Prior information notice
This notice is for prior information only
Section I: Contracting
authority
I.1) Name and addresses
OFCOM
Riverside House, 2a Southwark Bridge Road
London
SE1 9HA
UK
Telephone: +44 2079813000
E-mail: procurementnotice@ofcom.org.uk
NUTS: UKI
Internet address(es)
Main address: www.ofcom.org.uk
I.3) Communication
Additional information can be obtained from the abovementioned address
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: UK Communications Regulator
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Telephony
Reference number: C20241920
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Ofcom is running a market engagement exercise to discuss the Contact Centre Solutions.
Ofcom is looking to engage with experienced Contact Centre Providers to help feed into the planning of procurement and contract for our future telephony services.
Ofcom will procure a telephony solution that is resilient, secure, has call recording, call recording storage, retrieval, call routing, transcription capability, supervisor functionality including real time and historical reporting, real time wallboards and dashboards.
Through this market engagement Ofcom is seeking to understand.
• The different solutions available.
• Developments in the marketplace since we last went out to tender.
• How best to use AI technology in the delivery of our service.
• Best practice in service management in this sector.
• The impact of separating SIP trunking and contact centre elements of the contract.
• Implementation and transition, integration timelines.
• An understanding of cost models and implementation costs.
For further information please contact us as per the instructions in this document.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
32543000
64215000
II.2.3) Place of performance
NUTS code:
UKI
II.2.4) Description of the procurement
Contact Centre Solution
II.3) Estimated date of publication of contract notice:
13/03/2024
Section IV: Procedure
IV.1) Description
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section VI: Complementary information
VI.3) Additional information
Telephony Contact Centre Solution Market Engagement
Ofcom may run a procurement exercise for Telephony Contact Centre Solution, to be awarded to a single provider. The purpose of this Prior Information Notice is to inform interested service providers about Ofcom’s plans and its requirements (see Market Engagement document for further information).
The procurement will be undertaken in line with either the the Open or Restricted Procedure as set out in the Public Contracts Directive (and as implemented in the UK by the Public Contracts Regulations). When Ofcom is ready to tender a Contract Notice in the Find a Tender Service and seeks completed ITT / prequalification questionnaires to be submitted.
This is a new opportunity and there is not set start date for this contract. This market engagement exercise will support Ofcom to build the business case, requirements and timeline for this project.
Interested parties should express their interest via the Ofcom eTendering portal, hosted by BravoSolution at the following link: www.ofcom.bravosolution.co.uk
The deadline for submission is 12 noon Friday 12 April 2024
VI.5) Date of dispatch of this notice
14/03/2024