Financial Services Compensation Scheme: Telephone Cloud Service Solution

UK-London: Telecommunications services.
Section I: Contracting Authority
      I.1) Name and addresses
             Financial Services Compensation Scheme
             Beaufort House, 15 St. Botolph Street, London, EC3A 7QU, United Kingdom
             Tel. +44 2073758194, Email: Procurement@fscs.org.uk
             Contact: Chris Sutherland
             Main Address: https://www.fscs.org.uk
             NUTS Code: UK
      I.2) Joint procurement
      The contract involves joint procurement: No.
      In the case of joint procurement involving different countries, state applicable national procurement law: Not provided       
      The contract is awarded by a central purchasing body: No.
      I.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com/tenders/UK-UK-London:-Telecommunications-services./ZR558J42H6
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent electronically via https://www.delta-esourcing.com/tenders/UK-UK-London:-Telecommunications-services./ZR558J42H6 to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      I.4) Type of the contracting authority
            Body governed by public law
      I.5) Main activity
            Economic and financial affairs

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Telephone Cloud Service Solution       
      Reference Number: FSCS429
      II.1.2) Main CPV Code:
      64200000 - Telecommunications services.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: FSCS is seeking to appoint a single Service Provider for a new Telephone Cloud Service Solution, this will cover licences, implementation, and support & maintenance. This will be a service procured on a subscription-based model.       
      II.1.5) Estimated total value:
      Value excluding VAT: 1,050,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      64200000 - Telecommunications services.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: FSCS would like to procure a supplier that is able to consolidate their telephony landscape and give FSCS a more effective way of managing these services. FSCS also want to tap into this supplier’s experience and use this relationship to advise on (and provide access to) new telephony and contact management technology.
This includes bringing together core telephony needs such as calls, recording and routing, but extends to future needs around integration and analytics. The objectives of the service are:
•FSCS telephony users to be able to make outbound calls, receive inbound calls and make internal calls, put calls on hold, consult with colleagues, forward calls to internal and external destinations, and receive voicemails.
•FSCS operational managers to be able to listen to calls and provide in-call advice to the call handler.
•Record, retrieve and replay appropriate classes of calls.
•Support multiple devices, including hard phones, turrets, soft phones and mobiles.
•FSCS telephony users to be able to make and receive calls via FSCS' Microsoft Teams

The Foundation Services
These services are mandatory and will need to be provisioned from the start of the service. They are critical to the functioning of FSCS.
* Core Telephony Requirements
* Non-Geographic Telephone Numbers
* Voicemail
* Agent Call Groups
* Interactive Voice Response
* Call Recording

The Future Services
The following Services are those which the Service Provider must be able to supply at a future date to be determined by FSCS. The solution provided must be inherently capable of supporting these capabilities (by expansion if necessary), although they are not immediately required.
* Interaction Management
* Customer Relationship Management (CRM) Integration
* Interaction Analysis
* IVR Natural Language Processing & Conversational AI
* Contact Centre

The specification in the procurement documents contains the full details of the requirements on what is mandatory and what is desirable for each service
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 1,050,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 24       
      This contract is subject to renewal: Yes       
      Description of renewals: This includes the option to extend annually for up-to five years. Therefore the contract duration is 2 years + 1 + 1+ 1 + 1+ 1
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: The estimated contract value includes initial term of 2 years with the option to extend annually for up-to five years.       


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing          
      Selection criteria as stated in the procurement documents       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability    
      Selection criteria as stated in the procurement documents
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description OPEN
      IV.1.1) Type of procedure: Open   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - NO    
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 26/09/2022 Time: 14:00
            
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
         Duration in month(s): 6
      
      IV.2.7) Conditions for opening of tenders:
         Date: 26/09/2022
         Time: 14:00
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted No       
   Electronic payment will be used No       
   VI.3) Additional Information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-London:-Telecommunications-services./ZR558J42H6

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/ZR558J42H6
   VI.4) Procedures for review
   VI.4.1) Review body:
             The Royal Court of Justice
       The Strand, London, United Kingdom
   VI.4.2) Body responsible for mediation procedures:
Not provided
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 26/08/2022

Annex A