PROVISION OF TELEPHONY SERVICES

Tender description

This requirement is for the renewal of existing DVLA core telephony services including call charges and line rental. The current contract is due to expire July 2016. However, DVLA have contingency extension options in place to cover services whilst the tender is concluded if required. The majority of services will be delivered to DVLA premises in Swansea, which include the DVLA Contact Centre based at Swansea Vale which handles the main incoming NGN traffic. The Contact Centre is located at SA7 0EE and supports some 1100 staff, Ty Felin located at Fforestfach SA 4AW, supporting some sixty staff with very low usage, and DVLA main site located at Longview Rd SA6 7JL which supports the majority of the DDI traffic and some five thousand staff. However, please note that DVLA also has a number of remote and home workers which could require services across the whole of the United Kingdom. The tender is for continuation of DVLA's voice services, internet access and voice network circuits for the next three years, with the option to extend for two further periods of one year each. Voice services will include but are not limited to delivery of; Non geographic traffic for both 0300 and 0906 numbers Outbound calls Rental of circuits such as ISDN30, ISDN2, analogue lines, broadband circuits, managed internet lines, SIP trunks and WAN links etc. Requirements include reliability of service, online management of our nongeographic call routing, electronic billing and auditing and MI. The requirement should also include capacity and capability to scale provisions in preparation for an extension of the services to provide Telephony to Other Government Depts (OGDs). While it is anticipated that this extension of the Service to OGDs will take place, this will be at the request and discretion of the DVLA.