Contact Management Centre
• The Guinness Partnership Ltd
F02: Contract notice
Notice reference: 2022/S 000-013362
Published 18 May 2022, 2:35pm

one. Contracting authorityI. Contracting authorityPress escape key to exit
two. Object II. Object
four. ProcedureIV. Procedure
six. Complementary informationVI. Complementary information
Section one: Contracting authoritySection I: Contracting authority
one.1) Name and addressesI.1) Name and addresses
The Guinness Partnership Ltd
30 Brock Street, Regents Place

+44 7914807910
United Kingdom

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NUTS code
UK – United Kingdom
Internet address(es)
Main address


Buyer’s address


one.3) CommunicationI.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
one.4) Type of the contracting authorityI.4) Type of the contracting authority
Body governed by public law
one.5) Main activityI.5) Main activity
Housing and community amenities

Section two: ObjectSection II: Object
two.1) Scope of the procurementII.1) Scope of the procurement
two.1.1) TitleII.1.1) Title
Contact Management Centre
Reference number
two.1.2) Main CPV codeII.1.2) Main CPV code
• 72000000 – IT services: consulting, software development, Internet and support
two.1.3) Type of contractII.1.3) Type of contract
two.1.4) Short descriptionII.1.4) Short description
As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software.
This procurement seeks to engage with providers with exemplary experience within the Contact Management Center arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).
two.1.5) Estimated total valueII.1.5) Estimated total value
Value excluding VAT: £1,260,000
two.1.6) Information about lotsII.1.6) Information about lots
This contract is divided into lots: No
two.2) DescriptionII.2) Description
two.2.3) Place of performanceII.2.3) Place of performance
NUTS codes
• UK – United Kingdom
two.2.4) Description of the procurementII.2.4) Description of the procurement
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 parties
Phase 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
two.2.5) Award criteriaII.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing systemII.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
This contract is subject to renewal
Description of renewals
An initial contract term of 60 months with potential to extend by a further 24 months
two.2.10) Information about variantsII.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about optionsII.2.11) Information about options
Options: No
two.2.13) Information about European Union FundsII.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No

Section four. ProcedureSection IV. Procedure
four.1) DescriptionIV.1) Description
four.1.1) Type of procedureIV.1.1) Type of procedure
Restricted procedure
four.1.8) Information about the Government Procurement Agreement (GPA)IV.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative informationIV.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participateIV.2.2) Time limit for receipt of tenders or requests to participate
24 June 2022
Local time
four.2.4) Languages in which tenders or requests to participate may be submittedIV.2.4) Languages in which tenders or requests to participate may be submitted

Section six. Complementary informationSection VI. Complementary information
six.1) Information about recurrenceVI.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for reviewVI.4) Procedures for review
six.4.1) Review bodyVI.4.1) Review body
The Guinness Partnership
4th Floor, 30 Brock Street
United Kingdom

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