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Summary

OCID:
Published by:: Thirteen Housing Group Ltd (formerly Fabrick Housing Group)
Authority ID:: AA29069
Publication date:: 30 October 2018
Deadline date:: 29 November 2018
Notice type:: Contract Notice
Has documents:: No
Has SPD:: No
Has Carbon Reduction Plan:: N/A

Abstract

The Requirements

Technical Requirements

Fully resilient solution

Ideally a hosted solution i.e. cloud but not definitive requirement

A fully customisable wallboard solution that will allow full configuration, interactivity etc.

Ability to work with current VOIP infrastructure,

Cisco Softphone 8.6.3

Cisco Call Manager 10.0.1.10000-24

Microsoft Teams

Full CTI integration with in-house housing management solution, Orchard Housing 2010A SP13

Fully integrated with current payment infrastructure, AllPay/CallPay

Ability to take payments from outside the contact team scope, for example, on a mobile device.

Single vendor solution i.e. single pane management

Utilise latest VOIP infrastructure such as SIP

Ability to function with current Freephone number

Full 365 24/7 technical support which should include script changes to meet business needs, i.e. public holidays etc and specifically reference service level agreements, in relation to P1/P2/P3 incidents.

Ability to utilise a call-back feature

Ability to work with Office 365 for email channel communication

Business Requirements

True OMNI channel capability, including telephony, email, web chat

Support a ‘Virtual contact centre’ aka home working

Digitised Agent Quality Management solution

Full contact centre reporting capability Inc. custom reports

Ability to explore the possibility of voice analytics and speech recognition

Ability to record all telephony calls with QM in mind including the potential for staff outside of the contact centre.

Ability to easily update IVR’s

Full & comprehensive training for all agents and tailored training for contact team managers.

Compliance Requirements

Full PCI DSS Level 1 Compliant with future legislation in mind

GDPR compliance with retention tagging on recordings / emails etc.

Full notice text

Contract notice

Section I: Contracting authority

I.1) Name and addresses

Thirteen Housing Group Ltd

North Shore, North Shore Road

Stockton-on-Tees

TS18 2NB

Contact person: Ms Sara Vasey

Telephone: +44 3001111000

E-mail: sara.vasey@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.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

https://www.housingprocurement.com

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent electronically to:

https://housingprocurement.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

PCI Compliant telephony solution

Reference number: DN373547

II.1.2) Main CPV code

72212333

II.1.3) Type of contract

Services

II.1.4) Short description

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.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

72212217

72212333

II.2.3) Place of performance

NUTS code:

UKC

II.2.4) Description of the procurement

The Requirements

Technical Requirements

Fully resilient solution

Ideally a hosted solution i.e. cloud but not definitive requirement

A fully customisable wallboard solution that will allow full configuration, interactivity etc.

Ability to work with current VOIP infrastructure,

Cisco Softphone 8.6.3

Cisco Call Manager 10.0.1.10000-24

Microsoft Teams

Full CTI integration with in-house housing management solution, Orchard Housing 2010A SP13

Fully integrated with current payment infrastructure, AllPay/CallPay

Ability to take payments from outside the contact team scope, for example, on a mobile device.

Single vendor solution i.e. single pane management

Utilise latest VOIP infrastructure such as SIP

Ability to function with current Freephone number

Ability to utilise a call-back feature

Ability to work with Office 365 for email channel communication

Business Requirements

True OMNI channel capability, including telephony, email, web chat

Support a ‘Virtual contact centre’ aka home working

Digitised Agent Quality Management solution

Full contact centre reporting capability Inc. custom reports

Ability to explore the possibility of voice analytics and speech recognition

Ability to record all telephony calls with QM in mind including the potential for staff outside of the contact centre.

Ability to easily update IVR’s

Full & comprehensive training for all agents and tailored training for contact team managers.

Compliance Requirements

Full PCI DSS Level 1 Compliant with future legislation in mind

GDPR compliance with retention tagging on recordings / emails etc.

II.2.5) Award criteria

Criteria below:

Quality criterion: Quality criterion / Weighting: 70

Price / Weighting: 30

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48

This contract is subject to renewal: No

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

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

IV.2) Administrative information

IV.2.2) Time limit for receipt of tenders or requests to participate

Date: 29/11/2018

Local time: 17:00

IV.2.4) Languages in which tenders or requests to participate may be submitted

IV.2.7) Conditions for opening of tenders

Date: 30/11/2018

Local time: 09:30

Place:

North Shore Road, Stockton

Information about authorised persons and opening procedure:

Procurement team

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.4) Procedures for review

VI.4.1) Review body

Thirteen Housing Group Limited