--- title: "Unified Communications, Telephone Services and Contact Centre" ocid: "ocds-r6ebe6-0000529064" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000529064" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000529064.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000529064.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "DUMFRIES & GALLOWAY HOUSING PARTNERSHIP LTD." published: "2019-03-05" --- # Unified Communications, Telephone Services and Contact Centre Buyer: DUMFRIES & GALLOWAY HOUSING PARTNERSHIP LTD. Current stage: Award OCID: ocds-r6ebe6-0000529064 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000529064) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000529064.json) ## Summary The procurement process titled "Unified Communications, Telephone Services and Contact Centre" is being conducted by Dumfries & Galloway Housing Partnership Ltd. (DGHP), located in Dumfries, UK. This contract falls under the services category and is currently in the Award stage, having been completed recently. The contract value is approximately £600,000 and was signed on 28 February 2019. This procurement was initiated through a restricted procedure, which involved selecting suppliers to provide a comprehensive solution to replace DGHP's existing telephone and contact services. This tender presents significant opportunities for businesses, particularly those involved in telecommunications, IT solutions, and customer service centres. Suppliers who specialise in unified communication systems, omnichannel contact centre solutions, and related support services would be well-positioned to participate. Additionally, businesses that offer innovative technologies such as cloud-based communications or integration with management systems may find this contract especially relevant for expansion within the public sector. ## Notice DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution. ### Lot Information Lot 1 This project will deliver: - Implementation of SfB as the UC solution across the whole organisation; - Public telephone network (PSTN) breakout from SfB for incoming and outgoing telephone calls including calls to and from the contact centre; - Dialled minutes related to the PSTN calls; - Porting of DGHP's existing landline telephone numbers to the Solution; - Provision of an omnichannel contact centre which as a minimum includes inbound and outbound telephony, email, text messaging (SMS), webchat and social media (minimum of Facebook and Twitter public posts and direct messages); - Ability to integrate the contact centre solution with business applications such as Housing Management System and CRM; and - Voice and screen recording for the contact centre; and - Mobile devices, SIM card rental and calls including porting of DGHP's mobile numbers to the Solution. The Tender Response shall also provide an optional cost for a Workforce Management solution for the contact centre. Renewal: At DGHP's discretion, extension of one year at the end of year 4 and of one year at the end of year 5. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR347539 | | Notice type | OJEU - F3 - Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Mar 2019 | | Submission deadline | 8 Mar 2018 | | Future notice date | Not specified | | Award date | 28 Feb 2019 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £320,000 | | Lots value | £320,000 | | Awards value | Not specified | | Contracts value | £600,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | DUMFRIES & GALLOWAY HOUSING PARTNERSHIP LTD. | | Locality | DUMFRIES | | Post town | Dumfries and Galloway | | Postcode | DG1 4ZS | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM9 Southern Scotland | | ITL 3 | TLM92 Dumfries and Galloway | | Local authority | Dumfries and Galloway | | Electoral ward | Nith | | Westminster constituency | Dumfries and Galloway | | Delivery location | TLM92 Dumfries and Galloway | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | CASTLETON TECHNOLOGY | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems ### Codes - 32524000 - Telecommunications system - 48810000 - Information systems ## Release History - 5 Mar 2019 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR347539 - 4 Mar 2019 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR347435 - 5 Feb 2018 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB309151 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB309151&idx=2 14th February 2018 - DGHP Telephone TSoR - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB309151&idx=4 14th February 2018 - DGHP Telephone TSoR - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB309151&idx=3 7th February 2018 - ESPD Telephony - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB309151&idx=1 7th February 2018 - DGHP Telephone Response - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB309151 Unified Communications, Telephone Services and Contact Centre - DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution. - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR347435 Unified Communications, Telephone Services and Contact Centre - DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution. - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR347539 Unified Communications, Telephone Services and Contact Centre - DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution. ## Notice URLs - http:// - http://www.dghp.org.uk - http://www.publiccontractsscotland.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000529064 ## 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-r6ebe6-0000529064. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000529064.json.