Find & Win Outsourced Contact Centre Tenders & Frameworks

Contact Centre Solution 2025-29

Supply of a contact centre solution for an Edinburgh based housing association, including support services. Duration of contract = 4+1+1 years.

Replacement Telephony system including contact centre functionality.

Replacement Telephony system including contact centre functionality.

Provision Rostering Solution

A cloud-based scheduling software solution that enables employee scheduling such as work rosters, request leave/days in lieu days, report absence, time tracking for circa 200 employees within contact centre and remote station locations/onboard train crew.Ability to initially set up as a standalone application with end state API connector to integrate to Microsoft Dynamics365 F&SCM solution to provide Single sign-on and automation of workflows and reporting for managing holiday and absence requests/overtime payments.Communication and collaboration using Microsoft TEAMS/SharePoint.

SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)

SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)

SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)

ScotRail Customer Contact Centre

SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspxSuppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.

ScotRail Customer Contact Centre

SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspxSuppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.

LBWF- ARBORICULTURAL SERVICES

The contract will require the specialist arboricultural contractor to provide annual maintenance tothe Councils stock of 52,000 trees (Highway, Parks, Sports Grounds etc) on a four-year cycle,carry out ad hoc tree maintenance, and emergency tree works when required following a similarcontract specification and core service as currently provided.Works will consist of planned pollarding, epicormic growth, tree reductions, general pruning,mechanical protection like root barriers and tree plantingThe contractor will also be required to carry out tree planting as an when required.And the contractor will need to provide an emergency call out service to tackle fallen treesduring weather events providing a single point of contact during adverse weather incidents.The service is a 24hour call out which is provided through their contact centre and will ensureemergency attendance is in place to respond to fallen, damaged and dangerous trees all yearround.The contractor will also need to provide detailed insurance reports when required.

Places for People - South Rings Refurbishment

Places for People wish to enter a contract with an experienced contractor to complete a major upgrade and refurbishment, with mechanical and electrical services, and low carbon technology to their office at South Rings Business Park, Craven Drive, Bamber Bridge, Preston, PR5 6BZ. Places for People is a national housing provider and has offices throughout the UK. The office at South Rings includes a 24 hour customer contact centre, a wide range of organisational business related functions including, facilities for agile working, training facilities and meeting rooms. The form of contract is likely to be a JCT Design and Build with contractor’s design portion. Places for People will be responsible for procurement and installation of FF&E. The office was built in 2008 and is now due a major refurbishment. The successful contractor will be required to begin construction work in March 2024 and complete the project in March 2025. All employees currently based at South Rings will be decanted and relocated for the duration of the project, however a maintained access may be required to maintain and respond to the onsite data centre.

NHS 24 Contact Centre Customer Relationship Management System

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM) and Contact Centre.NHS 24 wishes to award a contract with a suitably qualified supplier to provide an integrated Contact Centre and CRM system. This would be a contract for 5 years plus 2 year extension for a user friendly integrated system provided as software as service and cloud hosted. This would include:-Technical platform implementation, maintenance, and support- Customisation of workflows and process automations- OMNI-channel ready, including high availability/high resilience.- Availability of ‘Out-of-the-box’ Management Information and Business Intelligence- Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management).NHS 24 are interested in hearing from suppliers who can deliver a fully functioning integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice.Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.Potential bidders are encouraged to attend an event on Friday 15th December 2023 – 9:30 to 1pm where presentations from NHS 24 will supplement the information in the bidders pack with the aim of providing useful information about NHS 24 and the procurement. This will be held via Teams and if you wish to attend, please provide an e-mail address and contact details via the Message Board in PCS-Tender, and you will then receive an invite next week to join the event.

NHS 24 Contact Centre Customer Relationship Management System

The NHS 24 Digital Transformation Programme is exploring options for replacement of several of the information technology solutions used to deliver services to patients in Scotland. This document and procurement process are focused on finding solutions for an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely .

Call Centre Solution

To procure a cloud omni-channel contact centre solution for contact centre teams to use to communicate with residents, customers, and colleagues.

DWP Digital Channels Contact Centre (DC3)

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (IVR), advisor skills based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies.The contract will be based on the Model Services Contract (“MSC”) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (“GLD”), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and Procurement Policy Notes (“PPN”). The MSC will be further amended in line with the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of this requirement.

ITT for the Provision of Out of Hours, Scheduled and Overflow Contact Centre Services

Working in partnership with Accent and its other agencies to enable delivery of its corporate strategy in an efficient manner, Accent are looking for a single Contractor to deliver high quality comprehensive Out of Hours Contact Center Services. Including but not limited to:Out of Hours Contact Center Call Handling,Planned / Scheduled call handlingOverflow Call HandlingThe successful Contractor will have an experienced skill set and a proven track record of providing a similar out of hours contact center provision.A combination of key proposals for service delivery, strong quality offerings, and contract management alongside keen commercial pricing are fundamental parts of this contract, with high expectations of the appointed Contractor’s abilities to support and add value to Accent in a tangible and meaningful manner.Initial contract term is 36 months ( 3 Years) with the option to extend by 1 x 12 months - at Accent's discretion.Date of Publication: 21st July 2023Closing Date & Time: 21st August 2023 at 13:00hrsAll correspondence must be via the Proactis eTendering portal:https://procontract.due-north.com/No email correspondence will be responded to.

PURCH2254 PROVISION OF A CONTRACT AGREEMENT FOR TEAMS TELEPHONY AND CONTACT CENTRE

PURCH2254 PROVISION OF A CONTRACT AGREEMENT FOR TEAMS TELEPHONY AND CONTACT CENTREThe general scope of this procurement is for services to support the phased migration to Microsoft Teams Voice. The University are looking to engage a supplier to provide the design, any associated hardware, the installation / configuration / commissioning and support services.Please refer to the PURCH2254 Invitation to Tender Goods or Services FINAL document for additional information and specification.

PURCH2254 PROVISION OF A CONTRACT AGREEMENT FOR TEAMS TELEPHONY AND CONTACT CENTRE

PURCH2254 PROVISION OF A CONTRACT AGREEMENT FOR TEAMS TELEPHONY AND CONTACT CENTRETender documents available from Public Contracts Scotland.Tender returns should be submitted via Public Contracts Scotland, no paper copies will be accepted. Should paper tenders be submitted, they will be rejected. Further to this any questions or communications regarding individual tender exercises must be sent via the Public Contracts Scotland Portal. Tender queries received through any other channel will not be answered. Should users of Public Contracts Scotland have any problems with the web site they should contact website Support Desk, contact details can be found by following the ‘Contact Us’ option on the left hand menu at http://www.publiccontractsscotland.gov.uk/default.aspx

Telephony Contact Centre System Replacement - South Norfolk District Council and Broadland District Council

You are invited to tender for the provision, maintenance and support of our contact centre telephone system for South Norfolk Council and Broadland District Council ("The Councils) Procurement Ref: 165/SN/22. The tender will be in the form of a further competition in accordance with Crown Commercial Service’s (CCS) procurement framework RM3808 Lot 4. The contract will be awarded in accordance with the framework documentation.

Out of Hours, Scheduled and Overflow Contact Centre Services

We are seeking expressions of interest from suitably qualified and experienced suppliers to provide high quality Out of Hours, Scheduled and Overflow Contact Centre Services for Accent when its customer contact centre is closed. The supplier will support Accents customers by delivering an exemplary level of customer service and work in partnership with Accent to enable delivery of its corporate strategy. It may also be necessary for the supplier to monitor digital communications such as e-mail, web enquires etc. The supplier will be required to capture and log all information via Accent’s internal systems therefore the supplier must have the appropriate ICT hardware and secure internet access.

Supply of a Cloud Teams Telephony and Integrated Contact Centre Solution

Supply of a Cloud Teams Telephony and Integrated Contact Centre Solution

CWC22183 - Omnichannel

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact.Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Council’s Revenues & Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centred services, which deliver value for money.Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24/7 access to their Council queries without human interaction - Chatbot. The solution must also include Webchat functionality - the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution.The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs.

NHS Prescriptions, Cards & Print

This is for the provision of the framework agreement for the NHSBSA and wider health family to provide secure forms, non secure forms, personalised printed products, NHS Cards and Health Insurance Cards. <br/>The current requirement is to provide an agreement to produce and distribute personalised cards and/or paper certificates and/or digital exemptions and/or documentation for:<br/><br/>- Medical Exemption (Medex)<br/>- Tax Credits (TC)<br/>- European Health Insurance Card (EHIC)<br/>- Global Health Insurance Card (GHIC)<br/>- NHS Pension payroll information<br/>- Covid Pass<br/><br/>To provide an online ordering portal and customer contact centre with catalogues to order secure and non secure forms:<br/><br/>The Secure catalogue consists of prescription forms used in England and Wales and can either be personalised pads or non-personalised single sheets.<br/><br/>The Non-Secure catalogue consists of national products used across the NHS; these range from dental record cards to specialist neonatal screening cards, multipart patient record and information packs. In addition, the Help with Health Costs catalogue consists of a number of leaflets, posters and application forms which enable certain patients to receive financial assistance with elements of their healthcare.

Cisco WebEx Contact Centre for Clearing

Cisco WebEx Contact Centre for Clearing

NHS 24 - Strategic Partner supporting the Digital Transformation Strategy and Infrastructure Refresh.

Objectives:It is NHS 24’s objective to replace the existing CRM and telephony system with a new, reliable and flexible infrastructure platform which can act as an enabler to deliver NHS 24’s strategic ambitions.The commercial discussions around the new infrastructure will be complex and detailed. Ensuring that NHS 24 achieves value for money is another key objective given the level of public money that will be invested and a full business case will be required.The existing telephony and CRM system has been in place for over a decade and during that time has been customised and adapted to meet various operational pressures. Unpicking the system and moving onto the replacement infrastructure will need to happen with no interruption to the 24/7 service. Ensuring a smooth exit process will be critical to the success of this work.The final key objective is around developing the digital and online services that NHS 24 offers incorporating. This would improve the patient journey and widen the choice and opportunities for accessing the care people need. An enormous amount of work is needed to develop the offering in this evolving and fast paced environment..Scope of Service:Focusing on the contact centre, a high level solution map of the requirements taken from the service has been developed. This solution agnostic view will form the basis of the requirements that the new set up will need to deliver. High level requirements have been gathered over the last few months however, no options appraisal or soft market testing has taken place. The solutions map highlights the interrelated nature of the current set up and it is anticipated there will be a need to integrate the replacement technologies..A Programme Director would be expected to run the programme and be responsible for the success of the implementation. They would sit on, and integrate with, the Executive Management Team, acting as a critical friend and driving the delivery of the programme. They would bring technical expertise and experience to liaise with potential suppliers, while being able to translate those discussions for the technical people highlighting the key risks and benefits. It is expected the Programme Director would agree the resource requirements from a mix of internal and external resources and develop the delivery plan as soon as possible..The ICT and Project Team are focused mainly on the business as usual work. It is anticipated that the digital transformation programme will come to dominate the work across the whole organisation as it moves towards the implementation phase. Developing the in-house teams and ensuring a comprehensive knowledge transfer is a key component of the tender..The scope of the work will cover evaluating the existing ICT hardware / infrastructure, software and ICT services that are mainly embedded within two managed service contracts that end October and November 2025. There are practical decisions required as to how best to provide those services going forward including which software is used, particularly, but not exclusively, for a CRM system and the infrastructure it sits on. The strategic partner will support NHS 24 through the end to end process from requirements gathering; developing the full business case; procurement; the end of our existing contract; to implementation and early life support of the new infrastructure. It is anticipated this will be completed by March 2026.

Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS

To provide Out of Hours (OOH) call handling service from our OOH hub in RochdaleProposal includes the following services;• Fully managed OOH service covering the existing opening hours of 4.30pm-• 9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and• all Bank Holidays 24hr• All systems and licenses relevant to the delivery of the service• Automated Management information• Monthly service review meetings• KPIs as per the current contractResource and Planning• Forecasting and Planning• Long term capacity Planning• Short term Planning• Performance Analysis• Scheduling• Holiday Management• WFM Administration• Intraday Performance Management• Reporting

Teams Contact Centre software solution

Cantium Business Solutions (Cantium) is a Local Authority Trading Company (LATCo), whose ultimate parent company is Kent County Council (KCC). Cantium provides ICT Managed Services to its customers across the UK within the Education, Local Authority, Health, and the Private sector. As a LATCo, we are proud of our Public Sector heritage, which has given us a foundation in business delivery and infrastructure insight. This uniquely enables us to drive innovation and progressive practices to deliver the best value for our clients.Cantium is looking for a Teams Contact Centre Software Solution for use primarily by ourselves but with the option to resell to our customers.Any contractual offer made will be against a zero-value agreement as any sales will be based on best value for ourselves and for our customers.This Agreement is for a 36 months term based on an initial fixed 12 month period, after which a 3 months break clause may be applied to the balance of the term by the buyer. The contract will expire in its entirety after the 36 months unless the break clause is applied earlier, or it is extended.The buyer has the right to request up to two x 12-month extensions to this contract, providing the supplier with a minimum notice of 30 days prior to the contract end date. Therefore, the maximum possible contract length will be 60 months.Further background and technical information can be found within the Invitation to Tender (ITT) documentation.Expressions of interest will only be accepted via the Kent Business Portal. In order to submit your interest in this opportunity please select the ‘Login and Express an Interest’ button. Please note that to successfully submit your interest you will first need to register for a Supplier account.Please direct all questions and communication through the Kent Business Portal via the Message facility. Communication will not be accepted via any other vehicle.

Welfare Benefits, Debt and Budgeting Advice Services

Torus are looking to appoint a suitably experienced supplier to provide Welfare Benefits, Debt and Budgeting Advisory Services to Torus Tenants and their households. This service is currently carried out by a mix of our in-house Financial Inclusion Team and outsourced contract.Prevention, education and awareness campaigns for staff and customers also need to be part of the provision, especially when there is a change to benefits or new legislation which will impact customers. Monthly update bulletins of any changes to welfare reform and debt will be required to share with Torus colleagues and stakeholders.Torus’ customers comprise of individuals and families who need help with welfare benefits advice, debt advice and budgeting advice. 20% are customer self-referrals via Torus’ contact centre or website, whilst the majority i.e. 80% of referrals are received from staff members within the wider Torus Group or by staff from partner agencies working with Torus customers.For the first two years of the contract there will be approximately 3,500 referrals per annum, split between welfare benefits advice, debt advice and budgeting advice.

Contact Centre Services

The requirement is for the provision of Contact Centre Services to support TfW

P0787 Provision of Responsive Repairs and Maintenance Services, Gas and Heating Servicing, Capital Improvement Work including Major Adaptions and Retrofit Works to Council Housing Stock

Birmingham City Council is the largest local authority in Europe and one of the largest social landlords in the country with a stock portfolio of approximately 60,000 properties. The Council wishes to establish a contract to provide a day to day repair service, (including 24 hours cover for emergency repairs); repair work to void properties prior to re-letting; cyclical repairs; planned maintenance and improvement programmes; retrofit works to the Council’s housing stock to reduce carbon impact, disabled adaptations; inspection services; planning supervisor services; design specification; work planning and quality control, together with customer relations and the appropriate financial and administrative support. The scope of the gas and heating installations, servicing and maintenance workstream will include providing an annual service to all appliances, in line with the Council's statutory obligation. The specification requires a full service and not just a safety check and to carry out all gas and heating repairs and supplying and fitting any parts. Obsolete boilers are currently replaced at the discretion of the Council through its capital programme. The Call Management function will be carried out by the Council’s in-house corporate contact centre function supported by Contractors with an out of hours service (call handling and carrying out emergency repairs). Contractors will be expected to work with the in-house service and interface with its systems to provide an effective repair reporting facility. The contract will be for a period of five years with the option to extend for one further period of five years. The Council will be using bespoke contract terms, which will contain a no-fault break clause provision. Pricing will be based on a ‘price per’ approach (PPP/ PPV/PPGH), with a limited set of exclusions, a basket rates for planned works and standalone projects separately priced. The Council is committed to providing quality services to customers. Contractors are expected to assist the Council in achieving and furthering this objective through continuous service improvement and improving value for money. The Council has established key performance indicators which the contractors will be expected to consistently meet.Under this contract the contractors and their supply chains will be required to actively participate in the achievement of the Contracting Authority’s social, economic and environmental objectives. Accordingly, contract documents may relate to social, economic and environmental considerations.

Supply of an Enterprise Voice and Customer Contact Centre Solution

Supply and implementation of services / capabilities covering our enterprise voice and customer contact management, for example;o Dial-plan management for 100 users of standard telephony serviceso ‘Work Anywhere’o Voicemailo DDI call routing including interfacing with our SIP serviceso IVR for main number and contact centreo Call handling / routingo Task managemento Call recording, including PCI / DSSo Integration with Civica Cx (Housing Management System) and Microsoft O365o Service reportingo Future AI capabilities, for example ‘virtual’ agentso Future Omni-channel management

Supply of an Enterprise Voice and Customer Contact Centre Solution

Supply and implementation of services / capabilities covering our enterprise voice and customer contact management, for example;o Dial-plan management for 100 users of standard telephony serviceso ‘Work Anywhere’o Voicemailo DDI call routing including interfacing with our SIP serviceso IVR for main number and contact centreo Call handling / routingo Task managemento Call recording, including PCI / DSSo Integration with Civica Cx (Housing Management System) and Microsoft O365o Service reportingo AI capabilities, for example ‘virtual’ agentso Omni-channel management

NCH Out of Hours Contact Centre Operations

NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about servicesb.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel. d.Support customers with any technical difficulties in accessing services on Mobile App & Websitee.Transfer calls to repair and operational teams where specialist advice or support is required.

425 - Support at Home Assistive Technology and Mobile Response Service

Our aspiration in Wigan is a transformed and sustainable health and care system in Wigan Borough. This will be a system that is focused on what keeps people well and in control of their lives.A core part of this aspiration is investment in technology-based solutions that support independent living for people with additional needs in their own homes and within Sheltered Accommodation developments for older people in Wigan Borough.Our expectations are for a service with 3 elements that will make available:• A portfolio of technology for people to use in their homes which includes installation renewal and updated technology as it becomes available, along with the ordering and storage of equipment, responsible disposal, refurbishment, and recycling of equipment.• A mobile response service that attends people in their homes in response to alerts from the technology and provides personal care services and appropriate lifting• A contact centre service to deal with alerts and calls from the technology and to liaise with the mobile response service.There is an additional requirement to carry out personal care services and lifting as and when required for tenants living in Sheltered Accommodation.

Contact Centre System

ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system.ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid. ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT.It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.

Cirrus Consortium Agency Labour and Recruitment Services Framework 2022

Professional services staff (including, but not limited to, administration, contact centre, IT, finance, HR, legal, specialist consultant, housing services, asset management staff), provision of temporary workers.

Field and Monitoring Service

The Authority is looking for a single supplier for the provision of FMSas part of the EM Future Service programme. The FMS supplier isresponsible for:Installing, configuring, testing, repairing/replacing and removing monitoring equipment from individuals.Operating the Contact Centre which acts as the single point of contact for all services provided as part of EMOperatingthe monitoring service which undertakes all monitoring, includingsubject monitoring, technical monitoring and contact centrefunctionality.The field service is also responsible for:Instructing subjects on the use of equipment and any technical tasksthey need to undertake e.g. charging of Devices and any adjustments tomonitoring equipment, subject compliance and well-being visits.Field Officer scheduling and logistics management and the provision of suitable tool sets.Monitoring equipment stock management to ensure there is enough stock to meet demand.This is a critical service for the MoJ requiring the development of astrategic partnership with the MoJ. The MoJ may, during the contractterm, add to or amend the scope of EM in accordance with ministerialambitions and their longer-term strategy.Although the MoJ is thecontracting authority for the procurement of FMS and will be thecontracting counterparty for FMS, it intends to allow other governmentdepartments and arms-length bodies to have access to FMS via itscontract as service recipients who may add further service required. Theintegration, collaboration and delivery of MDSS and FMS together as asingle service is critical to the successful delivery of EM, so theprocurements will be run broadly alongside each other and lead toaligned implementation and go-live of the new EM service.Supplierswho bid for FMS may also bid for MDSS and, subject to the MoJ’srequirements in each procurement process, the same supplier may beawarded the contracts for both MDSS and FMS.

Out of Hours Emergency Telephony Service

Aberdeenshire Council has a statutory requirement to deliver an out of hours emergency telephony service for Adult & Children’s Service Provision, Homelessness, Housing Repairs, as well as for the reporting of dangerous buildings.Aberdeenshire citizens requiring access to emergency Social Care/Social Work or Homelessness services, must be able to request this by calling the Aberdeenshire Council Social Care line on 03456 08 12 06. This will be diverted to the supplier’s contact centre out of office hours.

Home Oxygen Service for the South-West Region

NHS Devon would like to invite suitably qualified and experienced providers to tender for the provision of a Home Oxygen Service for the South West Region.NHS Devon is procuring the Services as Lead Commissioner on behalf of all South-West Integrated Care Boards.The Service involves the provision of oxygen equipment, consumables and related services in the homes of service users resident in the South-West of England.NHS Devon, as lead contracting authority on behalf of 7 Integrated Care Boards, is looking to commission Services that provide:• A high level quality• An innovative and greener NHS service with net zero ambition.• A cost effective and efficient service with flexible delivery and installation that improves quality of life for service users.• Service users are supported to ensure they receive a safe and clinically effective treatment.• An equitable service that reduces or eliminates disparities in health outcomes, with a particular focus on those at greatest risk based on social conditions.The Services the Supplier shall carry out include (but is not limited to) the following:• Provide a Customer Contact Centre staffed appropriately 24 hours a day• To receive and process HOOFs and make contact to arrange delivery;• Supply and install the Equipment as directed by the HOOF;• Train the Service User and/or the Carers and ensure that such training is effective• Provide a User Manual to Service Users and clinicians as appropriate• Re-supply and re-stock oxygen supplies;• Reimbursement of electricity costs for Service User's Accounts using static concentrators including self-fill and Transportable (where it is used as the primary source);• Provide Secondary Supply arrangements for use at alternative premises (e.g. secondary addresses; respite; schools)• Supply and service equipment to HOS-AR where applicable• Service and maintain the EquipmentThis processed is being administered by NHS South, Central and West Commissioning Support Unit (SCW) on behalf of the Commissioner(s).

Homes England - Mid-Rise Remediation Scheme

Following the tragedy at Grenfell Tower on 14 June 2017, industry-wide reviews of building materials, regulations and fire safety led to DLUHC commissioning The Agency to deliver the Mid-Rise Remediation Scheme (“MRRS”).The core objective of MRRS is to remediate fire safety risks in the external walls of eligible buildings through the provision of grant funding to Responsible Entities.This procurement and the resulting contract cover services over three phases summarised below. The service requirements and obligations of the Service Administrator in relation to the administration of each phase are set out in detail in Schedule 2.1 – Services Description Schedule of the published ITT documents.Implementation – Includes the services and obligations on the Service Administrator in relation to the operational set up of the scheme including the configuration of a digitally enabled grant application system from.Operations – Includes the services and obligations on the Service Administrator in relation to the core operational delivery of the scheme in order to perform back office and contact centre services to respond to applications for grant monies under the MRRS. This phase also includes the services and obligations on the Service Administrator in relation to the maintenance of the digital platform.Exit – Includes the decommissioning of the services.The initial period of this contract is 28.5 months (4.5 month implementation period followed by 24 months of operations) with the option to extend for a further 5 x 12 month periods.The value of the initial 28.5 month period has been estimated as £6.1 million.

