Official UK procurement notice
AHG_000586 - Contact Centre Technology (CS69)
Authority: Anchor Hanover Group (Public body)
What is being bought
Published requirement descriptionWe need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy.
Alongside the traditional features of contact centre technology we?re also looking for products that offer other wider capabilities such as:
? Connecting different channels like messaging, video, and social media
? Delivering self-service solutions through chatbots and virtual agents
? Analysing conversations to provide useful insights
CPV: IP telephone services
The lotProcurement structure
single lot · value publishedLot #1The current contact centre technology (Cisco Call Manager) was implemented in 2013 as…RenewalPublished value£1
The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor?s business needs and is no longer aligned with Anchor?s technology strategy.
Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking.
This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications.
Anchor?s current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering.
Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn?t part of this procurement.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
- Staff
- Names and qualifications of delivery staff must be submitted
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Restricted procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 8 Aug 2023, 13:06 BST
- Last source update
- 8 Aug 2023, 13:06 BST
- FTS notice number
2023/S 000-023067- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03ede0Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
Publisher note: The SQ & ITT will run concurrently so bidders will have to complete both stages at the same time. Anchor will score all SQ responses and invite a maximum number of suppliers to ITT stage. Anchor will only score the ITT of those suppliers who are invited from the SQ. There will be a presentation/interview as part of the process. The SQ can be accessed here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 The ITT can be accessed here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302
How it was run
Official noticeTender documents are also served through a separate tool: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 ↗
- Submission deadline
- 29 Sept 2023, 23:00 BST
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
Timeline
8 Aug 2023 → 29 Sept 2023 · 3 dates- Invitations to tender expected8 Aug 2023, 00:00 BST
- Notice published8 Aug 2023, 13:06 BST
- Submission deadline29 Sept 2023, 23:00 BST
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Leeds Combined Court CentreReview body
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria