--- title: "Replacement Telephony system including contact centre functionality." ocid: "ocds-h6vhtk-04a815" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a815" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a815.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a815.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "PARTICK HOUSING ASSOCIATION LIMITED" published: "2024-10-11" --- # Replacement Telephony system including contact centre functionality. Buyer: PARTICK HOUSING ASSOCIATION LIMITED Current stage: Tender OCID: ocds-h6vhtk-04a815 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a815) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04a815.json) ## Summary Partick Housing Association Limited is seeking proposals for a replacement telephony system, including contact centre functionality, as described in tender ID ocds-h6vhtk-04a815. This opportunity is categorised under telecommunications services and aims to enhance the organisation's communication capabilities for 50 users, including 45 staff members. The project is located in Glasgow, under the UKM82 region, and the procurement stage is currently active. The tender process follows an open procedure, and the deadline for submission is 12:00 PM on 11th November 2024. The expected contract term is for 3 years with an optional extension of 2 additional years, and the estimated contract value is £60,000 GBP. The project initiation date is set for 11th October 2024. This tender provides significant opportunities for businesses specialising in telecommunications services and digital system integrations. Firms with expertise in hosted telephony systems, call reporting and analytics, and CRM integration, particularly those capable of integrating with Microsoft Teams and ensuring PCI-DSS compliance, are well-positioned to compete. Given the requirement for UK-based support services and compliance with GDPR regulations, businesses that can offer reliable on-site support and ensure seamless deployment will find this contract particularly advantageous. Additionally, companies with a proven track record and a minimum yearly turnover of £200,000 in related services over the past three years will meet the eligibility criteria, making this an excellent growth opportunity for qualified suppliers. ## Notice Replacement Telephony system including contact centre functionality. ### Lot Information Lot 1 Partick Housing Association is seeking proposals for a hosted telephony system to support the organisation of 50 users, which includes 45 staff members and additional phone points in meeting rooms. The contract term will be 3 + 2 years. The primary improvement we are looking for over our existing setup is robust call reporting and analytics. This will help us better manage and optimise our communication processes. Our office features an open-plan layout, with all staff members using laptops. It's important to consider hardware options for those who prefer using desk phones. Key requirements for the new system include: A hosted platform geographically located to comply with GDPR regulations. The support services provider must be based in the UK. This is to ensure that they can provide timely on-site support if necessary. Unlimited Outbound Calling minutes with all license types (within the UK as a minimum) to aid in the predictability of ongoing telephony expenditure Ability to 'mix and match' license types to ensure that all users' needs are catered for, without the need to spend on functionality that isn't required by all users Call Reporting and Analytics: Enhanced call reporting and analytics to improve our understanding of call metrics and performance. CRM Integration with our housing management system Homemaster. Simplicity in both deployment and ongoing support to ease the burden on the internal IT team. Integration with Microsoft Teams. PCI-DSS compliant Options: Options for one-off costs for handsets and headsets if replacement is required in year 1 to be shared. Renewal: Ongoing provision required after 3+2 year term ends to be negotiated. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/032800-2024 | | 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 | 11 Oct 2024 | | Submission deadline | 11 Nov 2024 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | £60,000 | | 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 | PARTICK HOUSING ASSOCIATION LIMITED | | Locality | GLASGOW | | Post town | Glasgow | | Postcode | G11 5QP | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM3 West Central Scotland | | ITL 3 | TLM32 Glasgow City | | Local authority | Glasgow City | | Electoral ward | Partick East/Kelvindale | | Westminster constituency | Glasgow West | | Delivery location | TLM82 Glasgow City | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64200000 - Telecommunications services ## Release History - 11 Oct 2024 at 12:26 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/032800-2024 ## Notice URLs - http://www.partickha.org.uk - http://www.publiccontractsscotland.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000780379 - https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=780379 - https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=780379 - https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA12343 - https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx ## 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-04a815. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04a815.json.