Dedicated-business telephone network services

Tender description

UK Shared Business Services Ltd acting on behalf of the contracting authority the Advisory, Conciliation and Arbitration Service (ACAS) have put in place a contract to appoint a supplier who will supply a solution to meet the below objectives: (a) workforce management; (b) automated call distribution; (c) reporting; (d) test and transition; (e) compatibility; (f) service level management. 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 GBP ex VAT. The value for the optional extension shall not exceed 400 000,00 GBP ex VAT per annum. UK Shared Business Services Ltd acting on behalf of the contracting authority the Advisory, Conciliation and Arbitration Service (ACAS) have put in place a contract to appoint a supplier who will supply a solution to meet the below objectives: (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 GBP ex VAT. The value for the optional extension shall not exceed 400 000,00 GBP ex VAT per annum.