Unified Communications Tender – Hertfordshire

Unified Communications Tender – Hertfordshire

Replacement of current telephony and Contact Centre system with a Unified Communications solution.

United Kingdom-Letchworth Garden City: Telecommunications services

2018/S 110-250587

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

North Hertfordshire Homes trading as settle
Rowan House, Avenue One
Letchworth Garden City
United Kingdom
Contact person: Julie Sperritt
Telephone: +44 7860874430
E-mail: julie.sperritt@settlegroup.org.uk
NUTS code: UKH2
Internet address(es):Main address: www.settlegroup.org.uk

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://www.delta-esourcing.com
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Other type: Co-operative and Community Benefits Society

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement


Unified Communications

Reference number: 322069258

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Replacement of current telephony and Contact Centre system with a Unified Communications solution.

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: UKH2
Main site or place of performance:

Bedfordshire and Hertfordshire.

II.2.4)Description of the procurement:

Replacing current telephony with a new contact centre and Unified Communications system to benefit approx 300 users. Users encompass:

1) BAU Users: Majority of users. Desk workers that require telephone / soft phone, direct dial extension, Instant Messaging, Mobile App integration, voicemail, call overflow / divert / fwd / transfer, hot desk functionality. Some users also require hunt groups, conference calls, direct dial external number, remote working, integration with HMS/CRM;

2) Contact Centre Users: Contact Centre colleagues, some DLO colleagues. Require BAU plus ACD, IVR, intelligent queueing, email management, tracking across medias, call listening, call recording, wallboard, performance data, multi channel, Email and SMS sending and integration to HMS/CRM;

3) Schemes: 2 types of scheme user:

3a) requiring basic phone only with external direct dial. Currently BT line sufficient;

3b) require external Direct Dial, hunt group (unmanned offices / change location of working).

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: no

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

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
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: no
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: 23/07/2018
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

Duration in months: 6 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 23/07/2018
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

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

The Contracting Authority considers that this contract may be suitable for economic operators that are Small or Medium Enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

For more information about this opportunity, please visit the Delta eSourcing portal at:


To respond to this opportunity, please click here:


GO Reference: GO-201868-PRO-12580428

VI.4)Procedures for review

VI.4.1)Review body

North Hertfordshire Homes trading as settle
Rowan House, Avenue One
Letchworth Garden City
United Kingdom
Telephone: +44 7860874430
E-mail: julie.sperritt@settlegroup.org.ukInternet address: www.settlegroup.org.uk
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: