Shaw Consulting Ltd: Cloud Unified Communications Solution (UCaaS)

UK-Didsbury: Telecommunications services.
Section I: Contracting Authority
      I.1) Name and addresses
             Southway Housing Trust
             Southern Gate, 729 Princess Road, Didsbury, M20 2LT, United Kingdom
             Tel. +44 7722067596, Email: chris.shaw@shawc.co.uk
             Contact: Chris Shaw
             Main Address: https://www.southwayhousing.co.uk/, Address of the buyer profile: https://www.shawc.co.uk
             NUTS Code: UKD33
      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-Didsbury:-Telecommunications-services./A4K9ZKR3DK
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent 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
            Other type:: Registered Society under the Co-operative and Community Benefit Societies Act 2014
      I.5) Main activity
            Housing and community amenities

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Cloud Unified Communications Solution (UCaaS)       
      Reference Number: Not provided
      II.1.2) Main CPV Code:
      64200000 - Telecommunications services.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Southway’s current Cisco HCS Telephony, Contact Centre, Enghouse Call Recording, Wallboard, and Call Reporting systems are due for renewal.

The objective of this procurement is to identify a supplier of a Cloud provided, device agnostic Telephony, Omni-Channel Contact Centre, Call Recording, Wallboard, Call Reporting solution that is fully integrated with Southway’s Office 365 platform which is licensed on Microsoft 365 E3.

The replacement solution needs to support a minimum number of 235 users including 30 Contact Centre Staff but must be scalable by 20% at the same unit cost.

The proposed solution needs to be delivered by the 1st October 2022 ready for go live no later than the 31st October 2022.

NOTE: Value of the Procurement is unknown at this stage.       
      II.1.5) Estimated total value:
      Value excluding VAT: 1       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      Not Provided       
      II.2.3) Place of performance:
      UKD3 Greater Manchester
      
      II.2.4) Description of procurement: The key requirements for the replacement solution are:

- A Cloud delivered Unified Telephony and Contact Centre solution which can be used from any location using any device i.e. That is: any Southway office, staff members home and even when working as a mobile user.
- Contact Centre solution which provides omni-channel options e.g. voice, email, web chat, conversational chatbot, social media (Facebook, WhatsApp) and messaging integration using any form of these communications for inbound and outbound contacts.
- PCI DSS compliant call recording solution which can (if required) either automatically pauses and then starts call recordings or hands off the payment transaction to payment process that uses DTMF tones. Note: Southway’s payment system is AllPay.
- A Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must be intelligent and use AI and Machine Learning to evaluate the calls, score the calls (using sentiment analysis) and escalate any of the flagged calls for review.
- All components of the proposed solution must be resiliently provisioned and have no single points of failure.
- The solution needs to easily accommodate growth and contraction of users across Southway, the licensing model needs to allow for this.
- The current range of Non-Geographical Numbers (NGN’s) and DDI’s will need to be transferred over to the proposed solution.
- Full Training for end users, contact centre users, supervisors and IT is required.
- Billing should be simplified to a monthly retrospective billing cycle and broken down to the respective parts, each bill should be downloadable from a portal and or emailed to designated Southway staff.
- Southway’s existing Telephony & Contact Centre solution goes out of contract on the 30th October 2022; therefore your proposed solution must be fully implemented and operational by 1st October 2022.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Qualitative Assessment of the Suppliers Response / Weighting: 60
                        
            Cost criterion - Name: Total Cost of the Solution projected over 5 years. / Weighting: 40
                              
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 42       
      This contract is subject to renewal: Yes       
      Description of renewals: The contract will be for initially 3 years with a possible extension of 2 years in 12-month increments.
      
      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: Not provided       


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: No       
   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: 04/04/2022 Time: 10:00
            
      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: 04/04/2022
         Time: 10:00
         Place:
         Virtually
      

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-Didsbury:-Telecommunications-services./A4K9ZKR3DK

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/A4K9ZKR3DK
   VI.4) Procedures for review
   VI.4.1) Review body:
             Southway Housing Trust
       Southern Gate, 729 Princess Road, Didsbury, M20 2LT, 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: 04/03/2022

Annex A