P-2206 Workforce Management Tool

Translink requires a Contractor to supply a Workforce Management Tool for the Translink Contact Centre. Your response must be submitted via the relevant Call for Tender (CfT) on the eTendersNI portal. Instructions on how to submit your response can be found within the Interactive Walkthrough on the eTendersNI Homepage. No other method of submission will be accepted.

The Provision of Emergency Contact Centre Simulation Psychometric Testing Services and a Supporting Web-Based Delivery and Management System

The Provision of Emergency Contact Centre Simulation Psychometric Testing Services

The Provision of Emergency Contact Centre Simulation Psychometric Testing Services and a Supporting Web-Based Delivery and Management System

The Provision of Emergency Contact Centre Simulation Psychometric Testing Services and a Supporting Web-Based Delivery and Management System

TfL 95743 Contact Centre Outsourced Services Framework

Lot 1 - Full Contact Centre ServicesTelephonyCorrespondenceFulfilmentTechnology, Support & Development

Contact Management Centre

Phase 1• For approx. 400 contact centre colleagues• New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications,• digitalising workflows, workforce optimisation and improving both the customer/agent experience,• creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs• Improving Self Service options, optimising the verification processes• innovative ways to handle ‘call overflow’ through careful management and consideration is• Better call quality Management• Optimising inbound / outbound calls with intelligent call routing and a blended workforce• New and improved ways of gathering data for intelligent realtime reporting• Integrations into All Pay depending on decision around renewal in Feb 2023• Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ieally providing a 365 degree view of all omni channels• Dynamic 365 expertise to be provided as part of the project• Seamless connected channels of communication• A singular Managed Service where continuous improvement is shared between both partiesPhase 2• Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn’t include upgrading video conferencing capabilities as these will be looked at as part of a separate project• Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365• Phase 2 doesn’t include integration with Zoho or any other CRM legacy systems

Parking Services. Lot 1 - Business Processing, Lot 2 People & Resources, Lot 3 Abandoned Vehicles and Vehicle Relocations

The core scope and purpose of the Parking Services Business Processing Solutions Contract is to: Deliver business processing solution for management of the kerbside Provide the management of all statutory processes Contact centre and management of all contacts Management of all permits and permit processing Management of suspensions processing Camera enforcement processing Payment processing

HCC 04/22 - The Provision of a Children's Contact Centre

Please refer to Schedule 1 - Specification for full details of the Service by logging in to https://in-tendhost.co.uk/supplyhertfordshire/aspx/Home Please note the total value referred to below is the total value of the Contract inclusive of any extension.This procurement is an Open (one stage process). Organisations wishing to take part in this project are invited to ‘express interest’ which will give access to the full procurement documents in the e-tendering system. To be considered as a Bidder you must complete and submit a Bid by the deadline of 12:00 Noon on 30th May 2022Please allow sufficient time to make your return, as Tender submissions cannot be uploaded and submitted after this return deadline.Any questions relating to this procurement must be made via correspondence on the website, in accordance with the procurement documents and can be addressed to the main contact as shown in the details above.Tenderers should be aware that due to the nature of the Services provided, any Contract formed as a result of this procurement process shall be executed as a deed. Tenderers should seek independent legal advice on the implications of this prior to submitting their Tender, where appropriate.Please Note the TUPE Employee Liability Information for this procurement has been provided along with other documentation for this procurement. TUPE related information is personal data and must be protected in accordance with the requirements of Data Protection legislation and must also be kept confidential. Therefore, by accessing this Tender via Supply Hertfordshire and then the View Details button and accessing the documentation for this procurement, Tenderers agree to undertake to treat the information as confidential and commercially sensitive at all times

Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations

Lot 1 (Customer Contact and Operations) will deliver and integrate front-office (contact centre) services to support digital self-service transactions, requests, queries and complaints, through webchat, messaging and telephony. The supplier shall also deliver back-office services to manage and process non-digital customer interactions through telephony and post, and support vulnerable and digitally excluded customers.Please note the total contract value is made up of two parts. The committed and approved spend to deliver the core requirements for this service totalling £208,000,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling £67,800,000 which require additional approvals. By way of background, NS&I provides services to other government departments via B2B offer, called Government Payment Services (GPS). NS&I GPS offers modern, secure and competitive banking and payments services to all government departments, agencies and public sector organisations. Current B2B services include Help to Buy, Help to Save, 30 Hours of Childcare, Tax Free Childcare and Court Funds Office. There is potential for B2B services to be delivered through this contract in future, hence the additional allowance.

Merseylink Services

Merseytravel are seeking bids from transport operators for the Merseylink Service.The Merseylink service provides a membership-based door to door service for people of Merseyside with physical, sensory or cognitive impairments, or who are unable to access or use mainstream public transport without insurmountable difficulties.Membership of the scheme and bookings are managed day to day within the Merseytravel customer contact centre with operators providing resource-based contract provision for specified vehicles and drivers operating 10 hours per day/365 days per year.It should be noted that there is the potential for TUPE to apply to these contract renewals and operators when bidding can also submit alternative bids.

Merchant Services - Payment Card Processing

Northumbrian Water Limited (NWL) has a requirement for the provision of Merchant Services.Merchant Service providers are there to collect the secure funds for any credit or debit card payments taken via the Contact Centre, automated payment line, website and mobile application for both Northumbrian Water and Essex & Suffolk Water customers. We require both gateway and acquiring services, including apple pay and google pay processing capabilities.For each individual Merchant ID, settlement funds are to be deposited into our bank accounts for NWL and ESW in a timely manner, to ensure reconciliation is carried out daily.Chargebacks are to be debited individually from our main bank accounts and pre debit notifications are to be sent.The Merchant Service provider is responsible for ensuring that Northumbrian Water Ltd are PCI compliant (more details below).The contract arising from this competitive tendering exercise is for three years commencing on 1 February 2023 with an implementation period from 1 September 2022.NWL currently has 5 operational MID's.1 x MID (1.1) for E-Commerce transactions for Northumbrian Water Ltd website (www.nwl.co.uk) and app. Payments are processed via an I-Frame provided by our current merchant services provider.1 x MID (1.2) for E-Commerce transactions for Northumbrian Water Ltd T/A Essex and Suffolk Water website (www.eswater.co.uk) and app. Payments are processed via an I-Frame provided by our current merchant services provider.1 x MID (1.3) for MOTO transactions via Contact Centre operatives for Northumbrian Water Ltd and Northumbrian Water Ltd T/A Essex and Suffolk Water. Service provided via Semafone.1 x MID (1.4) for MOTO transactions via an automated payment line for Northumbrian Water Ltd and Northumbrian Water Ltd T/A Essex and Suffolk Water. Service provided via Semafone.1 x MID (1.5) for both E-Commerce and MOTO transactions via an independent income team for Northumbrian Water Ltd. Service provided via Semafone for telephone payments and payments are processed via an I-Frame provided by our current merchant services provider for online payments.Additional informationSemafone migrationMOTO payments made by customers with Contact Centre operatives, and via an automated payment line are secured through Semafone secure payments solution.The existing Semafone service, hosted through a private hosting partner, will be migrated as part of a telephony platform provider in the coming year to the Semafone Cloud service. This will see NWL moved from PCI Self Assessment Questionnaire (SAQ) D to SAQ A for MOTO payments, with Semafone wholly responsible for the PCI DSS environment.SAQ A is described as:SAQ A is for e-commerce/mail/telephone-order (card-not-present) merchants that have fully outsourced all cardholder data functions. No electronic storage, processing, or transmission of any cardholder data on the merchant's systems or premises.PCI complianceWe are currently fully compliant for PCI and require our merchant service provider to ensure we retain our compliance.1 x MID (1.1) for E-Commerce transactions for Northumbrian Water Ltd website (www.nwl.co.uk) and app. Payments are processed via an I-Frame provided by our current merchant services provider, and we would require any new service provider to provide this service to ensure we are PCI compliant.1 x MID (1.2) for E-Commerce transactions for Northumbrian Water Ltd T/A Essex and Suffolk Water website (www.eswater.co.uk) and app. Payments are processed via an I-Frame provided by our current merchant services provider, and we would require any new service provider to provide this service to ensure we are PCI compliant.1 x MID (1.3) for MOTO transactions via Contact Centre operatives for Northumbrian Water Ltd and Northumbrian Water Ltd T/A Essex and Suffolk Water. Service provided via Se

Unified Communications Solutions Framework

Nottinghamshire County Council (NCC) is seeking to establish a single provider framework for the supply and management of supporting telephony infrastructure. The requirement is being let as 3 lots:Lot 1. Telephony Infrastructure (traditional and SIP based)Lot 2. Mobile Voice & Data provisionLot 3. Contact Centre platformAll the above 3 lots will be awarded to a single Supplier. Bidders must note that the Council will only accept bids from Suppliers who are able to deliver the requirement in full inclusive of these 3 lots. Suppliers bidding for only one and / or two lots will be rejected.The Council recognises that Suppliers may not be able to deliver all these services directly themselves and may need to work in partnership through sub-contracting arrangements with other more specialist Suppliers. The Council welcomes these arrangements and bidders will be given the opportunity to outline their delivery of these services as part of their bid proposals

The supply of a Cisco Webex Contact Centre and Direct Routing supporting infrastructure for Teams Phone

Bristol City Council wishes to appoint a provider for the supply of a Cisco WebEx Contact Centre Solution, Microsoft Teams Phone Direct Routing and the supporting SIP Trunking infrastructure. The council is wishing to procure Software as a Service (SaaS) licensing, alongside associated services including but not limited to implementation & support, alongside partner services & provision.The contract term will be 5 years, with 2x1 year optional extensions.The period for responses to this tender is 28/03/2022 - 06/05/2022 inclusive.

Cloud Unified Communications Solution (UCaaS)

The key requirements for the replacement solution are:- A Cloud delivered Unified Telephony and Contact Centre solution which can be used from any location using any device i.e. That is: any Southway office, staff members home and even when working as a mobile user.- Contact Centre solution which provides omni-channel options e.g. voice, email, web chat, conversational chatbot, social media (Facebook, WhatsApp) and messaging integration using any form of these communications for inbound and outbound contacts.- PCI DSS compliant call recording solution which can (if required) either automatically pauses and then starts call recordings or hands off the payment transaction to payment process that uses DTMF tones. Note: Southway’s payment system is AllPay.- A Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must be intelligent and use AI and Machine Learning to evaluate the calls, score the calls (using sentiment analysis) and escalate any of the flagged calls for review. - All components of the proposed solution must be resiliently provisioned and have no single points of failure.- The solution needs to easily accommodate growth and contraction of users across Southway, the licensing model needs to allow for this.- The current range of Non-Geographical Numbers (NGN’s) and DDI’s will need to be transferred over to the proposed solution.- Full Training for end users, contact centre users, supervisors and IT is required.- Billing should be simplified to a monthly retrospective billing cycle and broken down to the respective parts, each bill should be downloadable from a portal and or emailed to designated Southway staff.- Southway’s existing Telephony & Contact Centre solution goes out of contract on the 30th October 2022; therefore your proposed solution must be fully implemented and operational by 1st October 2022.

Omni-Channel Contact Centre Solution

Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services. The following list is a high-level description as to what the Council expects to be included.  Further information on requirements can be found within the tender documentation • Agent Channels   • Voice   • Email   • Web Chat   • SMS   • Twitter   • FaceBook   • WhatsApp   • Viber   • TrustPilot      Capacity   • No Maximum number of calls in IVR   • No Maximum Queue Capacity   • No Maximum Number of Agents   • No Maximum Number of Licences      Agent Capabilities   • Handle any communication from one interface   • WebRTC Softphone capability   • Agent IM   • Agent Video   • CRM Screenpops   • Wrap Codes   • Corporate Directory   • Omni-Channel Contact History   • Voicemail      Supervisor Capabilities   • Same as Agent Capabilities plus:   • Listen In   • Whisper to Agent   • Barge In   • Authorise text-based communication from Agent   • Broadcast to Agents   • Monitor Agents   • View Real-Time and Historical Reports   • Threshold Alerts   • Access to Agent Recordings   • Change Agent States      Admin Capabilities   • Number and Access Point Management   • Configure Auto-Attendants   • Create Users   • Configure User functionality   • Create Extensions   • Create Agent Groups   • Create blended Queues   • Create Queue Groups   • Create Wrap Codes   • Bulk Download / Upload User profiles   • Configure ACD and Skills-Based Routing      Call Routing Configuration   • Module Can be assigned to an Admin or Supervisor User   • Drag and Drop Service Creation Tool   • Design IVR   • Omni-Channel Scripts   • Integrate with other systems to personalise journeys   • Integrate with other systems to enable self-service   • Nudge callers to alternative channels through SMS links   • Capture Data in the IVR via DTMF, Voice Rec or NLP   • String Manipulation   • Incorporate AI technologies in IVR e.g., Natural Language Processing   • Text to Speech   • Time of Day Scheduling   • Customer Journey Tracking   • Build CSAT Surveys        Reporting   • Module Can be assigned to an Admin or Supervisor User   • Create Real-Time Reports   • Create Historical Reports   • Create Wallboards   • Display data in a variety of graphical formats e.g., Bar Chart, Line etc   • Share Reports with other users   • Schedule Reports via FTP, SFTP and Email   • Download Reports in .CSV and PDF   • Create Threshold Alerts   • Pull data from Service Scripts      Call and Screen Recording   • Module Can be assigned to an Admin or Supervisor User   • Agent Call Recording   • Agent Screen Recording   • Bespoke Scorecards   • Automatic Recording Categorisation   • Automatic Flagging of Recordings   • Slow / speed up playback of recording with pitch equalisation    • Stereo recording (separate agent and customer voice channel)   • View and bookmark sections of the recording waveform   • Report on scored recordings   • Transcription   • Sentiment Analysis      Integrations   • API documentation for integration   • Office 365   • MS Teams   • MS Dynamics CRM   • Salesforce CRM (SFDC)   • Outlook   • Skype For Business  • Ability to integrate with others as required 

Telephony and Communication Services Dynamic Purchasing System

Suppliers must complete the Single Procurement Document (SPD) Scotland and meet the minimum entry criteria, detailed within this Contract Notice, to be established on the DPS.Due to the wide and diverse nature of this lot, it is not possible to list all the types of services envisaged. However, some examples (non-exhaustive list) include;Provision of voice calls services & infrastructure, electronic billing services, broadband provision & services, Direct Dial-In (DDI) provision, traditional telephony including line rental including, telephony as a service, Public Switched Telephony Network (PSTN), Integrated Services Digital Network (ISDN), migration management support, paging services, non-geographic numbers, Directory Enquiries, Voice over Internet Protocol (VoIP), Session Initiation Protocol (SIP) trunks, point to point circuits, provision of Internet Protocol (IP) telephony, telephony software services, provision of telephony through a hosted or cloud based solution, call centre/contact centre, maintenance and support services, messaging services, unified communications, Intelligent Voice Response (IVR), automated call distribution, audio conferencing, web conferencing, video conferencing, webcasting, wi-fi services.Suppliers must have at least 12 months experience delivering the types of services within this lot. Please provide details about the services you can provide under this lot including at least 2 relevant case study examples from the last 3 years. Examples from public and/or private sector may be provided. Please try and be as clear and concise as possible and preferably within 2 sides of text on the relevant case study evidence form. Do not include hyperlinks or embed files to this response and ensure acronyms are explained in full. Note: at least two case study examples are required for each lot.A copy of the case study evidence form can be found at section 4C.1.2 of the Single Procurement Document (SPD) Scotland within Public Contracts Scotland – Tender (PCS-T). The form should be downloaded, populated with relevant case study examples and uploaded.Suppliers can apply for either or both lots.Suppliers should be aware there is not a requirement to provide all services within this lot, applications can be submitted for discrete elements of the services.

Simple Payment Plan

The Service Provider will be required to collect the licence fee from customers on the Simple Payment Plan via a range of payment methods and channels., and be responsible for:-i. Issuing licences and payment plans to recruited customers on the scheme;ii. Providing and managing various customer payment methods, as outlined in the table above;iii. Collecting the licence fee from customers via a variety of payment channels, including at a minimum: a contact centre; online, interactive voice response (IVR) and mobile applications;iv. Identifying and, where appropriate, introducing new customer payment channels, in line with best practice within the market place and developments in technology;v. Processing Simple Payment Plan applications and issuing payment cards to include replacements;vi. Identifying, managing and collecting from accounts in arrears (see section 4.1.1 for further specifics on this requirement); vii. Revoking licences where the licence fee is uncollected;viii. Cancelling licences in appropriate circumstances where a customer has only partially paid the licence fee and ensuring accurate payment data is provided to the TVL administrator;ix. Providing refunds to customers, where applicable;x. Providing accurate accounting and clear management information regarding collection services, to be reported to the BBC on a monthly basis;xi. Providing detailed analysis in regards to scheme performance and recommendations for improvement:xii. Providing marketing communications and print facilities which are fit for the customer groups and meet quality control requirements:xiii. Securely managing the flow of funds received from customers (including funds received from over the counter suppliers), reconciling funds received versus licences issued and disbursing monies received to the TVL Administrator;xiv. Administering bank accounts with appropriate internal controls;xv. Putting in place preventative measures and developing mitigation techniques to prevent the occurrence of fraud by customers and/or employees;xvi. Providing a comprehensive investigation and prompt response/rectification of customer complaints, in accordance with the BBC’s complaint management framework;xvii. Using root cause analysis to continually improve service support and reduce systematic errors and issues; andxviii. Ensuring that processes comply with all relevant legislation and BBC Policies.The Service Provider will be required to manage and collect arrears proactively from customers who default or who are likely to default on payments; support customers to maintain payments, and manage the collection of arrears via the appropriate inbound and outbound channels. The Service Provider will be required to manage potentially high volumes of low value arrears using techniques that balance cost effectiveness with revenue collection.

Contact Centre as a Service (CCaaS)

Accent Housing Limited are seeking the services of recognised, accredited Contractor for the design, supply, integration, installation, configuration and ongoing support and maintenance of a new Contact Centre as a Service (CCaaS).The solution required needs to be a functional call centre omnichannel telephony solution that can assist with the receiving, routing, tracking, and handling of telephony and other inbound/outbound communications. Must be multi-channel, feature rich and capable of integrations with existing software applications where applicable.The solution will provide the business with a future looking solution that is suitable for its needs.

British Council Europe Examinations Contact Centre

The primary objective of this requirement is to find a suitable service provider to manage and run the British Council Examinations Contact Centre to ensure consistency, efficiency, security, integrity, standardisation and scalability in the delivery process across the region. The service will be provisioned for the following markets in which British Council operates:- Austria- Belgium- Croatia- Germany- Lithuania- SloveniaThe British Council Contact Centre may be extended to additional countries during the Term by mutual agreement and in accordance with British Council needs and time scale.

Cleaning Service Community Units

The Estates and Facilities Directorate of Avon and Wiltshire Mental Health Partnership NHS Trust wishes to invite expressions of interest from experienced providers for the provision of cleaning services within the Community Buildings across the Bristol, South Gloucestershire and North Somerset geographical areas. Which includes Lot 1The Elms, Thornbury, South GloucestershirePetherton Resource Centre, South BristolKingsdown House, Kingsdown Fort -Bristol Yate Contact Centre, Yate, South Gloucestershire

Assistive Technology Service

This service will adjust to the developments within the Assistive Technology market, therefore ensuring that individuals have access to devices in the medium term which can support them in the most effective ways. This will be informed by the knowledge and expertise of the Provider. Additionally, the service will also be cognisant of the efficiencies that can be achieved from the correct deployment of Assistive Technology, whilst recognising that evidence is needed to prove impact.The service will support the following aims:* Enabling people to be supported in their own homes (including Supported Living Establishments) as well as the community* Reducing the number of hospital admissions and re-admissions* Reducing the number of care home admissions* Reducing the number of falls* Facilitating timely discharge from hospital* Reducing the number, cost and intensity of care packages/nurse visits* Reducing the burden on Carers and risk of Carer breakdown, whilst increasing confidence and peace of mind* Improving health and wellbeing by maximising independence, choice, control, dignity and quality of life within the individual’s home (including reduced social isolation)* Reducing health inequality through provision of technologyThe Council is looking for an expert partner to work with them on the delivery of this Assistive Technology service to residents. The emphasis of this work will be providing valued support to residents including response visits and wellbeing related calls (including signposting to useful local services) and responsive activity monitoring. As such, technology will act as an enabler rather than an end itself.This service is being commissioned by Cheshire East Council in partnership with the following organisations* Cheshire Clinical Commissioning Group* East Cheshire NHS Trust* Mid-Cheshire NHS Trust* GP Practices (within Cheshire East).The service will be made up of the following service components.• Sourcing of Assistive Technology devices• Installation and Collection of Assistive Technology devices• Premises/Storage of Assistive Technology devices• Maintenance and Testing of Assistive Technology devices• IT System• Contact Centre• Mobile Response Team (including falls pick-up)• Device identification

Tender for the provision of Telephony Services

Housing 21 wishes to move to a cloud-based telephony solution based around Microsoft Phone system with Teams, with additional Contact Centre and Attendant Console functionality, and retire the on-premise Cisco based phone system and MPLS network that supports it. The key deliverables of the project are: Connectivity to the PSTN network to allow inbound and outbound external calls via Teams. Set-up and configuration of Microsoft Teams telephony. Provision, set-up, and configuration of new Contact Centre (as a Service) software, integrated with MS Teams. Provision, set-up, and configuration of new Attendant Console (as a Service) software, integrated with MS Teams.

Income Maximisation Project

1. Identification through an operational dashboard, of account actions for current and former accounts (all product types) daily based on risk, which categorise actions based on both manual and automated interventions and in line with our escalation process2.Automation of contacts with customers based on risk; the segment of the customer group and the best method and time of day around general customer behaviour.3.Automation must include text messaging and outbound dialing with a desirable requirement for automation of appropriate letters following the recovery process.4.The call handling/text messaging solution should be able to interface with our existing 8 x 8 telephony system or at least have an appropriate "hand off" solution to provide a seamless experience for our customers.5.All call handling/text messaging solutions must be in line with GDPR and call handling best practice. 6.All call handling/text messaging solutions must have the ability for Thirteen to be able to control the flow of calls/text to both maximise the capacity, but also slow the calls down as appropriate within our touchpoint (contact) centre to minimising failure demand, maximise customer satisfaction and ensure high uptake.7.There is requirement that the automation would include current arrears, former tenant arrears across a variety of products such as general needs, housing for older people, supported accommodation, leaseholders, shared owners and students. These also have a variety of debit frequencies and tenure types.8.A daily update would be required on all successful and unsuccessful automated contacts and must be able to integrate back to Orchard (or alternative system) in real time, stating the time, date, type of action and where applicable detail of the text/voice message/letter sent.9.The successful supplier must be able to evidence that they have been able to adapt their solution with an organisation of similar size and operating model to Thirteen and would also work in collaboration with Thirteen to ensure that the system was bespoke to our requirements, and to continue to work in partnership to maximise the outcome of the product in our continually changing environment.10. The system will also understand the group of customers where we would get the same result if we did nothing as opposed to unnecessary contact.11.The system must have dashboards bespoke to the individual coordinator alongside higher level dashboard which will provide an overview of performance in relation to income recovery and actions taken, it must also, provide an overview of automation and manual intervention actions with live reports in relation to user activity.12.We have a desire to expand automation to customers including regular check-ins to vulnerable customers.

