Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
The Guinness Partnership Ltd
30 Brock Street, Regents Place
London
NW1 3FG
UK
Contact person: - Neil Aitken
Telephone: +44 2038190076
E-mail: neil.aitken@guinness.org.uk
NUTS: UK
Internet address(es)
Main address: http://www.guinnesspartnership.com/
Address of the buyer profile: http://www.guinnesspartnership.com/
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
Contact Management Centre
Reference number: DN612881
II.1.2) Main CPV code
48333000
II.1.3) Type of contract
Supplies
II.1.4) Short description
As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software.
This procurement seeks to engage with providers with exemplary experience within the Contact Management Centre arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
2 373 431.65
GBP
II.2) Description
II.2.2) Additional CPV code(s)
72245000
79994000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Phase 1
• For approx. 400 contact centre colleagues
• New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications,
• digitalising workflows, workforce optimisation and improving both the customer/agent experience,
• creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs
• Improving Self Service options, optimising the verification processes
• innovative ways to handle ‘call overflow’ through careful management and consideration is
• Better call quality Management
• Optimising inbound / outbound calls with intelligent call routing and a blended workforce
• New and improved ways of gathering data for intelligent real-time reporting
• Integrations into All Pay depending on decision around renewal in Feb 2023
• Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ideally providing a 365 degree view of all omni channels
• Dynamic 365 expertise to be provided as part of the project
• Seamless connected channels of communication
• A singular Managed Service where continuous improvement is shared between both parties
Phase 2
• Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn’t include upgrading video conferencing capabilities as these will be looked at as part of a separate project
• Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365
• Phase 2 doesn’t include integration with Zoho or any other CRM legacy systems
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 60
Price
/ Weighting:
40
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
Restricted procedure
IV.1.8) Information about 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:
2022/S 000-026371
Section V: Award of contract
Contract No: DN612881
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
19/01/2023
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 0
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
8x8 UK Limited
Unit 1-2, 8x8 Bell Business Park Smeaton Close
AYLESBURY
HP19 8JR
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:
: 2 373 431.65
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Public Procurement Review Service, Cabinet Office London
London
UK
VI.5) Date of dispatch of this notice
08/03/2023