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Cymraeg

Contract Award Notice

Licenses for Cloud Based Contact Centre

  • First published: 07 August 2019
  • Last modified: 07 August 2019
  • Version: N/A

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The buyer is not using this website to administer the notice.

To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Contents

Summary

OCID:
Published by:
National Citizen Service
Authority ID:
AA64715
Publication date:
07 August 2019
Deadline date:
-
Notice type:
Contract Award Notice
Has documents:
No
Has SPD:
No
Has Carbon Reduction Plan:
N/A

Abstract

The National Citizen Service (‘NCS’) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement.

NCS have been using Salesforce for the last 5 years and have had integrated telephony platform.

NCS needed to procure a solution that will cover short term additional demand whilst a full OJEU procurement is completed. You can express an interest in the procurement at https://ncs.bravosolution.co.uk/

The required outputs of this service are:

Capability to be able to make phone calls and automatically log these in Salesforce.

Able to record calls securely in order to review at a later date.

Fully integrated PCI payment system that deals with stopping and resuming the call recording.

Automatic dialing of lists stored within Salesforce.

Capability to be able to dial from static lists/reports in Salesforce.

Capability to be able to route to advisors based on criteria within Salesforce.

Capability to be able to have context specific IVR messages based on data within Salesforce.

The functionality for customers to be able to leave voice messages and to be securely stored.

Reporting suite that makes use of internal Salesforce and Einstein reporting.

Monitor usage, agent utilisation and workforce and provide reporting.

Compatibility with workforce management systems.

The ability to be able to pop the right screen within Salesforce when a call comes in.

Ability to be able to create transcripts of calls for analysis.

Ability to be able to define and automate customer contact strategy.

Gamification and wallboards.

The ability to be able to identify and present a local phone number in different regions.

The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.

The solution should be able to be scalable and flex and shrink with demand. Up to 1 500 users at peak and down to 500 at low periods.

The solution should be highly maintainable.

High uptime for contact centres that are mission critical and require high availability.

Full notice text

Contract award notice

Results of the procurement procedure

Section I: Contracting entity

I.1) Name and addresses

National Citizen Service

The Pembroke Building, Kensington Village, Avonmore Road

London

W14 8DG

UK

Telephone: +44 08001978010

E-mail: procurement@ncs.org.uk

NUTS: UK

Internet address(es)

Main address: www.ncsyes.co.uk

I.4) Type of the contracting authority

Body governed by public law

I.5) Main activity

Education

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Licenses for Cloud Based Contact Centre

II.1.2) Main CPV code

64200000

 

II.1.3) Type of contract

Services

II.1.4) Short description

Short term contract for an integrated telephony platform to cover additional demand within NCS supply chain ensuring continuity of service whilst a full open OJEU procurement is completed.

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Value excluding VAT: 416 000.00  GBP

II.2) Description

II.2.2) Additional CPV code(s)

32429000

48210000

II.2.3) Place of performance

NUTS code:

UK

II.2.4) Description of the procurement

The National Citizen Service (‘NCS’) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement.

NCS have been using Salesforce for the last 5 years and have had integrated telephony platform.

NCS needed to procure a solution that will cover short term additional demand whilst a full OJEU procurement is completed. You can express an interest in the procurement at https://ncs.bravosolution.co.uk/

The required outputs of this service are:

Capability to be able to make phone calls and automatically log these in Salesforce.

Able to record calls securely in order to review at a later date.

Fully integrated PCI payment system that deals with stopping and resuming the call recording.

Automatic dialing of lists stored within Salesforce.

Capability to be able to dial from static lists/reports in Salesforce.

Capability to be able to route to advisors based on criteria within Salesforce.

Capability to be able to have context specific IVR messages based on data within Salesforce.

The functionality for customers to be able to leave voice messages and to be securely stored.

Reporting suite that makes use of internal Salesforce and Einstein reporting.

Monitor usage, agent utilisation and workforce and provide reporting.

Compatibility with workforce management systems.

The ability to be able to pop the right screen within Salesforce when a call comes in.

Ability to be able to create transcripts of calls for analysis.

Ability to be able to define and automate customer contact strategy.

Gamification and wallboards.

The ability to be able to identify and present a local phone number in different regions.

The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.

The solution should be able to be scalable and flex and shrink with demand. Up to 1 500 users at peak and down to 500 at low periods.

The solution should be highly maintainable.

High uptime for contact centres that are mission critical and require high availability.

II.2.5) Award criteria

Price

II.2.11) Information about options

Options: 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

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Award of a contract without prior publication of a call for competition

Justification for selected award procedure:

The works, supplies or services can be provided only by a particular economic operator for the following reason: absence of competition for technical reasons

Explanation

NCS has explored its ability to run a fully compliant procurement for the increase in volume and have a new contract in place to cover the requirements without using Regulation 32, however, due to the complexity of the technology integration; it would likely take a minimum of 6 months to move away from New Voice Ltd, and as such, NCS intends to directly award the contract to New Voice Ltd under Regulation 32 for a period of time to cover a full procurement procedure.

Furthermore, NCS has established that due to the complexity of the technology integration, it would likely take a minimum of 6 months to move away from New Voice Ltd to a new interim provider and therefore it is clearly arguable that the opportunity would in any event not be attractive to market if more than 6 months of their 12 month contract is spent transitioning over from the existing provider. On this basis, there is no reasonable or alternative substitute available exists in the time frames available.

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

Section V: Award of contract

A contract/lot is awarded: Yes

V.2 Award of contract

V.2.1) Date of conclusion of the contract

31/07/2019

V.2.2) Information about tenders

Number of tenders received: 1

The contract has been awarded to a group of economic operators: No

V.2.3) Name and address of the contractor

New Voice Ltd

London

UK

NUTS: UK

The contractor is an SME: No

V.2.4) Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot: : 416 000.00  GBP

V.2.5) Information about subcontracting

Section VI: Complementary information

VI.4) Procedures for review

VI.4.1) Review body

NCS Trust

London

UK

VI.5) Date of dispatch of this notice

05/08/2019

Coding

Commodity categories

ID Title Parent category
48210000 Networking software package Networking, Internet and intranet software package
64200000 Telecommunications services Postal and telecommunications services
32429000 Telephone network equipment Network equipment

Delivery locations

ID Description
100 UK - All

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID Description
There are no alert restrictions for this notice.

About the buyer

Main contact:
procurement@ncs.org.uk
Admin contact:
N/a
Technical contact:
N/a
Other contact:
N/a

Further information

Date Details
No further information has been uploaded.
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