ITT For the Provision of a Core Telephony and Contact Centre Solution

RBH is embarking on an exciting and ambitious journey to transform how we operate and deliver services to our customers. In order to support and deliver this transformation 'digital' will be at the forefront and technology a key enabler. Fundamental to the delivery of the 'Digital Transformation' programme is a fit for purpose and fit for use unified communications solution that will support the society on a number of key principles built around an "Anywhere Operations" model. This is to support RBH in their move away from a traditional office based working model to "SMART working" were our employees, hardware and customers can be anywhere. As such the platform should deliver enhanced collaboration and productivity across teams, secure remote access for all, cloud enablement, enhanced automation and autonomy. Key Principles: • Cloud Based, accessible anywhere and anytime • Supports Collaboration and Productivity • Supports Channel shift and Omni-Channel • VFM and Scalable • Secure Remote Access • Supports Automation including Automated deployment and Installation The solution should be scalable and one that can easily grow and be adapted as the needs of RBH change and grow. Suppliers should therefore highlight their ability to deliver and manage all aspects of Telephony, act as a single point of contact and deliver against the key principles

Customer Service Contact Centre Support

We are seeking a partner willing to work collaboratively with our in house team to support and deliver a cohesive premium standard Customer Service. The partner will deliver an agreed proportion of the service, exact split to be agreed.

BATP provision of travel management services contract

WMGC Ltd requires setting up a Framework Agreement with a single Travel Management Company at no volume guarantee basis to assist in the planning, booking, organisation, scheduling and issue resolution of both domestic and international travel. The Travel Management Company should have an Online Booking Tool (OBT) software which has the ability to integrate with WMGC Ltd expense management solution and a team of dedicated back office staff who will be able to learn, understand and provide WMGC LTD travel requirements inline with travel policy and guidelinesThe services of an experienced Travel Management Company is required for the following markets:a) Australia b) USA and Canadac) Indiad) Singapore and Malaysiae) Dubaif) ChinaThis tender will cover the provision of a fully managed travel service for the purpose of booking all rail and air travel tickets, all hotel accommodation and other requirements related to business travel. The selected contractor to this Framework will provide WMGC Ltd with travel related services that will enable staff and event planners to book flights, accommodation and with an online booking tool (OBT) and, when required, with the assistance of a live contact centre agent who can completely book full trip itineraries for both international and domestic travel. The BATP and BAU has a requirement for both domestic (within United Kingdom) and overseas travel to key markets and the intention of this 4-year Framework Agreement is to standardise and control corporate travel across the business. Rail, Hotel accommodation and Flights are a key spend areas for the BATP and it is estimated that spend against the Framework shall be in the region of £0 to £431,189.00 over the life of the Framework and it is estimated that the bulk of the spend (transactions) shall be on flights bookings, Rail and Hotel accommodation. The successful bidder will be required to perform, but not limited to, the services detailed in the service specifications brief. In the initial stages of the Framework call off contracts, it is expected that the majority of transactions will be undertaken off-line, but as process becomes fully embedded between WMGC Ltd and the Framework contracted Suppliers develops and spend becomes controlled, an on-line transaction will be rolled out to all service areas.WMGC Ltd are also looking to have a solution which offers a streamlined back-office processes which helps in producing management information as required by finance and staff. The successful bidder to the framework will be required to offer and develop solutions to ensure all processes are as efficient and integrated as possible.

Contact Centre Software (Microsoft 365 Platform)

Thrive wants to embark on a business transformation programme which will improve front and back end services for both customers and colleagues. The way in which the socialhousing sector makes use of IT is undergoing a radical change, often utilising cloud-based technologies that allow information to flow seamlessly throughout an organisation, ideally suited to an agile and mobile operating environment.Thrive's Strategic Framework includes strategic objectives for customers, staff, and technology. The strategic objectives of "a good place to work" wants to see more people work remotely and recognise that a "one size fits all" model doesn't meet the expectations of different generations. In respect of the technology the strategic objectives are to develop the role of technology to improve operational efficiency and effectiveness for both customers and staff.To meet these strategic objectives, it is clear that the number of different applications and it uses, as this complexity is hindering achievement of its strategic objectives, which isconcentrated around growth, financial resilience, enhanced working environment and a fair deal for customers.In March 2021 Thrive's board agreed a business case to deploy the Microsoft 365 technology stack over a three-year programme in the form of an Enterprise Resource Planning tool replacing legacy systems. Procurement is underway for all solutions. It is anticipated that this contract will mobilise January 2022 with Go Live by April 2022.

SSE Airtricity - Contact Centre as a Service (CCaaS)

Supply of IT Services (Software as a Service Solution for Contact Telephony Centre (s). The solution should be a SaaS based offering allowing access by Call Centre agents based in ROI & NI to make/receive inbound/outbound calls supporting a variety of different business areas across SSE Airtricity.

Provision of Telephony and Contact Centre Services

The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements.A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages:Selection Questionnaire (SQ) StageInvitation to Participate in Dialogues (ITPD) StageFinal SubmissionCitizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure.The key objectives of the service are to provide platforms for advising the public that are:Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution.Flexible: we’ll be able to change them to meet the changing needs of our clients and servicesScalable: able to grow with us as an organisationReliable: providing the consistency we need to deliver a great serviceAccessible: all of our users (staff and clients) will be able to use themAffordable: they’ll deliver great value for moneyNote that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email.

Framework Agreement for Bulky Household Waste Collection Service

To provide a collection service from households for bulky household waste. The supplier will co-ordinate requests raised through the council’s contact centre. It is anticipated the successful supplier will receive requests electronically and close requests in real time using mobile devices supplied by the council. The supplier will reuse and recycle as much material as possible and provide monthly reports detailing the number of items collected and weights of material reused and recycled with end destinations. Any non-recyclable waste to be delivered to the council’s nominated waste transfer sites.

Nursery Milk Reimbursement Unit (NMRU)

The broad scope of the contract includes the provision of a registration, validation and reimbursement service to Childcare Settings who provide milk to children in their care and wish to claim payment for this milk under the Welfare Food Regulations 1996. The Nursery Milk Scheme (NMS) is a statutory, universal, scheme aimed at children under five who attend an eligible day-care institution for at least two hours a day. Eligible day-care institutions include childminders, nurseries run by the voluntary sector, the private sector and Local Authorities, and reception classes in schools. Eligible institutions are referred to as ‘Childcare Settings’ under the NMS. Children receive 189ml (1/3 pint) of milk each day. Registered Childcare Settings can claim back the cost of providing milk to eligible children via the Nursey Milk Reimbursement Unit (NMRU), through the Welfare Food Scheme Regulations 1996, either themselves directly or via the use of a ‘Milk Agent’.Around 45,000 settings are currently registered with the NMS and approximately 268m portions of milk worth in the region of £50m are reimbursed annually via the NMRU, through around 450,000 claims per year. The current service operates in England and Wales only; separate arrangements are in place in Scotland and Northern Ireland. This procurement also includes the requirement for the delivery of a robust fraud prevention and detection strategy, to reduce the instances of fraud, abuse and error and any associated overpayments within the Scheme, as well as the provision of a contact centre to manage queries from Childcare Settings, Milk Agents and Local Authorities. The Scheme is supported by a website and an online claiming portal and system, and suppliers can elect to use the existing system or to develop their own to meet the Buyer’s requirements. It is anticipated that the Buyer will award the Contract by January 2022 with the contract Start Date being 01st August 2022. The Contract Term is an initial period of 3 years which excludes transition and implementation up to 31st July 2022 with the option to extend for a further 12 months up to 31st July 2026; such option to be exercised at the discretion of the Buyer. Suppliers who are not already registered on the NHSBSA e-sourcing portal must go to https://health-family.force.com/s/Welcome and click Register then follow the instructions. Once registered Suppliers will be able to view and access the full invitation to tender documentation using reference C43089

CUSTOMER EXPERIENCE MEASUREMENT SOLUTION

Company Info:Caledonian MacBrayne is a trading name of CalMac Ferries Limited, which was incorporated in May 2006 (SC302282).  CalMac Ferries Limited (hereinafter CalMac), incorporating Argyll Ferries Limited, is a wholly owned subsidiary of David MacBrayne Limited, the holding group of companies which is wholly owned by Scottish Ministers.CalMac Ferries Ltd (CalMac) operates a fleet of 34 vessels across a network of 50 routes serving island and remote mainland communities. It is the UK's largest ferry operator. In 2019 CalMac carried more than 5.6 million passengers and around 1.4 million vehicles.CalMac operates a high-quality service, which is safe, reliable and affordable, focusing on customers’ needs and comfort.  CalMac is committed to the highest management standards and aims to be acknowledged as the leading ferry company in the UK, providing value for money, supporting the economy and protecting the environment.A strength of CFL service provision is our onboard food and drink offer. CFL prides itself on sourcing locally-produced provenance, and that all its food is prepared freshly onboard vessels. A key business objective is to maximise revenues through the onboard offer and encourage uptake as much as possible from passengers.We serve a wide range of customers from islanders, commuters, stakeholder groups, leisure travellers from Scotland, UK and rest of the world and commercially B2B and B2B2C customers which includes Haulier and Travel Trade businesses.Our customers can be broadly grouped under three main categories:- Lifeline passengers- Commercial- Leisure travellersOur vision:Caledonian MacBrayne’s purpose is to navigate the waters ensuring life thrives wherever we are. To sail Caledonian MacBrayne on the west coast of Scotland is to be connected so profoundly you’ll never leave. Looked after and guided by our insider’s love and understanding of the places and people we serve. We are the heart and soul of west coast life, smoothing this remote and rugged region, our home, into the warmest of welcomes.Delivering our values People First, Locality and Bravery we will measure customer experience as defined by the 6 Pillars of Customer Experience Excellence across customer touchpoints throughout the customer journey. We want to inspire and motivate our people to be the best they can and to feel valued for making a significant contribution to our customers, communities and our business. In addition to this we want to encourage local teams to take more ownership of the customer experience that they can control and manage.We will enable this by using robust analytics and research methodologies to deliver an industry leading customer insight service into the business, making recommendations, driving strategies, and facilitating confident ‘data led’ decision making at all levels.We will create a Customer Insight Hub and amongst others this will include live customer experience tracking, reports, dashboards and scorecards.We currently run monthly single channel surveys the audience for which comes from our Customer Relationship Management system. As not all routes are bookable and there is no requirement for foot passengers to book on bookable routes there is only a partial customer view. In addition to the regular surveys adhoc/event driven research is also carried out.With the CX Measurement project we intend to move to an ‘always on’ approach to capture customer sentiment at all customer touchpoints (Contact Centre, website, service communications, port, onboard and retail experience). This will use a range of channels to ensure a representative audience and in addition to this combine with operational data to give true context to results. We envisage the system will use sophisticated text analytics to ‘deep dive’ into free text comments uncovering the true reasons and themes within customer sentimen

Cloud Based Telephony System for Cobalt and South Liverpool Homes 2021-2026

Cobalt Housing is a social landlord based in North Liverpool. It has approximately 6 000 properties and 11 000 customers. All our stock in located in the local area. We have an in-house call centre (called Cobalt Solutions) that takes the large majority of incoming and external contacts, reflected in an average of 4 000 incoming calls per month. Cobalt has 111 desk phone users/16 contact centre users.

