Telecommunications services

Tender description

The framework is for the provision of telecommunications and network services and can be used by the whole of the UK Public Sector and their associated bodies and agencies, the voluntary sector, charities and/or other private organisations acting as managing agents or procuring on behalf of the Public Sector delivering services of a public nature. The following services will be made available under 10 lots: — data access, — local connectivity, — traditional telephony, — inbound telephony, — mobile voice and data, — paging and alerting, — video conferencing, — audio conferencing, — radio, and — security and surveillance. The scope includes: services which provide the main functionality of a lot; associated technology, equipment and solutions and optional goods and services that enhance, supplement or support the delivery of the Services; and services delivered over the public internet, private networks, the PSN and/or the HSCN. Lot 5 IP telephony solution, is for the provision of end-to-end IP telephony services with the ability to connect to the PSTN. The primary services are: (a) Internet Protocol (IP) telephony services with the ability to make and receive telephone calls by the transmission of voice over an IP based network service, including breakout to PSTN. The scope of this lot includes the technology, equipment and solutions that may be required in the delivery of the primary services of this Lot 5, including but not limited to: (a) design, survey, build, management, support and maintenance for lot 5 services; (b) Internet Protocol (IP) telephony services with the ability to make and receive multimedia messaging over an IP based network service; (c) voice call packages (including voice minutes, volume packages); (d) direct dial in (DDI) ranges; (e) authentication and access management; (f) interconnection gateways to traditional PSTN call delivery services; (g) contact centre functionality and features for the use of buyer. Employees only, including but not limited to: (i) speech recognition software; (ii) automated call distribution (ACD) functionality, including intelligent contact routing (ICR), enhanced queuing and transfer; (iii) intelligent voice response (IVR) solutions involving provision of automated call routing using speech recognition software; (iv) other specialist administrative and reporting tools; (v) call recording and quality management solutions that record calls either for training, development purposes and/or for compliance are also to be considered as within scope of this lot. The Ancillary Services for this lot 5 are optional services that enhance or otherwise supplement or support the delivery and/or the functionality of the primary services and will be set out by the supplier in their catalogue service offers or responses to a further competition. Where the buyer’s requirement spans more than 1 lot they may conduct their competition across more than 1 lot. Buyers will be able to award specific call-off contracts through 2 order procedures including direct award from catalogue and further competition. (i) when a call-off contract is awarded by a buyer without holding a further competition the maximum call-off contract will not exceed five (5) years (60 months); (ii) when a call-off contract is awarded by a buyer in accordance with the further competition procedure the maximum call-off contract period will not exceed a maximum contract period of up to seven (7) years (84 months). Both order procedures allow the buyer to decide the initial period and extension period provided that the total call-off contract period does not exceed the maximum permitted. The conclusion of framework contract(s) will be on the basis of the most economically advantageous tender(s) for each lot and not necessarily those tenders with the lowest price. Electronic auctions may be held by buyers using the framework contract in order to award specific call-off contracts. Lot 10 is for the provision of unified communications solutions to provide a consistent user interface across a range of end-user devices. The primary services are: (a) unified communications products and related services that integrate several messaging and/or voice/video/data applications together and present user access (including reporting aspects) of such tools via a common interface; (b) a consistent user interface across multiple devices providing a cohesive end user experience in accessing 2 or more of the primary services from the following lots: Lot 5: IP telephony solutions; Lot 6: mobile voice and data services; Lot 8: video conferencing services; Lot 9: audio conferencing services. The scope of this lot includes the technology, equipment and solutions that may be required in the delivery of the primary services of this Lot 10, including but not limited to: (a) design, survey, build, management, support and maintenance for Lot 10 services; (b) access real time and non-real time communication services; (c) fixed and/or mobile voice services; (d) email and messaging; (e) paging, alerts and radio; (f) audio and video conferencing services; (g) collaboration tools and integration services; and (h) training. The Ancillary Services for this Lot 10 are optional services that enhance or otherwise supplement or support the delivery and/or the functionality of the primary services and will be set out by the supplier in their catalogue service offers or responses to a further competition. Where the buyer’s requirement spans more than 1 lot they may conduct their competition across more than 1 lot. Buyers will be able to award specific call-off contracts through 2 order procedures including direct award from catalogue and further competition; (i) when a call-off contract is awarded by a buyer without holding a further competition the maximum call-off contract will not exceed five (5) years (60 months); (ii) when a call-off contract is awarded by a buyer in accordance with the further competition procedure the maximum call-off contract period will not exceed a maximum contract period of up to seven (7) years (84 months). Both order procedures allow the buyer to decide the Initial Period and Extension Period provided that the total call-off contract period does not exceed the maximum permitted. The conclusion of framework contract(s) will be on the basis of the most economically advantageous tender(s) for each lot and not necessarily those tenders with the lowest price. Electronic auctions may be held by buyers using the framework contract in order to award specific call-off contracts. Lot 13 contact centre services is the provision of call/contact centre services,for the use of buyer employees only including but not limited to: The primary services are: (a) the ability to make outbound contact and respond to an incoming contact and route the contact to a predefined destination the scope of this lot includes the technology, equipment and solutions that may be required in the delivery of the primary services of this Lot 13, including but not limited to: (a) survey, build, management, support and maintenance for Lot 13 services; (b) supply/support as equipment, commodity and managed services; (c) omnichannel customer experience platform; (d) customer experience management software; (e) DDI and NGN ranges; (f) messaging services; (g) integration with the buyer’s existing telephony platform; (h) interactive voice response (IVR); (i) specialist administrative and reporting tools; (j) automated call distribution (ACD); (k) intelligent contact routing; (l) automatic speech recognition and associated technologies; (m) take back and transfer; (n) intelligent queuing; (o) enhanced routing; and (p) calls/email/web/social media integration. The Ancillary Services for this Lot 13 are optional services that enhance or otherwise supplement or support the delivery and/or the functionality of the primary services and will be set out by the supplier in their catalogue service offers or responses to a further competition. This lot excludes the provision of personnel. Where the buyer’s requirement spans more than 1 lot they may conduct their competition across more than 1 lot. Buyers will be able to award specific call-off contracts through 2 order procedures including direct award from catalogue and further competition. (i) when a call-off contract is awarded by a buyer without holding a further competition the maximum call-off contract will not exceed five (5) years (60 months); (ii) when a call-off contract is awarded by a buyer in accordance with the further competition procedure the maximum call-off contract period will not exceed a maximum contract period of up to seven (7) years (84 months). Both order procedures allow the buyer to decide the initial period and extension period provided that the total call-off contract period does not exceed the maximum permitted. The conclusion of framework contract(s) will be on the basis of the most economically advantageous tender(s) for each lot and not necessarily those tenders with the lowest price. Electronic auctions may be held by buyers using the framework contract in order to award specific call-off contracts.