LOT 1 Provision of SIP Communications Support RM6116 4A - AWARD

Tender description

Together Housing is seeking a suitably qualified and capable provider, for the provision of its Session Initiation Protocol ("SIP") Telecommunications support, capable of supporting/providing PCI DSS Type A compliance throughout the provision of service. Such procurement is being conducted through Lot 4A (Analogue Telephony) of the Crown Commercial Services "Network Services 3" Framework (reference RM6116) (the "Framework"). THA is running two (2) concurrent procurements as "Lots" in relation to this provision, which will result in the award of two contracts. This RFQ document forms Lot X of this procurement activity. Further information can be found in the "instructions for completion" section (Section 1.4) of this document. Together Housing currently operates an on-premise contact centre solution, utilising the Netcall Liberty Converse product suite. Calls into such solution are routed via a 0300 platform into two concurrent SIP provisions (with calls apportioned on a managed "Active/Active" allocation basis), before passing into the solution for a CX agent to manage the call. The current SIP operating model also allows for the routing of inbound calls to remote-working CX agents (typically receiving calls via mobile), routing through the Netcall CX solution on an "inbound to outbound" basis to the remote worker. Whilst the vast majority of calls routed through the SIP provisions are inbound, THA also utilises the facility for outbound calls, as may be required by staff in the performance of their duties and with all such outbound calls routed through the SIP (as defined above) via the Netcall solution. THA has further identified a requirement to improve its posture in relation to Payment compliance, and is seeking to attain and maintain "PCI DSS - SAQ A" Compliance across all inbound and outbound calls (where such compliance is relevant within the context of such call). To keep with this operating model, THA is conducting two concurrent, "lot"-based procurements for the Provision of SIP, the procurement model for which being further defined in section 1.4 of this document. Further details regarding Together Housing's specification for this Lot can be found in Section 2 of this RFQ document. Following the completion of the procurement process for this Lot, Together Housing intends to enter into a contract with the winning bidder, under the terms of and contractual template set out within the Framework. Such contract is expected to commence on 15th of July 2024, for a period of Three (3) years, with a single extension option of 12 months incorporated into the agreement and to be exercised at the sole discretion of Together Housing as the Contracting Authority