth opportunity for businesses specializing in cloud-based contact centre solutions and telephone operator services. Companies capable of delivering and configuring CCAAS systems with a focus on documented process designs and system requirements are well-suited to compete. The tender's evaluation criteria include qualitative questions, demonstration/interview, and pricing, providing a fair chance for businesses with innovative solutions to secure the contract. ## Notice ForHousing's current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement. ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements. The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid. It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract. ### Lot Information Lot 1 ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system. ForHousing's current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement. ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements. The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid. ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT. It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract. Additional information: The Authority reserves the right to cancel the procurement at any time and not to proceed with all or part of the tender. The Authority will not, under any circumstances, reimburse any expense incurred by Applicants in preparing their selection questionnaire or tender submissions. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/035076-2022 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 12 Dec 2022 | | Submission deadline | 16 Jan 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £220,000 | | Lots value | £220,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | FORHOUSING LIMITED | | Locality | ECCLES | | Post town | Manchester | | Postcode | M30 0BP | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD34 Greater Manchester South West | | Local authority | Salford | | Electoral ward | Eccles | | Westminster constituency | Worsley and Eccles | | Delivery location | TLD3 Greater Manchester | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79511000 - Telephone operator services ## Release History - 12 Dec 2022 at 14:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/035076-2022 ## Notice URLs - https://www.delta-esourcing.com/respond/TF443S634W - https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W - https://www.forhousing.co.uk ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-038ca9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-038ca9.json.