London Home Oxygen Service

The London Home Oxygen Service (HOS) provides a service to users in their own homes and also supports users working and travelling outside the home through the provision of appropriate oxygen supply and equipment. The services include, but are not limited to:• the provision of a customer contact centre;• processing and delivery of Home Oxygen requests;• supply and installation of equipment;• training and guidance for service users and/or carers;• managing oxygen supplies through replenishment of cylinders and Liquid Oxygen (LOX);• reimbursement of electricity costs for concentrator users; and servicing and maintenance of equipment.

Network Services 2 CCs Framework RM3808 Lots 5,10 & 13

The University of Cumbria is looking to engage a supplier to migrate all existing fixed line telephony to a fully cloud hosted solution using Microsoft Teams Voice including an integrated Contact Centre. Supplier also to provide a support agreement covering all elements of the proposed solution on an annual basis over the contract period.

LiveWell Dorset Digital Platform and Customer Relationship Management (CRM)

Public Health Dorset (PHD) is the public health service supporting Bournemouth, Christchurch and Poole Council and Dorset Council to deliver public health functions and services across the county. Part of Dorset’s Prevention at Scale agenda, LiveWell Dorset is an integrated lifestyle service delivered by PHD. It supports people to make lifestyle changes that will help improve their health. This support is offered via a range of means including online self-serve tools, initial assessment and advice, referral to other public health services, signposting to local support and 1:1 LiveWell Coaching. We also support organisations to embed prevention and behaviour change into their practice by delivering training and resources. Our support offers are underpinned by a telephone contact centre and a digital platform.The digital platform encompasses the LiveWell Dorset website, a range of behaviour change tools to help people on their journeys to healthier living, and a Customer Relationship Management (CRM) system. Thus, the platform both supports the operational delivery of the LiveWell Dorset service and is the go-to place for individuals and organisations seeking guidance and resources on behaviour change and health improvement. Having developed this highly bespoke platform over several years, with the latest behavioural science at the heart of what we do, we are ready to take our digital offer to a new and enhanced level with a range of ambitious development objectives for the coming years.We are seeking a provider to help us continue to manage and develop our existing digital platform (including the CRM). The key aspects of the services sought are:• a comprehensive hosting, maintenance and support service;• a partner who will lead the way with web development and CRM technology expertise to help achieve our digital platform development objectives.

Contact Centre Services for TfW

TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.

VIVID — Contact Centre Software and Related Services

VIVID are a leading provider of affordable housing, providing homes and housing-related services and support to approximately 70 000 customers. VIVID has over 30 000 homes in the south of England spanning Hampshire, Surrey, Berkshire and expanding into West Sussex. We aim to provide our customers with innovative, modern, and accessible services that reflect the ‘digital world’.The contact centre (the CX Team) is located at VIVID’s Basingstoke office and is the single point for all customer contacts, as such it is a critical service dealing with contacts from a number of different channels (telephone, email, web chat, social media) and we undertake outbound activities (SMS and Telephony Calls). There are currently 48 FTE agents, 17 repairs planners and 14 managers/supervisors within the contact centre. All agents are multiskilled and deal with contacts ranging from rent payments, debt recovery and money advice to new and existing repairs, gas servicing, and general customer services requests (and pretty much anything else).Also, as part of this project, VIVID wishes to introduce contract centre capabilities to the IT service desk; it serves staff (not external customers). VIVID wants to improve user experience and management visibility of demand and efficiency through implementing the core and a sub-set of the features and functions required by the CX Team.VIVID has an aging Siemens/Unify telephony system that is hosted in a co-located data centre in Redhill, Surrey. The system requires replacement as it is several versions behind current software release levels and has limited vendor support. Furthermore, it is restricting our ambitions of delivering improved agility and integrating with digital channels and technologies such as Microsoft Teams.VIVID is in the process of deploying Microsoft Teams Voice and will use this as the end-user telephony solution, with Gamma Telecom’s ‘Direct Routing for Teams’ service, i.e. Teams will perform all PBX functionality and provide all outgoing and incoming PSTN line connectivity for all users across VIVID’s business; the contact centre solution shall use this service for all outbound and inbound external telephone calls and shall not use any independent SIP Trunks or other exchange line connections. This approach forms part of the IT strategy to implement telephony and unified communications across all areas of the organisation using Microsoft Teams, thus giving a consistent, common set of tools used by everyone bidders should note that supply and implementation of Microsoft Teams and PSTN breakout is outside of the scope of the contact centre procurement project.VIVID is in the process of upgrading the Citrix server infrastructure to Citrix virtual Apps and Desktops v7 1912, which will be hosted on Windows Server 2019 machines. VIVID is also looking at the possibility of reducing reliance on Citrix in the near future by deploying Windows 10 laptop devices and a full ‘fat client’ Windows 10 desktop with Office 365 suite across all devices. Citrix will still be used to stream the core business applications (including the Housing Management system (including the CRM module) to the local desktopVIVID wishes to procure and implement a Cloud Omnichannel contact centre platform that will provide a wide range of functionality for use within the contact centre, remove any dependencies on VIVID premises and current co-lo data centre hosting. This will allow us to provide excellent customer service by offering customers their ‘channel of choice’ and will improve our agility and business continuity capabilities. The contact centre platform shall fully integrate with Microsoft Teams as stated in section 5.2. of the Technical Statement of Requirements (TSoR).Please visit https://procontract.due-north.com/Advert/Index?advertId=639a2e20-e4e2-ea11-8104-005056b64545 to register your interest.

Responsive Repairs and Planned Maintenance

Leeds and Yorkshire Housing Association (LYHA) are tendering their responsive repairs and planned maintenance services for its housing stock in Leeds and surrounding areas. These services will be delivered to c.1 550 homes and will include:— Provision of an out of hours repairs service through a contact centre, for emergency property repairs (evenings and weekends).— Provision of an efficient responsive repairs service driven by appointments for our tenants. Repairs are classified as Emergency (4hr), Urgent (2 working days) and Routine Repairs (20 working days) and will be driven by a schedule of rates (Nat Fed v7).— Provision of elemental planned maintenance comprising kitchens, bathrooms, electrical works, doors and windows. These programmes are determined on an annual basis using our stock condition information.It is a requirement that all works are delivered to high quality standards and the highest levels of customer service, health and safety and compliance are achieved.

Customer Experience Contact Centre Platform

We are conducting this procurement process because we want to appoint the most suitable supplier for the provision of a Customer Experience (CX) Contact centre platform that will be awarded as a term contract.The main drivers for this tender are to move forward and make fundamental changes and improvements in how Thames Water interacts with its customers.The key goals are:1) Realise the ambition of becoming a leading digitalised organisation within the utility sector.This will be realised through:• providing our customers with a differentiated ‘digital first’ experience across multiple channels and touchpoints;• providing our agents with a solution that is intuitive with an optimisation of information presented to guide resolution of our customers concerns;• providing our organisation with a capability to easily pivot channel strategies, messaging and resourcing to cater for large scale incidents;• providing our digital support services with a platform that is stable, scalable and highly available;• enabling future proofing through delivery of a platform that has a strong contact centre focused roadmap in a public cloud environment;• providing our delivery and transformation function a capability of a blended model of delivery, through an agile methodology, alongside our chosen strategic delivery partners.2) Enable our virtualised contact centre Cluster (multiple locations) with multiple specialised units to be rationalised into a journey based rather than functional contact Centre modelThis will be enabled through:• integration of the proposed platform with digitalised and data driven journeys, requiring a seamless link for our customers and agents to be able to interact at key customer and business moments through an optimal channel for both customer and business outcome;• intelligent routing of interactions to both human and pseudo human operatives utilising a broad dimension of skills and capabilities to optimise the business outcome across multiple journeys at every touch point.3) Delivering organisational agility and resilience in the case of a major incident which could be linked to one or more of political, environmental, socio-economic or technological factors.This will be delivered through:• a high availability service with geo and carrier resilience;• capability to rapidly respond to external pressures through the provision of additional contact centre environments;• ability to ‘burst’ licences and platform usage to handle unexpected peaks of activity;• provision of a solution that enables distributed and remote working whilst providing a mechanism to maintain QoS from a customer perspective.4) Providing value to our organisation, lowering overall cost to serve:This will be provided through:• utilisation of a platform with a subscription-based pricing model that includes defined levels of platform support;• utilisation of a platform that utilises a concurrent rather than named user approach to licensing;• removal of multiple contact centre and other associated solutions as a part of implementation of the proposed platform subject to this procurement activity.As a result of this process we will:• appoint our strategic technology partner in the space of customer channel and experience management;• engage with our delivery partner framework and internal delivery and transformation resource to successfully deliver the chosen platform into our organisation (not in scope of this procurement).

National Traffic Information Service (NTIS) 2021+

The new National Traffic Information Service will:(a) collect, process, validate and analyse traffic data and traffic event information from multiple data sources including third party in-vehicle data and over 10 000 roadside sensors;(b) collate and disseminate traffic information and travel advice to Highways England’s customers on Highways England’s roadside variable message signs; the service’s websites (www.trafficengland.com and https://m.highwaysengland.co.uk) and mobile telephone applications; and data feed application programming interfaces (APIs);(c) collect historic traffic data for use in strategic road network planning and the design of road improvement schemes;(d) help Highways England’s Regional Operations Centres (ROCs); National Network Managers and National Incident Liaison Officers; and Customer Contact Centre (CCC) to understand and mitigate the impacts of planned and unplanned traffic events on the NTIS network; and(e) help Highways England to meet its ‘improving safety for all,’ ‘fast and reliable journeys,’ ‘meeting the needs of all users’ and environmental performance outcomes; measure the associated performance indicators; and meet its licence obligation to provide traffic information to its customers. These outcomes are further described in the procurement documents.The key services in the contract for the new National Traffic Information Service include:(a) managing the transition from the current National Traffic Information Service to the new National Traffic Information Service contract over a period of up to four and a half months;(b) operating the transitioned service for up to two years whilst completing a transformation of the service in line with the contract requirements (the transformation can be on an incremental basis);(c) operating the transformed service for the remainder of the contract period; and(d) subject to the agreement of changes with Highways England, making further incremental improvements to the transformed service to accommodate continual improvement, innovation proposals and evolving customer needs.The initial contract duration will be 5 years, inclusive of transition, with Highways England having the option to extend the contract by an aggregate duration of up to an additional 2 yearsThe selected service provider’s transition and transformation of the National Traffic Information Service will deliver outcomes including:(a) Highways England’s home safe and well vision enacted in the provision of the service;(b) a smooth transition between the current NTIS contract and the new NTIS contract, with no disruption to delivery of the service outputs that Highways England’s customers rely upon;(c) for both the transitioned and transformed service, improved collaboration and more efficient communications with the Highways England teams in the National Traffic Information Centre (NTIC) in Quinton, Birmingham, and in Regional Operations Centres (ROCs);(d) a smooth cut-over (or cut-overs in the event of an incremental transformation) between the transitioned services and the transformed services being delivered during the new contract, with no disruption to delivery of the outputs that Highways England’s customers rely upon;(e) from transformation:(i) improved availability and reliability of traffic data and information for Highways England’s customers and internal business functions; and(ii) an adaptable and scalable IT system that will enable Highways England to meet its evolving traffic information needs and makes best use of automation to streamline the need for manual intervention; and(f) removal of under-used traffic data sources, including automatic number plate recognition (ANPR), and under-used output channels such as event emails.

