---
title: "Unified Communications Services"
ocid: "ocds-r6ebe6-0000741559"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000741559"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000741559.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000741559.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "THE WHEATLEY HOUSING GROUP LIMITED"
published: "2023-08-14"
---

# Unified Communications Services

Buyer: THE WHEATLEY HOUSING GROUP LIMITED  
Current stage: Award  
OCID: ocds-r6ebe6-0000741559

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000741559)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000741559.json)

## Summary

The Wheatley Housing Group Limited, a public body governed by law, located in Glasgow, UK, issued a tender for Unified Communications Services. The procurement method used was a selective Restricted procedure in the services category. The organisation required a new telephony system for its Customer First Centre due to the current system reaching end of life. The tender was fully awarded to Vodafone, with a contract valued at £2,042,657.60 signed on 16th June 2023.

This tender by The Wheatley Housing Group Limited presents an opportunity for businesses providing unified communications services to compete and potentially secure contracts for similar projects. Companies offering large-scale communication solutions would be well-suited to bid for such contracts and leverage their expertise in delivering advanced telephony systems. The successful completion of this tender signifies growth opportunities for businesses operating in the communications services sector, particularly those with experience in implementing complex communication infrastructures for public sector organisations.

## Notice

Wheatley Housing Group requires a new unified communications system for its Customer First Centre to replace the current system which is reaching end of life.

### Lot Information

Lot 1

Wheatley Group requires a new telephony system for its Customer First Centre (CFC), as the current system is aged and will no longer be supported within the 12 months. Group's current telephony system has been in place for over a decade now providing both call centre and switchboard functionality from an on-premises solution. CFC was established in 2021 and followed a restructure of our existing contact centre to introduce housing, repairs and commercial teams who provide specialist support to customer contact. Groups blended operating model is enabled by the CFC which serves as a cornerstone, freeing up patch housing officers from transactional customer inquiries so they can spend more time in neighbourhoods. During the first year the CFC received close to 1m in-bound calls, received over 100,000 emails and offered webchat. Voice will continue to be the primary channel for future years. However, we have set out a road map and vision for what the CFC can achieve for our customers in future months and years. Out with the CFC the telephony platform and switch board services are also utilised by other non-CFC staff. There are over 600 staff using the platform in 120 locations: -Group Debt Recovery Team - utilising outbound dialler technology to enable debt recovery; -Care staff offices - giving care customers and agencies direct access to local care staff; -Concierge stations - providing customers access to concierge staff who drawdown services on their behalf; and -Digital Technology Solutions Service Desk, providing technology support across all Group staff.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG485900 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Aug 2023 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 16 Jun 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £2,042,657 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE WHEATLEY HOUSING GROUP LIMITED |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G1 1HL |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow East |
| Delivery location | TLM82 Glasgow City |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | VODAFONE |

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64200000 - Telecommunications services

## Release History

- 14 Aug 2023 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG485900

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG485900
  Unified Communications Services - Wheatley Housing Group requires a new unified communications system for its Customer First Centre to replace the current system which is reaching end of life.

## Notice URLs

- http://
- http://www.wheatley-group.com
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000741559

## 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-r6ebe6-0000741559. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000741559.json.