--- title: "Replacement Telephony system including contact centre functionality." ocid: "ocds-r6ebe6-0000780379" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000780379" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000780379.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000780379.json" source: "Public Contracts Scotland" 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-r6ebe6-0000780379 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000780379) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000780379.json) ## Summary Partick Housing Association Limited is seeking proposals for a replacement telephony system, including contact centre functionality. This procurement falls under the "Housing and Community Amenities" industry category and is at the tender stage. The project is located in Glasgow, with electronic submissions accepted via the Public Contracts Scotland portal. The tender period ends on November 11, 2024, at noon, with the contract to be awarded shortly thereafter on the same day. This open procedure aims to support the association's operations with a hosted telephony system for 50 users, including necessary hardware and services to ensure compliance with GDPR and integration with their existing systems. This tender presents a significant opportunity for businesses specialising in telephony and communication systems to grow by partnering with a prominent housing association. Companies offering robust call reporting, CRM integration, and comprehensive support services will find this contract particularly well-suited. The ability to provide unlimited outbound calling and handle mixed license types will be advantageous. With a contract value of GBP 60,000 and an initial term of 3 years, extendable by an additional 2 years, the successful bidder will have the opportunity to establish a long-term relationship with the Partick Housing Association, enhancing their market presence in the UK. ## 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 | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT516083 | | Notice type | OJEU - F2 - Contract 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 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT516083 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=OCT516083&idx=1 11th October 2024 - ITT - Replacement Telephony system including contact centre functionality. - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT516083 Replacement Telephony system including contact centre functionality. - Replacement Telephony system including contact centre functionality. ## Notice URLs - http:// - http://www.partickha.org.uk - http://www.publiccontractsscotland.gov.uk - http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=780379 - http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000780379 - https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=780379 ## 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-r6ebe6-0000780379. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000780379.json.