Hysbysiad dyfarnu contract
Canlyniadau'r weithdrefn gaffael
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
The Guinness Partnership Ltd
30 Brock Street, Regents Place
London
NW1 3FG
UK
Person cyswllt: - Neil Aitken
Ffôn: +44 2038190076
E-bost: neil.aitken@guinness.org.uk
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: http://www.guinnesspartnership.com/
Cyfeiriad proffil y prynwr: http://www.guinnesspartnership.com/
I.4) Y math o awdurdod contractio
Corff a lywodraethir gan gyfraith gyhoeddus
I.5) Prif weithgaredd
Tai ac amwynderau cymunedol
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
Contact Management Centre
Cyfeirnod: DN612881
II.1.2) Prif god CPV
48333000
II.1.3) Y math o gontract
Cyflenwadau
II.1.4) Disgrifiad byr
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) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.1.7) Cyfanswm gwerth y caffaeliad
Gwerth heb gynnwys TAW: 2 373 431.65 GBP
II.2) Disgrifiad
II.2.2) Cod(au) CPV ychwanegol
72245000
79994000
II.2.3) Man cyflawni
Cod NUTS:
UK
II.2.4) Disgrifiad o’r caffaeliad
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) Meini prawf dyfarnu
Maes prawf ansawdd: Quality
/ Pwysoliad: 60
Price
/ Pwysoliad:
40
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Na
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn gyfyngedig
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Na
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2022/S 000-026371
Section V: Dyfarnu contract
Rhif Contract: DN612881
Dyfernir contract/lot:
Ydy
V.2 Dyfarnu contract
V.2.1) Y dyddiad y daeth y contract i ben
19/01/2023
V.2.2) Gwybodaeth am dendrau
Nifer y tendrau a ddaeth i law: 5
Nifer y tendrau a ddaeth i law gan BBaChau: 0
Nifer y tendrau a ddaeth i law drwy ddulliau electronig: 5
Dyfarnwyd y contract i gr?p o weithredwyr economaidd:
Na
V.2.3) Enw a chyfeiriad y contractwr
8x8 UK Limited
Unit 1-2, 8x8 Bell Business Park Smeaton Close
AYLESBURY
HP19 8JR
UK
NUTS: UK
BBaCh yw’r contractwr:
Na
V.2.4) Gwybodaeth am werth y contract/lot (heb gynnwys VAT)
Cyfanswm gwerth y contract/lot: 2 373 431.65 GBP
V.2.5) Gwybodaeth am is-gontractio
Section VI: Gwybodaeth ategol
VI.4) Gweithdrefnau adolygu
VI.4.1) Corff adolygu
Public Procurement Review Service, Cabinet Office London
London
UK
VI.5) Dyddiad anfon yr hysbysiad hwn
08/03/2023