Awarded to The Crown Consulting Group Limited (formerly Clarity Analysis Ltd)

Start date: Monday 16 March 2020
Value: £28,500
Company size: SME
The Pensions Regulator

TPR1107 - Telephony and Network Solutions SME

5 Incomplete applications

4 SME, 1 large

14 Completed applications

13 SME, 1 large

Important dates

Monday 10 February 2020
Deadline for asking questions
Wednesday 12 February 2020 at 11:59pm GMT
Closing date for applications
Monday 17 February 2020 at 11:59pm GMT


Specialist role
Service manager
Summary of the work
Telephony Solutions & Network expert - Up to 3 months f/t - to define requirements, gather and present options and alternatives, liaise with IT and Procurement to design and frame a tender for replacement of our Contact Centre & IT Support Telephony service. Optional 3 months p/t for tender assessment.
Latest start date
Monday 2 March 2020
Expected contract length
3 months
South East England
Organisation the work is for
The Pensions Regulator
Maximum day rate

About the work

Early market engagement
Who the specialist will work with
Head of IT Operations and Procurement Adviser, along with Service Centre Manager
What the specialist will work on
The Role: A requirements led analysis of business needs plus technical deep dive analysis to understand the current state of the entire telephony environment for TPR. Production of specification and requirements to prepare the customer for procurement through a government framework. (Provisionally, subject to agreement, to support the procurement evaluation process).

Work setup

Address where the work will take place
Napier House, Trafalgar Place, Brighton, BN1 4DW. Our office is 2 minutes walk from Brighton Main Railway Station.
Working arrangements
The selected company/candidate must confirm their availability to commence this assignment on 1 March 2020 and be available to work for at least two months. The role is full-time. Some flexible working will be available. This role is outside IR35.
Security clearance
Staff working on TPR’s premises shall hold at least a minimum of BPSS (Baseline Personnel Security Standard) level security clearance. The Contractor is responsible for obtaining clearance for all Staff and shall bear all costs associated with the clearance process.

Additional information

Additional terms and conditions
The Pensions Regulator is entering a transition period for many IT systems. Telephony is a core component in that transition and we wish to make use of the services of a subject matter expert to guide us through the change of telephony for our internal and outward facing services.
The ideal candidate will ensure we define and fulfil all regulatory standards in coordination with our Corporate Governance Services, such as PCI DSS standards.

Skills and experience

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

Essential skills and experience
  • Have extensive knowledge of VOIP phone systems
  • Have Project Scoping and definition capture experience
  • Have experience of integration with O365 and Dynamics
  • Have Omni Channel Integration experience through to call centre and Dynamics
  • Have shortlisting and weighting assessments experience
  • Have PCI DSS Configuration and Process Control experience
  • Have expereince of definition of SLA/OLA and metrics for both inwards facing and external facing services
Nice-to-have skills and experience
  • demonstrate experience of working with government frameworks
  • Demonstrate experience of working within regulatory compliance
  • Demonstrate Networking Skills – Cisco preferred.
  • Demonstrate experience of project delivery for or direct management of a 100+ person call centre.

How suppliers will be evaluated

All suppliers will be asked to provide a work history.

How many specialists to evaluate
Cultural fit criteria
  • Have excellent communication skills - influencing, persuading and negotiating skills
  • Have strong stakeholder management and influencing skills – communicating and managing relationships
  • Have strong leadership skills – strategic, adaptable, delivery focused and team player
  • Have high level change management abilities – planning and organising
  • Take ownership of issues through to resolution - accountable
  • Be capable of developing positive working relationships with a wide range of internal and external people - personable
  • Be capable of prioritising work to meet demands of role
Additional assessment methods
  • Reference
  • Interview
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. What would be the overall budget for this project/Role?
We have an initial budget of £54,000 excluding VAT. This is not based on any accurate pre-tender estimate.
2. What is the maximum budget for this task?
We have a budget of up to £54,000 excluding VAT.
3. Is there a current incumbent?
No. We do not have anyone with the telephony system skills/knowledge needed for this piece of work.
4. Can you please confirm your day rate?
An estimate of around £500 per day, subject to market rates. A higher rate would be available for the right candidate. This is a level 3 (Apply) or 4 (Enable) on the SFIA matrix.
5. With regards to networking skills, what exactly are you wanting, please can you explain in more detail?
An understanding of the layering of unified comms over a network, from Core through Access layer using QOS and monitoring to protect and validate the client to Cloud host experience. Cisco skills as we have that at the access layer and virtual networking to Azure are both high value responses.
6. Are you looking for a consultant to help you run a procurement, rather than looking for a supplier (which may come later)?
We are looking for support in the identification and validation of the existing need and high quality recommendations from an SME in this area as to the optimal solution list. The intention is to source that actual solution through our procurement teams in the normal way after this investigation and recommendation project completes.
7. The ideal fit to provide your requirements could be a blended role covering Contractual,Audit,Technological,Survey as such would require a number of individuals working both on site and also remote. Is a blended role acceptable with some remote working?
We are comfortable with a blended role and some remote working if this means a potentially quicker turnaround, if this is achievable within our budget. We would like to see arrangements set out in responses, to show how this would work.