Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Thirteen Housing Group Ltd
North Shore, North Shore Road
Stockton-on-Tees
TS18 2NB
UK
Contact person: Mrs Joanne Boyd
Telephone: +44 1642947158
E-mail: joanne.boyd@thirteengroup.co.uk
NUTS: UKC
Internet address(es)
Main address: http://www.thirteengroup.co.uk
Address of the buyer profile: http://www.thirteengroup.co.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
PCI Compliant Telephony Solution
Reference number: DN373547
II.1.2) Main CPV code
48333000
II.1.3) Type of contract
Services
II.1.4) Short description
Thirteen are required to procure a PCI DSS compliant solution that will ensure we are legal and safe in the event an external auditor carries out an audit on the estate, the envisaged solution will also allow the contact centre’s systems to absorb the impact of the failure of one or more components or a significant disturbance in its environments and to continue to provide an acceptable level of service to customers.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKC
II.2.4) Description of the procurement
Thirteen are required to deliver a new PCI compliant telephony solution combined with a full OMNI Channel Contact Centre Solution to enhance its customer experience. The solution must provide full contact centre functionality in a single, unified platform providing Inbound, Outbound and Blended dialing, webchat, e-mail, social media and OMNI channel capabilities. Thirteen would also like to explore the possibility of speech analytics, the solution must also be fully resilient and ideally hosted, the proposed product must fully integrate with our current CRM, Orchard Housing.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 70
Price
/ Weighting:
30
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
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract
A contract/lot is awarded:
No
V.1 Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Thirteen Housing Group Ltd
North Shore, North Shore Road
Stockton-on-Tees
TS18 2NB
UK
VI.5) Date of dispatch of this notice
06/03/2019