--- title: "Telephony & Call Centre Service" ocid: "ocds-kuma6s-126064" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-126064" markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-126064.md" json_url: "https://d3tenders.com/contract/ocds-kuma6s-126064.json" source: "Sell2Wales" current_stage: "Award" buyer: "PUBLIC SERVICES OMBUDSMAN FOR WALES" published: "2022-11-24" --- # Telephony & Call Centre Service Buyer: PUBLIC SERVICES OMBUDSMAN FOR WALES Current stage: Award OCID: ocds-kuma6s-126064 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-126064) [Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-126064.json) ## Summary The Public Services Ombudsman for Wales has awarded a contract for Telephony & Call Centre Service to Datasharp Uk Ltd. The service aims to enhance connectivity for service users, ensure audio quality, provide management data reporting, and enable call centre functionality. The procurement process was initiated on 24th November 2022, and the contract was signed on the same day. This procurement opportunity in the telecommunications network services sector presents a chance for businesses specialising in telephony solutions, call centre services, and telecommunications networks to engage with the Public Services Ombudsman for Wales. Businesses offering innovative, reliable, and tailored telephony solutions are well-suited to compete in this tender process. ## Notice The Ombudsman is inviting tenders for the provision of Telephony and call centre services tailored to the needs of the office.The focus of the service will be to provide a telephony service that:* is easy to navigate for PSOW service users who call us via our telephone lines to enable them to be connected to the relevant PSOW member of staff in a timely manner.* is of good audio quality and is reliable and stable regarding connection.* enables PSOW staff to answer calls via a PC softphone system irrespective of whether they are working in PSOW office or working at Home.* has good management data reporting* has call centre functionality to enable calls to be directed to appropriate call Queues, and for those calls to be fairly distributed to front line call handlers.Current set upMost staff work in a hybrid manner mainly working from home, but also working from our offices in Pencoed Bridgend on a semi-regular basis.We have approximately 75 staff each with their own direct dial line extension number.The PSOW receives telephone calls from various service users either* direct to a case officer or other member of staff via a direct dial number, or* by calling our main line telephone line which is then routed via a call centre application to nominated call centre staff.We currently have the following average call volumes per week:* 100 x Inbound calls to front line telephony staff via the main Queues* 200 x Inbound calls to direct line extensions* 200 x Outbound callsThe PSOW call centre application is currently via an on-premise server.Call centre staff have dedicated SIP telephones both at home and at PSOW offices in Pencoed. All other staff have dedicated handsets at PSOW office only, but calls are routed via a fully softphone online service (Circuit) when they are working from home. ## Key Details | Field | Value | | --- | --- | | Publication source | Sell2Wales | | Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=126064 | | Notice type | S2W Notice - Website Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 24 Nov 2022 | | Submission deadline | 11 Nov 2022 | | Future notice date | Not specified | | Award date | 24 Nov 2022 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Not specified | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | PUBLIC SERVICES OMBUDSMAN FOR WALES | | Locality | BRIDGEND | | Post town | Cardiff | | Postcode | CF35 5LJ | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL51 Central Valleys and Bridgend | | Local authority | Bridgend | | Electoral ward | Pencoed and Penprysg | | Westminster constituency | Bridgend | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | DATASHARP | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment ### Codes - 32412100 - Telecommunications network ## Release History - 24 Nov 2022 at 15:19 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=126064 - 28 Oct 2022 at 15:49 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=126064 ## Documents - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT416522&idx=3 8th November 2022 - PSOW Queue messages and routing - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT416522&idx=1 28th October 2022 - Tender Document - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT416522&idx=2 28th October 2022 - Gwahoddiad i Dendro ar gyfer -Gwasanaethau Teleffoni a Chanolfan Alwadau ## Notice URLs - http://www.ombudsman.wales/ - http://www.ombudsman.wales/https://www.ombwdsmon.cymru/ - https://www.datasharp.co.uk - https://www.ombwdsmon.cymru/ - https://www.sell2wales.gov.wales ## 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-kuma6s-126064. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-126064.json.