---
title: "Telephony Maintenance Support"
ocid: "ocds-r6ebe6-0000592575"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000592575"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000592575.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000592575.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "SCOTTISH AMBULANCE SERVICE"
published: "2019-12-18"
---

# Telephony Maintenance Support

Buyer: SCOTTISH AMBULANCE SERVICE  
Current stage: Award  
OCID: ocds-r6ebe6-0000592575

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000592575.json)

## Summary

The Scottish Ambulance Service is currently overseeing a procurement process for "Telephony Maintenance Support," directed towards the services sector in the UK. As of the latest update on 18 December 2019, this contract involves maintaining and upgrading the existing Avaya telephony infrastructure which is crucial for their operations across Scotland. The procurement method is open, facilitating a fair process for suppliers to participate. The contract is anticipated to have a significant implementation period of 18-24 months, following its award, which has been designated as a Framework Agreement to accommodate ongoing supply flexibility. The initial maintenance contract expired in September 2019, thus the new supplier will play a vital role in ensuring network resilience and support during the transition period.

This procurement represents an excellent opportunity for businesses specialising in telecommunication services and maintenance. Companies that can demonstrate expertise in Avaya systems and experience in handling large-scale network support would be particularly well-suited to compete for this contract. With the anticipated need for a robust replacement contact centre solution and the integration of new technologies, this project offers potential for growth for suppliers willing to enter into long-term service agreements and those with capabilities in both installation and ongoing maintenance services.

## Notice

The Scottish Ambulance Service (the Service) having completed a Market Engagement exercise are now progressing with this ITT for the provision of maintenance support to our current and evolving Avaya telephony infrastructure. This will include a replacement contact centre solution and an upgrade /migration from the CS1000 to the Communication Manager. Our current maintenance support contract expires in September 2019 and is likely to be extended for around 6 months to allow completion of this procurement exercise and to allow the continued resilience of our network we will require a suitable supplier to support our existing network and its planned migration and expansion which is likely to take around 18-24 months to implement and complete from contract award date. It is anticipated that the new contract will be a Framework Agreement which will allow flexibility of supply of goods and services, installation and maintenance of both new and existing equipment

### Lot Information

Lot 1

The Scottish Ambulance Service (the Service) having completed a Market Engagement exercise are now progressing with this ITT for the provision of maintenance support to our current and evolving Avaya telephony infrastructure. This will include a replacement contact centre solution and an upgrade /migration from the CS1000 to the Communication Manager. Our current maintenance support contract expires in September 2019 and is likely to be extended for around 6 months to allow completion of this procurement exercise and to allow the continued resilience of our network we will require a suitable supplier to support our existing network and its planned migration and expansion which is likely to take around 18-24 months to implement and complete from contract award date. It is anticipated that the new contract will be a Framework Agreement which will allow flexibility of supply of goods and services, installation and maintenance of both new and existing equipment. The service is a National (NHS) Special Health Board which is a 24/7 Emergency Service Organisation which consists of 6 operational divisions which are detailed in the schematic below, which together cover the complete landmass of Scotland and its associated islands.

Renewal: Option of two further three year extensions until 2028 and a further 12 month extension up to 1st December 2029.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC375697 |
| Notice type | OJEU - F3 - Contract Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Dec 2019 |
| Submission deadline | 9 Sep 2019 |
| Future notice date | Not specified |
| Award date | 18 Dec 2019 |
| Contract period | 2 Dec 2019 - 1 Dec 2022 |
| Recurrence | Detailed in tender documents. |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £2,714,277 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SCOTTISH AMBULANCE SERVICE |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Not specified |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32522000 - Telecommunications equipment

## Release History

- 18 Dec 2019 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC375697
- 29 Jul 2019 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL361791

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL361791
  Telephony Maintenance Support - The Scottish Ambulance Service (the Service) having completed a Market Engagement exercise are now progressing with this ITT for the provision of maintenance support to our current and evolving Avaya telephony infrastructure. This will include a replacement contact centre solution and an upgrade /migration from the CS1000 to the Communication Manager. Our current maintenance support contract expires in September 2019 and is likely to be extended for around 6 months to allow completion of this procurement exercise and to allow the continued resilience of our network we will require a suitable supplier to support our existing network and its planned migration and expansion which is likely to take around 18-24 months to implement and complete from contract award date. It is anticipated that the new contract will be a Framework Agreement which will allow flexibility of supply of goods and services, installation and maintenance of both new and existing equipment
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC375697
  Telephony Maintenance Support - The Scottish Ambulance Service (the Service) having completed a Market Engagement exercise are now progressing with this ITT for the provision of maintenance support to our current and evolving Avaya telephony infrastructure. This will include a replacement contact centre solution and an upgrade /migration from the CS1000 to the Communication Manager. Our current maintenance support contract expires in September 2019 and is likely to be extended for around 6 months to allow completion of this procurement exercise and to allow the continued resilience of our network we will require a suitable supplier to support our existing network and its planned migration and expansion which is likely to take around 18-24 months to implement and complete from contract award date. It is anticipated that the new contract will be a Framework Agreement which will allow flexibility of supply of goods and services, installation and maintenance of both new and existing equipment

## Notice URLs

- http://
- http://www.scottishambulance.com
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000592575
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/web/login.html

## 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-r6ebe6-0000592575. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000592575.json.