Supply and implement Unified Communications System and Contact Centre

Supply and implement Unified Communications System and Contact Centre

To enable strategic objectives relating to customer ‘channel shift’ and improved organisational communications a Unified Communications system with multi channel Contact Centre is required.

United Kingdom-Derby: Integrated telecommunications services

2014/S 016-024487

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Futures Housing Group
PO Box 6458 Asher Lane, Ripley
For the attention of: Procurement Team
DE5 3RE Derby
UNITED KINGDOM
Telephone: +44 8450948300
E-mail: procurementcm2@futureshg.co.uk
Fax: +44 8450948301

Internet address(es):

General address of the contracting authority: www.futureshg.co.uk

Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA15821

Electronic access to information: http://plan2do.supplierselect.com/rfp/

Electronic submission of tenders and requests to participate: http://plan2do.supplierselect.com/rfp/

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Body governed by public law
I.3)Main activity

Housing and community amenities
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Supply and implement Unified Communications System and Contact Centre.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: East Midlands.
NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Futures Housing Group currently utilises Cisco Unified Communications Manager (CCUM) with IPFX. To enable strategic objectives relating to customer ‘channel shift’ and improved organisational communications a Unified Communications system with multi channel Contact Centre is required. The supplier must also provide services to take over supporting the organisations existing Cisco based LAN/WAN infrastructure (currently provided by the existing CCUM/IPFX incumbent).
Organisational communication improvement via telephone, email, instant messaging, video and desktop sharing/collaboration is required, with customers benefitting from multiple communication channel options including telephone, email, SMS, Skype, web chat and video, being managed by our Customer Services Teams via a Contact Centre in a consistent manner at first point of contact. The UC and CC systems must work in a multi site environment supporting fixed (desk based), mobile, remote and flexible working team members using a range of devices.
Existing ISDN based communications are to be replaced with SIP to enable efficiencies, rationalisation and improve organisational resilience and flexibility. Upgrade and/or replacement options for the existing CCUM and IPFX systems will be considered.
Futures Housing Group has identified Microsoft Lync 2013 as a potential UC system and Aspect Unified IP and Enghouse EICC (formerly Zeacom) as potential CC solutions and is seeking proposals by Competitive Dialogue either based upon these systems or upon equal and approved alternatives meeting or exceeding the same capabilities.
II.1.6)Common procurement vocabulary (CPV)

64227000, 32524000, 48510000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Estimated value excluding VAT:
Range: between 400 000 and 500 000 GBP
II.2.2)Information about options

Options: yes
Description of these options: A 3 year contract with option to extend for a further period not exceeding 3 years.
Provisional timetable for recourse to these options:
in months: 36 (from the award of the contract)
II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Legal entity before entering into contract, consortia must be joint and several.
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: As detailed in the Pre Qualification Questionnaire and provided in procedure documents.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to provide evidence of relevant professional risk indemnity insurance.
(2) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice.
As detailed in the Pre Qualification Questionnaire and provided in procedure documents.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
(1) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measures.
(2) A statement of the technicians or technical services available to the candidate to carry out the work under the contract; or be involved in the production of goods or the provision of services under the contract; particularly those responsible for quality control, whether or not they are independent of the candidate.
As detailed in the Pre Qualification Questionnaire and provided in procedure documents.
Minimum level(s) of standards possibly required:
Industry accreditations relevant to any product or system offered.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

competitive dialogue
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 3: and maximum number 6
Objective criteria for choosing the limited number of candidates: PCR Article 18(12)
IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated yes
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

FHICT021
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 18.2.2014
IV.3.4)Time limit for receipt of tenders or requests to participate

24.2.2014 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

14.3.2014
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information

Bidders invited to join the Competitive Dialogue will be expected to attend a bidders day where the Contracting Authority will outline and explain first hand how the dialogue will be approached and how we intend to manage technical asessments and demonstrations.
In order to Obtain information for this tender log on to the ‘Xantive Tender Platform’ web site:
1) Click the link http://plan2do.supplierselect.com/rfp/

2) Click the link ‘I am a respondent’.
3) Click the link “Create a new organization account”.
4) Register an account.
5) Login with new details.
6) Click “Public Projects” link at top right of screen.
7) Click “Create Invitation” for the “FHICT021 Unified Communications and Contact Centre” project.
8) Change Status to Accepted.
9) Complete questionnaire displayed and change status to ‘submitted’.
(MT Ref:111844)

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:21.1.2014