Computer-related services

Tender 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. 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.