Devon County Council Call Centre Services Contract
Devon County Council require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure.
United Kingdom-Exeter: Call centre
Section I: Contracting authority
I.1)Name and addresses
County Hall, Topsham Road
Contact person: Mrs Tracey White
Telephone: +44 1392383000
NUTS code: UKK
I.4)Type of the contracting authority
Section II: Object
CP1436-17A Call Centre Services.
II.1.2)Main CPV code
II.1.3)Type of contract
Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve.
The solution should also provide Voice-mail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name.
The expected total contract value is between 600 000 GBP and 800 000 GBP this is based on (10) ten year period.
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network.
The network hosts about 7 000 extensions, spread across approximately 40 sites. Most extensions have an associated DDI number for incoming calls.
DCC has moved to a more flexible method of working and uses a speech recognition directory to send calls to the users’ nominated device, whether this is a desk extension, mobile, home line or a handset in a partner’s location. This is provided by a dual node Netcall Liberty platform. This platform also provides our voice-mail service and some IVR and auto attendant services for some of the smaller contact routes into the authority.
DCC also operates a 60 seat contact centre, based in Tiverton which deals with the majority of incoming calls from the public for Council services. This includes, but is not limited to; Devon Highways, Adult and Children’s Social Care, Registrars and General Enquiries. This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
The contract will be for an initial term of (3) three years with an option to extend the Contract for any period up to a further (7) seven years (2 + 2 + 2 +1) at the sole discretion of Devon County Council. The Estimated Value of this contract is between 600 000 GBP and 800 000 GBP and is based on (10) ten year period.
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
United KingdomInternet address:http://www.devon.gov.uk
VI.5)Date of dispatch of this notice: