London Borough of Hounslow Network Support Services Contract

London Borough of Hounslow Network Support Services Contract

Provision of network support for the London Borough of Hounslow covering all voice/data and Wi-Fi network equipment at the Civic Centre.

United Kingdom-Hounslow: Computer-related services

2018/S 024-051170

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Lampton Road, Civic Centre
United Kingdom
Contact person: Mr Kelly Charles
Telephone: +44 2085836861
NUTS code: UKI
Internet address(es):Main address:

Address of the buyer profile:

I.2)Joint procurement


Access to the procurement documents is restricted. Further information can be obtained at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


Network Support Services Contract

Reference number: DN321066

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Provision of network support for the London Borough of Hounslow covering all voice/data and Wi-Fi network equipment at the Civic Centre in Lampton Road Hounslow and 35 other locations in the Borough.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKI

II.2.4)Description of the procurement:

The London Borough of Hounslow is the tenth largest London Borough by area and home to many global and national businesses, Hounslow stretches from Chiswick on the banks of the Thames to Bedfont on the edge of Heathrow Airport. With over 220 000 residents, the Borough encompasses some 12 communities who between them speak over 120 different languages. Its 3 000 staff fulfil a vital role in the local community by providing a range of educational, environmental, social care and housing services.

The London Borough of Hounslow receives over 1 600 000 telephone calls each year and of these, around 240 000 are answered by our dedicated call centres. An Automatic Call Distribution (ACD) and call-routing system is used to accommodate upwards of 75 contact centre staff based on an IP telephony call-processing system, using Unified Contact Centre Express (UCCX) to provide a routing engine and Interactive Voice Response (IVR) capabilities to enable call automation. UCCX has now been extended to 11 areas of the Council and agent head-count is more than 100.

The network support contract covers all voice/data and Wi-Fi network equipment at the Civic Centre in Lampton Road Hounslow and 35 other locations in the Borough. The current network support contract will be extended to 31.3.2018. This includes the Libraries which are currently connected by a third party network. The libraries will be migrated to the main London Borough of Hounslow network by 31.1.2018. A similar Parks service will be migrated into the Hounslow network by the 31.3.2018.

The London Borough of Hounslow will be relocating to a new Civic Centre in Bath Road in Q3 2018. There will be a period of parallel running of the old and new sites of between 3 and 6 months. The old equipment at Lampton Road is mostly end of life and will be disposed of when the old site is closed. The network support contract will provide support to both old and new sites during the phased relocation.

The new site will be equipped with new core switches and fabric extenders in the data centre, new LAN switch stacks in the Comms Rooms on each floor new routers/firewalls and Wi-Fi. It is envisaged that the new equipment will have a manufacturer’s 90-day warranty and that the introduction of new equipment which will require a lower support effort. This should be reflected in the contract price.

At present London Borough of Hounslow has a separate support contact for the unified communications. This is branded internally as the “Work Smart” solution.

The primary SLA for delivery of support at the Civic Centre (old and new) and Fenn House (FHS) will be 24 x 7 x 365(366) and all other sites 8:00 — 17:00 Monday to Friday. The library sites will be supported 8:00 — 17:00 Monday to Saturday.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value

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

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

The network support contract will commence on 1.4.2018 and run for 3, 5 or 7 years (i.e. to 31.3.2021, 2023 or 2025). The London Borough of Hounslow will provide 3 months’ notice of its intention to extend or terminate the contract before the end of the 3rd and 5thyears depending on contractor performance.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

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

Date: 05/03/2018
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

IV.2.7)Conditions for opening of tenders

Date: 05/03/2018
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

London Borough of Hounslow
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:



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