The organisation seeks to contract with a ‘prime contractor' for the provision and support of a telephony infrastructure which is highly resilient, scalable, performant and which represents value for money. This is to include design, delivery, implementation, support and development of the elements required to deliver these services. The contractor will review current telephony solutions and makes recommendations as appropriate. The scope to include mobile/landline, call contact centre, data and VoIP.
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Helena Partnerships Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address(es):
General address of the contracting authority: http://www.helenapartenrships.co.uk
Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA12041
Further information can be obtained from: Helena Partnerships Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenapartnerships.co.uk
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Helena Procurement Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenahousing.co.uk
Tenders or requests to participate must be sent to: Helena Partnerships Ltd
Helena Central, 4 Corporatiuon Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenapartnerships.co.uk
Contract value: This tender is to supply services to replace and develop the current telephone services used by Helena Partnerships, current services include:— 391 telephone extensions used across 8 Helena sites,— 29 call centre agents,— ISDN circuits and DDI numbers;— 84 standalone exchange lines including care alarm circuits,— Fixed line dialled minutes (average monthly 12 715 minutes local calls, 1 496 minutes national and 9 289 minutes to mobiles),— 1 non-geographic number (0300) number,— 233 mobile phones,— 277 data enabled smart phones (197 Windows Mobile, 63 Android and 17 iPhone),— Mobile data (36 USB sticks),— Mobile minutes (average monthly 7 178 minutes between Helena mobiles, 32 687 minutes to other mobiles, 1 963 minutes to landlines, 1 900 minutes to voice mail),— Applications to Text Message interfaces (monthly average 14 328 text messages),— Data usages (monthly average 800Mbytes), and— Roaming (minimal use).It is expected that the appointed supplier will deliver service improvements to the voice services used within Helena and in particular implement, innovate and develop:— Scalable MultiMedia Contact Centre – whilst the initial functionality requirement will be for telephony, e-mail and SMS text, the organisation wishes to ensure that the solution implemented will have the capability of handling other access channels in the future which may include Social Media (Facebook and Twitter) and Skype.— Telephony for back office staff – the requirement will be to deliver a model which will support the organisation's Flexible Working Strategy and will include:— Fixed desk,— Hot desking within own office,— Hot desking at any of the organisation's offices or sites such as Care Homes,— Mobile working, e.g. in Tenant's homes and off-site locations,— Home working, and— Desktop telephony for partners (typically third sector and SMEs) sharing the Helena's office and must include billing functionality.The solution may be delivered using infrastructure which is located on-premise, co-located in the supplier's data centre or a cloud based solution or any combination of these. The key requirements in this respect are to demonstrate resilience, scalability and value for money.Helena expects the amount of mobile working to significantly increase during the contract term and therefore any response must demonstrate:— Economic scalability for the use of mobile data including the use of 3G, public WiFi and 4G,— Integration between desk-based and mobile phone solutions, and— Appropriate use of unified communications to allow flexibility in the provision and management of new ways of working.A major concern is costs escalating through data usage, and in particular Helena will be interested in the use of:— Corporate (rather than individual) data bundles,— Use of emerging data communications technologies, e.g. 4G, and— Joint initiatives to deploy WiFi connectivity in key areas such as principal housing estates.Helena's Contact Centre will increasingly become the focus for customer contact. As a minimum, the contact centre solution will be required to deliver:— Multiple access channels, i.e. not just telephony, with a “blended workload” approach to agent deployment (i.e. the same agents handling all of the channels and not designated to working with a single channel during specific time periods),— Excellent real-time and historical management reporting,— An interface between the Contact Centre platform and the organisation's CRM system,— Integration which uses CRM data to:— Prepopulate agent screens based on inbound CLI,— Determine workflow based on inbound CLI (e.g. predicting the type of call presented by that particular caller),— Prioritising key customers based on inbound CLI, and— Using homeworking or a similar flexible working model so that there is a requirement for agents to be supported on multiple sites.— The appointed supplier will be expected to work with Helena to implement integration between the contact centre platform and Helena's in house written CRM solution.Estimated value excluding VAT: 1 200 000 GBP
Published: 11 Dec 2012, Receipt by: 14 Jan 2013
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