Out of Hours Call Handling Services (2020)

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L and Q's eSourcing portal (In-Tend).

Applicant, Student and Alumni CRM Project — 2020

Lot 1: Multi-channel Contact Centre for a new CRM system.

Preferred Supplier List of Recruitment Agencies — General Roles

We would like to create a preferred list of three suppliers to service our recruitment needs for our General recruitment needs.GMC roles (except for IS) — agencies who will provide support where needed for the permanent recruitment of, and the supply of temporary workers where required in, all roles in all of the following areas:— administration, contact centre and face to face customer service,— human resources,— finance,— facilities,— procurement,— policy,— legal,— governance,— business planning,— quality assurance,— MPTS.

Non-UK Debt Recovery Contract

1) TfL is seeking to appoint up to two (2) suppliers to manage and recover outstanding debt accumulated worldwide and to deter future evasion of payments within the existing or future RUC or TE schemes;2) Each appointed supplier shall develop and maintain relationships with foreign Vehicle licensing authorities (VLAs) for the purpose of identifying and locating the registered keeper details for non-UK registered vehicles. This shall include, but not be limited to:— recover outstanding penalty charge debt incurred by vehicles registered outside of the UK by issuing translated versions of the statutory enforcement notices (Penalty charge notice (PCN) and charge certificate) and providing necessary payment channels, alongside information about how to make a representation against the issuing of the PCN,— develop and implement plans to establish relationships with other non-UK vehicle authorities to facilitate access to vehicle registration and keeper details,— have processes for effective and early resolution of customer enquiries and complaints,— translation services e.g. for representations,— be able to process representations and appeals from customers,— provide a range of easy to use payment facilities for customers to make payments,— participation in any technology trials,— the provision to electronically retain registered keeper details, emission standards and data associated with individuals and groups who evade TfL's RUC and TE schemes, and— the provision to retain registered keeper details, emissions standards and data associated for the emission standards and the ability to register non-UK vehicles to demonstrate compliance with relevant scheme.Technical:— each appointed supplier shall operate and maintain technical systems which include an interface messaging system to communicate with the CSP (Core service provider) as set out in the contract,— provision of an enforcement IT System,— provision of a telephone contact centre,— provision of database of non-UK vehicle registration and registered keeper details including relevant interfaces with VLAs,— provision of a ULEZ and LEZ registration service enabling registered keepers to register for LEZ/ULEZ in their own language,— participation in the trial of new technology, enforcement methods or processes to improve the performance of the services,— each appointed supplier shall have infrastructure security to ensure that all IT networks comply with TfL Cyber Security policies.Reporting:Each appointed supplier shall provide TfL with reports that monitor performance and other key measures such as:— performance indicator report,— incident reporting,— complaint reporting,— financial reporting,— website reporting, and— ad hoc reports at TfL's request.The estimated total value of the contract is 100 000 000 GBP as indicated in Items II.1.5) and II.2.6). The value is a forecast of all future remittances over the total ten (10) year period of the contract (if TfL extends the contract beyond the initial term of 5 years) and consists of:(a) estimated debt recovery value (remittance to be paid to TfL) = 70 000 000 GBP; and(b) estimate enforcement agency fee = 30 000 000 GBP.The selection questionnaire (SQ), including the date to return the completed SQ, can be found at the link in item (I.3) to this contract notice.5) Operational pricing:TfL shall be entitled to review the operational charges once during each year of the contract at any strategic review meeting, during which TfL reserves the right to negotiate a reduction in any part of the operational charges with the supplier, as detailed in Schedule 9 of the contract.6) Additional services — TfL may require the supplier to provide: translation services to other areas of TfL, collection of outstanding d

Telephony Maintenance Support

The Scottish Ambulance Service (the Service) having completed a market engagement exercise are now progressing with this ITT for the provision of maintenance support to our current and evolving Avaya telephony infrastructure.This will include a replacement contact centre solution and an upgrade/migration from the CS1000 to the communication manager.Our current maintenance support contract expires in September 2019 and is likely to be extended for around 6 months to allow completion of this procurement exercise and to allow the continued resilience of our network we will require a suitable supplier to support our existing network and its planned migration and expansion which is likely to take around 18-24 months to implement and complete from contract award date.It is anticipated that the new contract will be a framework agreement which will allow flexibility of supply of goods and services, installation and maintenance of both new and existing equipment.The service is a National (NHS) Special Health Board which is a 24/7 emergency service organisation which consists of 6 operational divisions which are detailed in the schematic below, which together cover the complete landmass of Scotland and its associated islands.

Telephony and Contact Centre System Replacement

Progress Housing Group are replacing their Telephone platform and Contact Centre solution in 2 of their offices in Leyland, Lancashire. This document provides a qualification stage that allows potential suppliers to express an interest in supporting Progress Housing Group (PHG). Completed returns will be assessed and successful suppliers will be invited to tender shortly afterwards. There will be an ITT document sent out to the 5 suppliers with the highest scores from this initial phase.

Cisco Unified Contact Centre Express and Teams Integration

Swansea council wishes to extend the CUCM platform to provide telephony service to a pilot group of around 50 users. It is intended that a pilot service that will support up to 250 concurrent calls will be based on a cloud-connector integrating with Office 365 Teams and the on-premise CUCM platform.The success criteria for the pilot is that staff working from any internet connected location using a council device will be able to make and receive voice calls from Teams, over the CUCM platform, using only the teams client and a compatible USB headset.It is expected that a supplier will provide the costs of licensing a cloud connector and implement the software.

Home Oxygen Services

An All Wales contract will be established by NHS Wales and awarded to a single supplier and all identified Health Boards and Trusts will be party to the contract. The Home Oxygen Service (HOS) provides a service to users in their own homes and also supports users working and travelling outside the home through the provision of appropriate oxygen supply and equipment. HOS includes, but is not limited to; the provision of a customer contact centre; processing and delivery of Home Oxygen requests; supply and installation of equipment; training and guidance for service users and/or carers; managing oxygen supplies through replenishment of cylinders and Liquid Oxygen (LOX); reimbursement of electricity costs for concentrator users: and servicing and maintenance of equipment.

C479354 Know the Score and Drinkline Scotland Helplines

The Scottish Government is seeking a suitably qualified and experienced service provider to provide 2 telephone helpline services (know the score and Drinkline Scotland) supported by a contact centre. In the case of know the score (only), the contractor will also provide an email and webchat-based response service as well as the facility for callers to order information materials.The contractor will make these services available to the Scottish public, with use of the service by both relevant individuals and concerned others being on a free and confidential basis.

Contact Centre Platforms

Contact centre platform and telephony contract for Liverpool City Council. This shall include the core contact centre and contact centre telephony platform, workforce management, knowledge management, speech analytics and IVR. Full detail of the exact requirements including negotiable and non-negotiable requirements including within the procurement documents.

Contact Centre Telephony – UK/Pilot, 8 Location’s and Global Customer Service Team

Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network as indicated in Annex 4.

Debt Management and Enforcement Services

1) TfL is seeking to appoint up to four (4) suppliers to recover outstanding debt accumulated and to deter future evasion of payments within the existing or future RUC or TE schemes, or any debt accumulated by TfL from other areas of the business such as rent arrears on TfL's commercial property estate.2) The appointed suppliers must follow statutory processes and charge applicable fees as prescribed by statute. Each appointed supplier will be required to maintain facilities, resources and personnel to effectively perform enforcement action in England, Wales, Scotland and Northern Ireland as required, receive payments and respond to customer enquiries. This shall include, but not be limited to:(a) continuous access to vehicle and registered keeper information;(b) provision of an enforcement system;(c) provision of a Customer website; and(d) provision of a Customer contact centre.3) The main scope of this contract includes each appointed Supplier being able to:(a) execute warrants issued by TfL's Core Service Provider (CSP),(b) provide processes to trace debtors addresses, and seize or otherwise take control of goods pursuant to controlled goods agreements (payment plans);(c) provide facilities to store any goods seized and dispose of these goods at auction to recover monies owed;(d) provide facilities and procedures to take various payment formats, customer enquiries and complaints; and(e) remit daily to TfL, all monies collected from executed warrants managed by the CSP.4) There are also technical and reporting requirements set out in the contract schedules to the contract, below is a brief summary, consisting of the following:4.1) Technical:(a) each supplier shall operate and maintain technical systems which include an interface messaging system to communicate with the CSP as detailed in the statement of requirements;(b) secure hand held devices to store warrant data safely;(c) Make Global Positioning System (GPS) technology available to enforcement agents;(d) utilise mobile Automatic Number Plate Recognition (ANPR) technology to locate persistent evading vehicles; and(e) each supplier shall have infrastructure security to ensure that all IT networks comply with TfL Cyber Security policies;4.2) Reporting:(a) each supplier shall provide TfL with reports that monitor performance and other reports as referenced in the schedules to the contract.5) This contract may include the recovery of outstanding debt accumulated from rent arrears owed to TfL on commercial properties (commercial rent arrears recovery). Further information can be found in the procurement documents.6) The option to extend the scope of the services to cover other debts in respect of extensions of any RUC, TE or any new scheme or modified traffic convention or offence or commercial rent arrear recovery (CRAR).7) The estimated total value of the contract is 1 007 000 000 GBP as indicated at II.1.5) and II.2.6). The value is a forecast of all future remittances over the total ten (10) year period of the contract (if TfL extends the contract beyond the initial term of 5 years) and consists of:(a) Estimated Debt Recovery value (remittance to be paid to TfL) 605 000 000 GBP;(b) Estimated Enforcement Agency (EA) Fees 402 000 000 GBP.If the service of CRAR is utilised, the estimated value is 500 000 over the total ten (10) year period.The selection questionnaire (SQ) including the date to return the completed SQ can be found at the link provided in Item 1.3) to this Contract Notice.

NextGen Contact Centre

Contract for replacement contact centre software, services and support.

