Published date: 4 November 2019
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Public-telephone services - 64211000
Dedicated-business telephone network services - 64214000
Location of contract
Any region
Value of contract
£1,200,000 to £2,000,000
Procurement reference
DDaT19093
Published date
4 November 2019
Closing date
6 June 2019
Contract start date
26 July 2019
Contract end date
25 July 2024
Contract type
Service contract
Procedure type
Call-off from a framework agreement
A mini-competition or direct purchase from a pre-established framework agreement.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
Yes
Description
***Please note this is an award notice not a call for competition***
Advisory, Conciliation and Arbitration Services (ACAS) currently utilities an Automatic Call Distribution (ACD) and Workforce Management (WFM) tools. There tools are used by "Helpline" and also support a number of other business functions and are critical to ACAS delivering excellent customer service.
This contract is for a supplier to provide the following:
a. Workforce Management
A high availability solution which meets the working patterns and reporting requirements of the ACAS users and one which integrates with the Suppliers ACD and the Customers CRM, WAN and third-party telephony services. The solution will also allow authorised ACAS users to manage working patterns, generate working schedules and manage advisor availability.
b. Automated Call Distribution
An intelligent call routing system which routes callers through an Interactive Voice Response to an ACAS advisor.
c. Reporting
A solution which allows ACAS users to make available MI and to generate reports from which ACAS can optimise the availability and capacity of their citizen facing services.
d. Test and Transition
The Supplier will provide training on their solution to ACAS. The Supplier will also support test activities and transition from the outgoing service providers services to the replacement solution in accordance with the Customers Milestones.
e. Compatibility
The Supplier will be responsible for maintaining compatibility of their solution components for the life of the contract. They will also be responsible for the integration of the Supplier System with Customer Systems where the Customer provides the interface document.
f. Service Level Management
Service level management will be a key part of ensuring an ongoing and successful standard of service performance under the Contract. The performance of selected requirements will be subject to service measurements and service levels, some of which will attract service credits, which will be weighted. The Supplier will also participate in Customer led service and contract reviews.
This contract has been awarded following a further competition against CCS RM1045 Network Services framework Lot 5.
The contract is for an initial 3 year period and has the option to extend for a further 2 years on an annual basis. The value of the initial 3 year period is £1,200,000.00 ex VAT. The value for the optional extension shall not exceed £400,000.00 ex VAT per annum.
Award information
Awarded date
22 July 2019
Contract start date
26 July 2019
Contract end date
25 July 2024
Total value of contract
£2,000,000
This contract was awarded to 1 supplier.
Atos IT Services UK Limited
Address
Second Floor, Mid City Place, 71 High Holborn, London, WC1V 6EA
Reference
Companies House number: 01245534
Value of contract
£2,000,000
Supplier is SME?
No
Supplier is VCSE?
No
About the buyer
Contact name
Ben Oborne
Address
Polaris House
North Star Avenue
Swindon
SN2 1FL
England
Telephone
01793 867005
Website
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Closing: 6 June 2019
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