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Notice Details
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Title:
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Telephony & Call Centre Service
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OCID:
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ocds-kuma6s-126064
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Published by:
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Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
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Authority ID:
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AA39790
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Publication Date:
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24/11/2022
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Deadline Date:
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Deadline Time:
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Notice Type:
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Contract Award Notice
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Has Documents:
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No
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Has SPD:
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No
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Abstract:
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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.
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This notice is also available in the following languages:
CONTRACT AWARD NOTICE – NATIONAL
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| SERVICES |
1 Authority Details
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1.1
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Authority Name and Address
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Public Services Ombudsman for Wales |
IT, 1 ffordd yr hen gae, Pencoed, |
Bridgend |
CF35 5LJ |
UK |
John Young |
+44 1656641156 |
john.young@ombudsman.wales |
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| http://www.ombudsman.wales/ https://www.ombwdsmon.cymru/ |
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2 Contract Details
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2.1
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Title
Telephony & Call Centre Service
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2.2
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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.
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2.3
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Notice Coding and Classification
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32412100 |
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Telecommunications network |
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100 |
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UK - All |
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1000 |
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WALES |
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1010 |
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West Wales and The Valleys |
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1011 |
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Isle of Anglesey |
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1012 |
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Gwynedd |
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1013 |
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Conwy and Denbighshire |
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1014 |
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South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion) |
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1015 |
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Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf) |
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1016 |
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Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly) |
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1017 |
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Bridgend and Neath Port Talbot |
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1018 |
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Swansea |
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1020 |
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East Wales |
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1021 |
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Monmouthshire and Newport |
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1022 |
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Cardiff and Vale of Glamorgan |
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1023 |
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Flintshire and Wrexham |
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1024 |
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Powys |
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2.4
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Estimated Total Value |
3 Procedure
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3.1
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Type of ProcedureSingle stage |
4 Award of Contract
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4.1
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Successful Bidders
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4.1.1
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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 |
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| www.datasharp.co.uk |
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5 Other Information
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5.1
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Reference number attributed to the notice by the contracting authority
TEL1022
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5.2
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Date of Contract Award 24-11-2022 |
5.3
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Number of tenders received
11
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5.4
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Other Information
(WA Ref:126921)
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5.5
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Additional DocumentationN/a |
5.6
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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.
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No further information has been uploaded.
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Commodity Categories
Commodity Categories
| 32412100 | Telecommunications network | Communications network |
Delivery Locations
Delivery Locations
| 1017 | Bridgend and Neath Port Talbot |
| 1022 | Cardiff and Vale of Glamorgan |
| 1015 | Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf) |
| 1013 | Conwy and Denbighshire |
| 1020 | East Wales |
| 1023 | Flintshire and Wrexham |
| 1016 | Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly) |
| 1012 | Gwynedd |
| 1011 | Isle of Anglesey |
| 1021 | Monmouthshire and Newport |
| 1024 | Powys |
| 1014 | South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion) |
| 1018 | Swansea |
| 100 | UK - All |
| 1000 | WALES |
| 1010 | West 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
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There are no alert restrictions for this notice.
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Document Family
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Hide related notices
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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 |
|
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NOV419634: Telephony & Call Centre Service
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| 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 |