Local Pensions Partnership Ltd

Telephony cloud digitalisation with Microsoft Teams

Incomplete applications

11
Incomplete applications
9 SME, 2 large

Completed applications

2
Completed applications
2 SME, 0 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 1 November 2019
Deadline for asking questions Friday 8 November 2019 at 11:59pm GMT
Closing date for applications Friday 15 November 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The Local Pensions Partnership (LPP) is actively seeking to provide an enhanced, scalable digital cloud Telephony capability to end-users. This capability will need to meet call-centre & end-user requirements, together with seamlessly integrating into Microsoft Teams.
Latest start date Thursday 2 January 2020
Expected contract length
Location London
Organisation the work is for Local Pensions Partnership Ltd
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Local Pensions Partnership (LPP) is actively seeking to provide end-users with an enhanced digital cloud Telephony capability. Microsoft Teams is a primary collaboration tool and we wish to ensure that any future telephony capability works seamlessly with this product.

The current telephony solution in use within LPP is provided by Avaya enterprise telephony (IP500), providing standard Telephony capabilities 350+ resources - via Avaya 1608 desk-phones, with backend SIP trunk connectivity.

This outcome envisions end users having the option to click on the telephone icon with Microsoft Teams (on any device), and be provided with a range of digital telephony services at an enterprise level, or being able to utilise telephone services (as they currently do) using a desk phone.

Importantly, LPP's Call Centre utilises 'call-centre' functionality offered via the same IP500 which must be provided by any new system introduced, as well as call recording/storage capabilities to meet regulatory compliance requirements.
Problem to be solved We are seeking a supplier who can deliver this outcome which will provide:

1) An enterprise digital telephony solution that seamlessly integrates with MS Teams (on any device) & provides desk based telephony.
2) Enterprise level call-centre functionality
3) Call-recording / call re-play & call storage functionality
4) A highly configurable telephony capability, allowing for meeting changing requirements over the lifespan of product usage.
5) A roadmap for additional functionality/improvements, patches and future upgrades (including IM / online capabilities - if and where desirable to utilise).
6) A scalable solution that can meet the needs for the existing user base (circa 350 resource), and can expand (if required) to 1000's of resources
7) The ability to port both users, telephone numbers and historic saved calls with ease to the new platform/service.
8) A professional service to deliver/integrate & support a new enterprise digital telephony solution .
9) The ability to leverage cloud capabilities to minimise the need for on-premise infrastructure.
10) The ability to integrate into existing cyber security capabilities for access, (Azure based)
11) A on-going cost effective call package.
Who the users are and what they need to do 1) As a LPP resource and I need to place & receive calls on any device, from any location (including my desk, any LPP office/location), via my extension-number.

2) As a LPP resource and I need to ensure that my calls are securely recorded and thereon stored/retrievable , in order to meet regulatory-compliance requirements.

3) As an LPP resource, I wish to utilise the telephone icon within Microsoft Teams as a method to utilise digital telephony services.

4) As an LPP IT manager, I have a cloud-first approach, and need a configurable telephony capability, that allows me to reutilise the standard enterprise telephony-infrastructure in place.

5) As an LPP call centre manager, I need to utilise standard call centre functionality, including but not limited to: call routing, call menus, call logging, call handling, call monitoring.

6) As a LLP team member, I need the ability to use telephony hunt groups, so that I may share calls with numerous team members.

7) As a LPP resource, I need to create or schedule Conf-calls with ease with local, national and toll-free numbers.

8) As a LPP resource, I need access to a telephone system that allows me to hot desk with ease.
Early market engagement
Any work that’s already been done
Existing team Whilst all resources within LPP utilise existing telephony services, the internal ICT team are the primary contact point for all Software, Hardware and Network related support and technical change. Additional suppliers provide assistance if/where required.
Current phase Alpha

