Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Financial Services Compensation Scheme
Beaufort House, 15 St. Botolph Street
London
EC3A 7QU
UK
Contact person: Chris Sutherland
Telephone: +44 2073758194
E-mail: Procurement@fscs.org.uk
NUTS: UK
Internet address(es)
Main address: https://www.fscs.org.uk
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 to:
https://www.delta-esourcing.com/tenders/UK-UK-London:-Telecommunications-services./ZR558J42H6
Tenders or requests to participate must be sent to the abovementioned address
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
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:
1 050 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
64200000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the 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:
1 050 000.00
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.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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
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.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
26/09/2022
Local time: 14:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
IV.2.7) Conditions for opening of tenders
Date:
26/09/2022
Local time: 14:00
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
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
GO Reference: GO-2022826-PRO-20857493
VI.4) Procedures for review
VI.4.1) Review body
The Royal Court of Justice
The Strand
London
UK
VI.5) Date of dispatch of this notice
26/08/2022