Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information

Concepts

• dundee
• dedicated business telephone network
• information systems
• social media channels
• other channels
• additional information section
• modern contact centre services
• telephony
• a multi channel contact centre and telephony services
• telephony prior information notice/request

Location

Dundee

Description

Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.

Total Quantity or Scope

It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services. Stages in the procurement are: 1. Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information). 2. Contract Notice/ Call for Competition 3. Invitation to Tender 4. Negotiations 5. Contract Award

Renewal Options

It is anticipated that the contract will be for a period of 72 months with the option to extend for an additional 36 months in total, proposed as 3 x 1 year extensions. The initial period is inclusive of any required mobilisation activities. Details relating to options will be included in the call for competition.

CPV Codes

• 64214000 - Dedicated-business telephone network services
• 32429000 - Telephone network equipment
• 64215000 - IP telephone services
• 64211100 - Local telephone services
• 32524000 - Telecommunications system
• 64200000 - Telecommunications services
• 48000000 - Software package and information systems

Indicators

• Bids should cover the whole contract.
• Options are available.
• Renewals are available.
• Professional qualifications are sought.

Other Information

The estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed). A Request for Information questionnaire is available on Public Contracts Scotland Tender. To access the Request for Information please register with the following website and enter the code "project_26877". https://www.publictendersscotland.publiccontractsscotland.gov.uk/ Please complete the Request for Information questionnaire and respond as detailed in the instructions within the document. This is a market testing exercise which will be used to refine our requirements. Please also register your interest in this notice by following the instructions below. Please note key dates below - Register to attend Supplier Awareness Event 18 July 2024 12:00:00 Midday Supplier Awareness Event 22 July 2024 15:00-17:00 Supplier questions deadline 25 July 2024 12:00:00 Midday Return of Request for Information 29 July 2024 12:00:00 Midday NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=768139. (SC Ref:768139)