YWS CM1134 ITIF — Infrastructure

YWS are seeking to modernise and transform their underlying IT infrastructure to support the application delivery pipeline and improve speed to market. This modernisation has a focus on delivering more software-defined architectures and infrastructure automation, improving workflows and enhancing continuous performance monitoring. As part of UK Critical National Infrastructure, YWS are focused on delivering a secure service which is both cost effective while empowering its customers to help change the shape of the business.YWS intend to implement a framework involving a small number of partners, who collectively will provide access to a broad set of goods, services and capabilities in IT infrastructure. YWS seek partners with a strong track record in some, or all, of the following:— enterprise datacentre, hybrid cloud, DevOps and digital transformation, with access to a range of solutions and vendors to deliver YWS’ requirements; IT infrastructure modernization and consolidation (e.g. SAN, Compute and Backup converged into single platforms),— primary network services for data and voice, including routing, switching, mobile and wireless,— infrastructure security for the digital era, including SOC integration,— rapid deployment of wireless resources, pop-up branches, secure BYOD workplace, wireless surveys and spectrum analysis and innovative technologies new to market,— IaaS and PaaS,— software-defined architectures and infrastructure automation; self-healing and self-optimising infrastructure; self-service/self-provisioning of IT infrastructure,— analytics technologies to forecast and nullify incidents before they occur; full visibility and contextual analytics across users, devices and apps, to drive proactive decision-making,— optimisation and support of legacy IT infrastructure,— capabilities to source and deploy infrastructure quickly, efficiently, and securely,— expert consultants and training capabilities to embed new skills within YWS (e.g. PowerShell and REST scripting),— experience implementing and servicing technology in organisations like YWS, with a large field-based workforce, large customer contact centre, extensive plant infrastructure and remote office/branch office locations,— capabilities across the full product lifecycle, including strategy, design and architecture, project delivery, flexible support and maintenance services and continuous improvement of infrastructure services,— proofs of concept and innovations,— end-user computing strategy and delivery,— burst resource capability (e.g. IT infrastructure architects and engineers),— ancillary goods and services relating to IT infrastructure.Under this framework, YWS intend to build truly collaborative partnerships with those appointed. You will be advising on strategy and roadmaps, helping change the shape of IT at YWS. You will be YWS’ trusted guides, influencing people at all levels within the organisation to foster innovation and new ways of working. You will help YWS deliver their business plan and customer needs, with a commitment to delivering value over the lifetime of the contract.Please note that YWS are not seeking bids from joint ventures. Rather, YWS intend to appoint partners who will be wholly responsible and accountable for delivering and managing contracted work, irrespective of whether solutions are sourced direct from OEMs, distributors or other partners. Once the framework is in place, those services will be accessed through competitive mini-tenders which the appointed partners can elect to participate in. Whether your organisation offers all of the above, or a subset, YWS are interested in hearing from you.These goods and services will be accessed through competitive mini-tenders which the partners can elect to participate in. The framework will also involve direct sourcing of commodity IT infrast

Managed Services and Unified Communications

River Clyde Homes is a “not for profit” affordable housing provider that owns and manages over 5 800 homes and provides factoring services to a further 2 200 homes in the Inverclyde area. We hold the Investor's In People Gold standard, and employ over 250 members of staff, including 58 specialist trades operatives. RCH require to procure an experienced and competent contractor to undertake managed services and unified communications.As part of this tender RCH are seeking a managed services supplier who has the capability to provide:— colocation and managed services,— DRaaS,— network connectivity,— administration of the above,— monitoring,— reporting.For Unified Communications services include:— solution design for the implementation of an Online Communication Solution as RCH’s UC and telephone solution. Implementation of said Online Communication Solution UC services for all RCH users including desk and mobile devices,— provision of PSTN breakout for all RCH users to make and receive telephone calls,— porting of RCH’s existing geographic and non-geographic numbers to the PSTN breakout service,— exchange line and dialled minutes services to deliver the PSTN calls,— provision of an omnichannel contact centre which and as a minimum includes inbound and outbound telephony, email, text messaging (SMS), web chat and social media (minimum of Facebook and Twitter public posts and direct messages) solution needs to integrate with RCH Voice Recording solution (Liquid Voice),— workforce management solution,— mobile devices, SIM card rental, billing management and calls including porting of RCH’s mobile numbers to the solution,— ability to manage mobile device configuration and security.

HCC Feb 2019 — The Provision of a Retail and Distribution Enterprise Resource Planning System includ

Herts FullStop (HFS) is one of a number of trading arms operated by Hertfordshire County Council and has over 60 years’ experience of supplying goods and services to a wide range of customers which include; educational establishments, non-profit making groups such as charities, the NHS, local authorities and childminder groups. The businesses encompassed within the scope of this project are: 1) HFS – Educational Resources which is considered as a supermarket for educational establishments for common goods, educational resources and other support services. The business operates primarily in the Home Counties (including Hertfordshire), the bordering counties and the north London Boroughs; 2) HFS – Facilities Management Services which is a soft facilities management business, focusing on cleaning, grounds and tree works, operating primarily in the Home Counties. Both the trading entities above are part of the same legal entity and are public sector bodies, and as such all customers are public sector; 3) HFS Ltd – a Local Authority Trading Company which is owned and controlled by the Council; this company is used as the trading vehicle for the above trading entities (1 and 2) allowing access to private sector opportunities. HFS Ltd is a separate legal entity and is a private sector business. Herts FullStop (HFS) as part of Hertfordshire County Council are seeking an integration partner or partners to provide, implement and support on an ongoing basis a Retail and Distribution Enterprise Resource Planning (ERP) System including E-commerce Platform that collectively provides a solution covering financials, sales, marketing, customer service, supply chain, logistics (warehouse and distribution), operations, reporting and e-commerce; and integrates with an omni-channel contact centre solution. The solution may incorporate several applications to deliver the functionality needed and integration should be seamless between applications, in addition to allowing automation of day-to-day business activities. Most importantly any solution must deliver an unrivalled customer experience by streamlining processes and placing real-time or near-real-time information at the fingertips of both customers and staff alike, with a single source of truth in all respects. The solution must allow for proactive collaboration with customers, staff and suppliers, while broadening the overall channels through which the businesses can trade. Increased visibility, ability to manage by exception and strong workflow processes are requirements, as is the need for the solution to scale with seasonal peaks and business growth. HFS requires a solution that is predominantly hosted off-site either in public or private cloud architecture, with minimal on-premise hardware requirements. The solution provided should be live by 1.4.2020. The estimated total value of the Contract is stated in II.1.5) of this notice and is for the initial term inclusive of the approximate value for extensions. For the avoidance of doubt, the estimated capital costs relating to implementation could be circa 975 000 GBP with on-going system support, hosting and licensing costs of circa 345 000 GBP per annum on average over the life of the contract. The Contract will be awarded for an initial term of 7 years, with the option to extend the Contract up to 4 further years. Please note that the contract requirements will be subject to available financial resources, supplier performance and flexibility to meet changing demands. Organisations should be aware that due to the nature of the Services provided, any Contract formed as a result of this procurement process shall be executed as a deed. Organisations should seek independent legal advice on the implications of this prior to submitting their bid, where appropriate.

Post Office Prepaid Card Solution to Support Budgeting and Bill Payments

Post Office have a clear view of the product proposition, both for initial launch but also for development, and expect the supplier to work with us in developing features from the product roadmap.Post Office intends to expand the use of a Pre-paid Card during the lifetime of this service which could include, but not be limited to coverage for any other demographic with a requirement for its application, potentially resulting in significant growth of the services provided under the contract.The Supplier or their supply chain must be financially regulated and hold a valid e-money license, with the capability of providing prepaid cards. The prepaid card should be capable of performing standard banking functionality and transactions including cash access over Post Office counters.Additionally, the service must as a minimum include the development, production, implementation and operational aspects related to: account opening maintenance and operation of accounts (including dormant accounts), associated card fulfilment, card acquiring, issuing and management, provision of contact centre for customer servicing, and the provision of management information.

Home Oxygen Services National Contracts

Lot 1 is for the North East region of England. The home oxygen service provides a service to users in their own homes and also supports users working and travelling outside the home through the provision of appropriate oxygen equipment. CCGs, have the responsibility for providing the home oxygen service to patients. The services that will be included in the contracts includes, but is not limited to:— the provision of a customer contact centre,— processing and delivery of Home Oxygen requests,— supply and installation of equipment,— training and guidance for service users and/ or carers,— managing oxygen supplies through replenishment of cylinders and Liquid Oxygen (LOX),— reimbursement of electricity costs for concentrator users and— servicing and maintenance of equipment. Suppliers must be able to deliver all aspects of the service and must support the service that they provide with a suite of reports that enable clinicians to monitor the oxygen usage for their patients, and to be alerted when service users are not responsive to risk assessments and maintenance. This is in addition to reports that support reconciliation.The 10 Clinical Commissioning Groups referred to in II.2.3 are:— NHS Darlington Clinical Commissioning Group,— NHS Durham Dales, Easington and Sedgefield Clinical Commissioning Group,— NHS Hartlepool and Stockton-on-Tees Clinical Commissioning Group,— NHS Newcastle Gateshead Clinical Commissioning Group,— NHS North Durham Clinical Commissioning Group,— NHS North Tyneside Clinical Commissioning Group,— NHS Northumberland Clinical Commissioning Group,— NHS South Tees Clinical Commissioning Group,— NHS South Tyneside Clinical Commissioning Group,— NHS Sunderland Clinical Commissioning Group.

Provision of Full Unified Communication Solution

Golding Homes are transforming the way that they work and deliver services. As part of this strategy, there is a critical requirement to upgrade our current Enghouse Contact Centre solution and enable key new features. Additionally, replace our current 5 year old Cisco UCS telephony system with a next generation cloud platform that can integrate with Office 365. This unified communication tender defines the combined delivery of these 2 solutions. Through this investment, Golding would become an agile business, enhance its business continuity capabilities and enrich both staff and customer experiences.

PCI Compliant telephony solution

The RequirementsTechnical RequirementsFully resilient solutionIdeally a hosted solution i.e. cloud but not definitive requirementA fully customisable wallboard solution that will allow full configuration, interactivity etc.Ability to work with current VOIP infrastructure,Cisco Softphone 8.6.3Cisco Call Manager 10.0.1.10000-24Microsoft TeamsFull CTI integration with in-house housing management solution, Orchard Housing 2010A SP13Fully integrated with current payment infrastructure, AllPay/CallPayAbility to take payments from outside the contact team scope, for example, on a mobile device.Single vendor solution i.e. single pane managementUtilise latest VOIP infrastructure such as SIPAbility to function with current Freephone numberFull 365 24/7 technical support which should include script changes to meet business needs, i.e. public holidays etc and specifically reference service level agreements, in relation to P1/P2/P3 incidents.Ability to utilise a call-back featureAbility to work with Office 365 for email channel communicationBusiness RequirementsTrue OMNI channel capability, including telephony, email, web chatSupport a ‘Virtual contact centre’ aka home workingDigitised Agent Quality Management solutionFull contact centre reporting capability Inc. custom reportsAbility to explore the possibility of voice analytics and speech recognitionAbility to record all telephony calls with QM in mind including the potential for staff outside of the contact centre.Ability to easily update IVR’sFull & comprehensive training for all agents and tailored training for contact team managers.Compliance RequirementsFull PCI DSS Level 1 Compliant with future legislation in mindGDPR compliance with retention tagging on recordings / emails etc.

Business Process Outsourcing

Anglian Water Services Ltd is the largest water and wastewater Company in England and Wales, covering 27 500 square kilometres and 5 000 000 domestic and commercial customers. The Anglian Water region includes water and wastewater treatment works, reservoirs and network stretching from the Humber in the north to the Thames in the south, from Northampton in the west across to the east coast.Anglian Water is under continuous pressure to drive down costs through innovation and more efficient ways of working so that cumulative benefits may be passed on to Anglian Waters customers. Against this background, it is crucial to maintain a strong customer focus, continuous improvement in the delivery of quality services and value for money. It requires a leading performance from Anglian Water as well as its suppliers to maximise these benefits.Anglian Water wishes to outsource some of its business processing.Initially, this will cover judgement based customer service correspondence handling. Call centre activities are out of scope.The successful bidder will be required to update Anglian Waters billing system (SAP ISU) and process customer requests, following written correspondence and automated messages received from our customers, or internal requests for updates. This is not a data inputting service.A key part of the process when updating the billing system will be informed decision making, letter writing, responding to customer e-mails and making some limited outbound calls to Anglian Waters customers and contact centre for query resolution. The types of updates on the billing system will typically involve creating payment arrangements for customers, updating move in and outs, inputting meter readings and rebilling customers, amending addresses and calculating allowances that need to be credited to customers accounts.All correspondence and systems will be in English.Whilst this contract will be initially for customer services back office work, the scope of the contract may be extended to add other business process outsourcing for other business support functions where the parties agree and the Service Provider can demonstrate its capability and cost competitiveness.Please note that the successful bidder will be required to hold a credit rating produced from time to time by Dunn and Bradstreet showing a risk indicator of 1 or 2 (being low or lower than average risk). In the event that the bidder does not hold such a credit rating or the credit rating of the successful bidder deteriorates during the contract term, then the bidder will be required to provide a Parent Company Guarantee from a parent entity whose credit rating is satisfactory to Anglian Water.