CBC-1239-T-AE Unified Communications Solution

Tender description

The Council (CBC) has adopted flexible working practices and is looking for a Unified Communication solution to support this approach.You are invited to tender for a 3-year contract for the provision of one (or more) Lots making up the provision and ongoing 3rd line support of a new, cloud based, Unified Communications Solution (UCS) for CBC. The Lots you are invited to tender for that make up this UCS are detailed in this notice. The contracts may have up to two 12 month extensions making a maximum total of five years contract length.Suppliers may bid for one or more Lots and there is no limit to the number of Lots a supplier can bid for, nor is there any limit on the number of Lots a single supplier may be awarded. Where a supplier is awarded more than one Lot, CBC may combine the Lots into a single contract. CBC reserve the right not to award any or all Lots. Lot 1: Lot 1 – Provision of Mobile phone hardware CBC currently provides handsets to almost all of its employees. CBC currently uses Apple iPhones for mobile phone handsets. Most of these handsets have reached their end of life due to the age of hardware. The new UCS will see a reduction in the number of handsets required –it is expected in the future only employees who travel for work purposes will need a mobile phone. The current expectation isthat this would be approximately 1,500 employees. Lot 2: Lot 2 – Provision of Mobile voice and data services (via supply of SIMs) CBC requires a mobile voice and data service for employees who have a CBC provided mobile phone. This service needs to available across the CBC areas of operation i.e. across the whole of Central Bedfordshire. Addresses for CBC buildings are listed in Appendix A, with key buildings highlighted; CBC require that a strong voice and data signal is available at these locations. If additional inbuilding solutions are required to ensure that there is a strong voice and data signal, these are to be provided at the vendor's cost. Lot 3: Lot3–Provision and deployment of Session Initiation Protocol (SIP) trunks CBC wishes to procure SIP trunks to provide inbound and outbound calling capability for its Unified Communications Solution.The supplier of the SIP trunks needs to provide a highly resilient solution that can interface with the SBCs in Lot4 selected by CBC. The SIP trunks will need to be compatible with the SBC in Lot4 and the Telephony in Lot5. Lot 4: Lot4 –Provision and deployment of Session Border Controllers (SBC) managed service The supplier of the SBCneeds to provide a highly resilient solution that can interface with the SIP trunks in Lot3 selected by CBC. The SBCwill need to be compatible with the SIP trunks in Lot3 and the Telephony in Lot5. Lot 5: Lot5 –Provision and deployment of Telephony solution A telephony solution is required for approximately 4,000 CBC employees. Microsoft Teams is required for the user interface for Telephony, both on Windows laptops and MacBooks, and mobile phones. CBC is happy for this to be accomplished using Microsoft Teams natively or with a 3rdparty plugin. This is in addition to the mobile phone being used as a conventional phone. Administration is acceptable via Microsoft Teams, a dedicated application or a browser. Lot 6: Lot6 –Provision and deployment of Contact Centre solution A Contact Centre solution is required for approximately 200 CBC Contact Centre employees. Microsoft Teams is preferred to be the user interface for Contact Centre. If Microsoft Teams is used, CBC is happy for this to be accomplished using Microsoft Teams either natively or with a 3rdpartyplugin. Administration is acceptable via Microsoft Teams, a dedicated application or a browser Lot 7: Lot7 –Provision and deployment of Interactive Voice Response (IVR) solution CBC has a requirement foran IVR solution as an initial contact point for incoming calls. Any recommended IVR must integrate with the Telephony solution from Lot5 and the Contact Solution from Lot6. Lot 8: Lot8 –Provision and deployment of Workforce Management (WFM) solution CBC has a requirement for a Workforce Management (WFM) solution to enhance its Contact Centre solution. Any recommended WFM solution must be integrated with, or be interfaced with, the Contact Centre solution from Lot6. Lot 9: Lot9 –Provision and deployment of Meeting Room solution CBC has a requirement for a Meeting Room solution to support our hybrid workplace, using Microsoft Teams as the user interface.Any recommended Meeting Rooms solution must be Microsoft Teams-based and be compatible with the Telephony solution in Lot5. Lot 1: Lot 1 – Provision of Mobile phone hardware CBC currently provides handsets to almost all of its employees. CBC currently uses Apple iPhones for mobile phone handsets. Most of these handsets have reached their end of life due to the age of hardware. The new UCS will see a reduction in the number of handsets required –it is expected in the future only employees who travel for work purposes will need a mobile phone. The current expectation isthat this would be approximately 1,500 employees. Lot 2: Lot 2 – Provision of Mobile voice and data services (via supply of SIMs) CBC requires a mobile voice and data service for employees who have a CBC provided mobile phone. This service needs to available across the CBC areas of operation i.e. across the whole of Central Bedfordshire. Addresses for CBC buildings are listed in Appendix A, with key buildings highlighted; CBC require that a strong voice and data signal is available at these locations. If additional inbuilding solutions are required to ensure that there is a strong voice and data signal, these are to be provided at the vendor's cost. Lot 3: Lot3–Provision and deployment of Session Initiation Protocol (SIP) trunks CBC wishes to procure SIP trunks to provide inbound and outbound calling capability for its Unified Communications Solution.The supplier of the SIP trunks needs to provide a highly resilient solution that can interface with the SBCs in Lot4 selected by CBC. The SIP trunks will need to be compatible with the SBC in Lot4 and the Telephony in Lot5. Lot 4: Lot4 –Provision and deployment of Session Border Controllers (SBC) managed service The supplier of the SBCneeds to provide a highly resilient solution that can interface with the SIP trunks in Lot3 selected by CBC. The SBCwill need to be compatible with the SIP trunks in Lot3 and the Telephony in Lot5. Lot 5: Lot5 –Provision and deployment of Telephony solution A telephony solution is required for approximately 4,000 CBC employees. Microsoft Teams is required for the user interface for Telephony, both on Windows laptops and MacBooks, and mobile phones. CBC is happy for this to be accomplished using Microsoft Teams natively or with a 3rdparty plugin. This is in addition to the mobile phone being used as a conventional phone. Administration is acceptable via Microsoft Teams, a dedicated application or a browser. Lot 6: Lot6 –Provision and deployment of Contact Centre solution A Contact Centre solution is required for approximately 200 CBC Contact Centre employees. Microsoft Teams is preferred to be the user interface for Contact Centre. If Microsoft Teams is used, CBC is happy for this to be accomplished using Microsoft Teams either natively or with a 3rdpartyplugin. Administration is acceptable via Microsoft Teams, a dedicated application or a browser Lot 7: Lot7 –Provision and deployment of Interactive Voice Response (IVR) solution CBC has a requirement foran IVR solution as an initial contact point for incoming calls. Any recommended IVR must integrate with the Telephony solution from Lot5 and the Contact Solution from Lot6. Lot 8: Lot8 –Provision and deployment of Workforce Management (WFM) solution CBC has a requirement for a Workforce Management (WFM) solution to enhance its Contact Centre solution. Any recommended WFM solution must be integrated with, or be interfaced with, the Contact Centre solution from Lot6. Lot 9: Lot9 –Provision and deployment of Meeting Room solution CBC has a requirement for a Meeting Room solution to support our hybrid workplace, using Microsoft Teams as the user interface.Any recommended Meeting Rooms solution must be Microsoft Teams-based and be compatible with the Telephony solution in Lot5.