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Telephony users and the ICT team are primarily based in Central London and Preston. We would envision a mixture of on-site/off-site working by a supplier in order to complete this outcome.
Working arrangements The business requirements are outcome based. An agile methodology is proposed to deliver those requirements, and so potential suppliers will need to address how they will work with the internal teams to effectively support this approach. Potential suppliers are free to propose and detail an alternative approach.
Security clearance All supplier resources should be subject to BPSS clearance at a minimum, which should be undertaken by the supplier prior to commencement of the outcome engagement.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Demonstrable experience (within the last 24 months) of delivering enterprise digital cloud telephony into a UK based organisation of over 300 staff.
  • Demonstrable experience (within the last 24 months) of delivering enterprise digital cloud telephony which is seamlessly integrated with Microsoft Teams
  • Demonstrable experience of project delivery skills to deliver enterprise digital cloud telephony solutions successfully.
  • Demonstrable experience of delivering telephony capabilities into highly regulated organisations.
  • Demonstrable experience of undertaking technical analysis & design activities to deliver cloud telephony
  • Demonstrable experience of working successfully with other suppliers on technical solution delivery.
  • Demonstrable experience of working and interfacing technologies with Microsoft Azure / Office365 / Active Directory solutions
  • Demonstrable experience of telephony solutions, specifically Avaya IP500 as well as associated Session Board Controllers & SIP trunk technology
Nice-to-have skills and experience
  • Demonstrable experience of flexible working
  • Ability to source all required skillsets to successfully deliver this outcome

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Identified technical solution
  • Detailed project delivery plan, approach and methodology
  • Delivering value for money
  • Delivery team structure
  • Ability to ensure the delivery of the full solution
  • Technical competence to deliver solution
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Take responsibility for their work
  • Take responsibility for their work
  • Can work with clients with low technical expertise
Payment approach Fixed price
Additional assessment methods
Evaluation weighting

Technical competence

60%

Cultural fit

5%

Price

35%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. How many call centre users will there be? There are 20-25 call centre users. The digital solution must allow for scaling the number of call centre users on demand.
2. Please could you clarify is you are seeking a price for the delivery of an Alpha only? No. We are seeking a price for delivery from Alpha through to Live. (As a single or phased transition - dependent on the proposed plan/approach of the supplier).
3. Please could you clarify the format of the fixed price – is it a single price covering all costs (time, expenses, software and environment)? Yes, a single price for the digital telephony solution as described, meeting all user stories (at a minimum), as well as any software, environmental, adoption considerations.
4. Are you expecting to retain your current desk phones or is supply of new phones part of this opportunity? If the former, please indicate the make and model of your current desk phone system. We would refer you to the field 'Why the work is being done' which provides information on the existing phone make & model. We do possess a finite number of desk phones and therefore are open to understanding supplier recommendations as part of their plan & approach.
5. Do you have a preferred product and are looking for delivery support or are you seeking product and delivery resources in this response? We have a preferred outcome, not a preferred set of products. The end to end delivery that meets our requirements in full is what we are seeking from a supplier.
6. Having seen this application we would like to offer our services if you are looking for assistance in this field.

This can be a complex arena, that we have a vast knowledge and expertise in and it's a market we know well.

We have advised on many projects such as this, we are not an equipment supplier but we can provide you with an unbiased and independent review of the equipment being offered to make sure you get the right technology, hardware and price to successfully complete your project.
Thank you for your comments - We look forward to reviewing all submitted applications for this outcome, via the DOS portal, in-line with CCS process.
7. Is there a desire to have a single phone number for staff across landline and mobile devices (Android, iOS, etc.) to facilitate flexible/mobile working? Yes. It is envisioned that end users who possess a landline number (provided by LPP) would benefit from being able to utilise that single landline across their desk phone and devices (PC/Laptop/Mobile Device) - to facilitate flexible/mobile working.
8. Could you elaborate more on the Contact Centre requirements? Is it inbound only or is there the need for outbound (campaigns, etc.)? Is it voice only or is omnichannel (web chat, e-mail, etc.) required? Is there a requirement for speech analytics? Is there the requirement for supervision and coaching/mentoring of agents? Our Call centre requirement primarily focuses on the use inbound voice call functionality at this time. Reporting on call centre analytics is also in place within the current solution and reporting/analytics remains an important ongoing need.
We are open to supplier solutions that provide flexibility to place outbound voice calls as well as providing Omnichannel capabilities.
We would expect a suppliers plan to include the adoption of any new telephony capabilities by end users/call-centre resources.
The deadline for asking questions about this opportunity was Friday 8 November 2019.