Sell2Wales.gov.wales uses cookies which are essential for the site to work. We also use non-essential cookies to help us improve government digital services. Any data collected is anonymised. By continuing to use this site, you agree to our use of cookies.

Accept cookies Cookie Settings

View Notice

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)

Add notice to my Sell2Wales Interest List

Notice Details

Title: Telephony & Call Centre Service
OCID: ocds-kuma6s-126064
Published by: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
Authority ID: AA39790
Publication Date: 24/11/2022
Deadline Date:
Deadline Time:
Notice Type: Contract Award Notice
Has Documents: No
Has SPD: No
Abstract: The Ombudsman is inviting tenders for the provision of Telephony and call centre services tailored to the needs of the office.
The focus of the service will be to provide a telephony service that:
• is easy to navigate for PSOW service users who call us via our telephone lines to enable them to be connected to the relevant PSOW member of staff in a timely manner.
• is of good audio quality and is reliable and stable regarding connection.
• enables PSOW staff to answer calls via a PC softphone system irrespective of whether they are working in PSOW office or working at Home.
• has good management data reporting
• has call centre functionality to enable calls to be directed to appropriate call Queues, and for those calls to be fairly distributed to front line call handlers.
Current set up
Most staff work in a hybrid manner mainly working from home, but also working from our offices in Pencoed Bridgend on a semi-regular basis.
We have approximately 75 staff each with their own direct dial line extension number.
The PSOW receives telephone calls from various service users either
• direct to a case officer or other member of staff via a direct dial number, or
• by calling our main line telephone line which is then routed via a call centre application to nominated call centre staff.
We currently have the following average call volumes per week:
• 100 x Inbound calls to front line telephony staff via the main Queues
• 200 x Inbound calls to direct line extensions
• 200 x Outbound calls
The PSOW call centre application is currently via an on-premise server.
Call centre staff have dedicated SIP telephones both at home and at PSOW offices in Pencoed. All other staff have dedicated handsets at PSOW office only, but calls are routed via a fully softphone online service (Circuit) when they are working from home.

This notice is also available in the following languages:

CONTRACT AWARD NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address


Public Services Ombudsman for Wales

IT, 1 ffordd yr hen gae, Pencoed,

Bridgend

CF35 5LJ

UK

John Young

+44 1656641156

john.young@ombudsman.wales

http://www.ombudsman.wales/ https://www.ombwdsmon.cymru/

2 Contract Details

2.1

Title

Telephony & Call Centre Service

2.2

Description of the contract

The Ombudsman is inviting tenders for the provision of Telephony and call centre services tailored to the needs of the office.

The focus of the service will be to provide a telephony service that:

• is easy to navigate for PSOW service users who call us via our telephone lines to enable them to be connected to the relevant PSOW member of staff in a timely manner.

• is of good audio quality and is reliable and stable regarding connection.

• enables PSOW staff to answer calls via a PC softphone system irrespective of whether they are working in PSOW office or working at Home.

• has good management data reporting

• has call centre functionality to enable calls to be directed to appropriate call Queues, and for those calls to be fairly distributed to front line call handlers.

Current set up

Most staff work in a hybrid manner mainly working from home, but also working from our offices in Pencoed Bridgend on a semi-regular basis.

We have approximately 75 staff each with their own direct dial line extension number.

The PSOW receives telephone calls from various service users either

• direct to a case officer or other member of staff via a direct dial number, or

• by calling our main line telephone line which is then routed via a call centre application to nominated call centre staff.

We currently have the following average call volumes per week:

• 100 x Inbound calls to front line telephony staff via the main Queues

• 200 x Inbound calls to direct line extensions

• 200 x Outbound calls

The PSOW call centre application is currently via an on-premise server.

Call centre staff have dedicated SIP telephones both at home and at PSOW offices in Pencoed. All other staff have dedicated handsets at PSOW office only, but calls are routed via a fully softphone online service (Circuit) when they are working from home.

2.3

Notice Coding and Classification

32412100 Telecommunications network
100 UK - All
1000 WALES
1010 West Wales and The Valleys
1011 Isle of Anglesey
1012 Gwynedd
1013 Conwy and Denbighshire
1014 South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1015 Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1017 Bridgend and Neath Port Talbot
1018 Swansea
1020 East Wales
1021 Monmouthshire and Newport
1022 Cardiff and Vale of Glamorgan
1023 Flintshire and Wrexham
1024 Powys

2.4

Estimated Total Value

3 Procedure

3.1

Type of Procedure

Single stage

4 Award of Contract

4.1

Successful Bidders

4.1.1

Name and Address of successful supplier, contractor or service provider





Datasharp Uk Ltd

Unit B, Woodland Court, Truro Business Park,

Truro

TR49NH

UK

Simon Allen



www.datasharp.co.uk

5 Other Information

5.1

Reference number attributed to the notice by the contracting authority

TEL1022

5.2

Date of Contract Award

 24-11-2022

5.3

Number of tenders received

11

5.4

Other Information

(WA Ref:126921)

5.5

Additional Documentation

N/a

5.6

Publication date of this notice:

 24-11-2022

Information added to the notice since publication.

Additional information added to the notice since it's publication.
No further information has been uploaded.
Main Contact: john.young@ombudsman.wales
Admin Contact: N/a
Technical Contact: N/a
Other Contact: N/a

Commodity Categories

Commodity Categories
IDTitleParent Category
32412100Telecommunications networkCommunications network

Delivery Locations

Delivery Locations
IDDescription
1017Bridgend and Neath Port Talbot
1022Cardiff and Vale of Glamorgan
1015Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1013Conwy and Denbighshire
1020East Wales
1023Flintshire and Wrexham
1016Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1012Gwynedd
1011Isle of Anglesey
1021Monmouthshire and Newport
1024Powys
1014South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1018Swansea
100UK - All
1000WALES
1010West Wales and The Valleys

Alert Region Restrictions

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

Alert Region Restrictions
There are no alert restrictions for this notice.

Document Family

Hide related notices
OCT416522: Telephony & Call Centre Service
Publication Date: 28/10/2022
Deadline: 11/11/2022
Notice Type: Contract Notice
Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
NOV419634: Telephony & Call Centre Service
Publication Date: 24/11/2022
Notice Type: Contract Award Notice
Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
NOV419634: Telephony & Call Centre Service
Publication Date: 24/11/2022
Notice Type: Contract Award Notice
Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru

Copyright © Sell2Wales