Voice Over Internet Protocol (VoIP) Telephony Contract

Voice Over Internet Protocol (VoIP) Telephony Contract Notice

Lewes District Council and Eastbourne Borough Council are seeking expressions of interest from suitably qualified and experienced organisations to undertake its new (VoIP) Telephony Services Contract under contractual arrangements set out in more detail in the documentation accompanying this notice.

EBC and LDC are seeking a single, modern, functioning telephony and contact centre solution that will:

•Replace LDC’s existing (hosted) telephony service and upgrade and/or improve the EBC Mitel platform.

•Support shared services, including a joint contact centre that can operate across multiple locations, retention of both councils’ existing number ranges •Integrate via CTI with the councils’ customer relationship management system (Civica Connect360).

•Enable improvements to customer service, including the ability to handle up to 100 concurrent calls into the contact centre

•Provide high quality management information to enable performance management of call handling staff, demand forecasting and to help plan services more effectively. •Support flexible working practices for staff including home and mobile working.

•Ensure resilience, including failover to either primary site in the event of loss of service at the other.

The procurement of this contract will be conducted using a Competitive Procedure with Negotiation, where the councils reserve the right to award the contract once initial tenders have been evaluated.

The Pre-Qualification questionnaire will be comprised of mandatory Pass/Fail Questions and 7 qualitative evaluation questions, which will be scored out of 100 and enable the evaluation panel to deselect to 5 suppliers. The Evaluation criteria for the Invitation to Tender will be based on Quality and Price.