Unified Communications

A Addendum Notice
by HAFOD HOUSING ASSOCIATION LIMITED

Source
Find a Tender
Type
Contract (Services)
Duration
3 year
Value
£882K
Sector
TECHNOLOGY
Published
06 Jul 2026
Delivery
28 Sep 2026 to 27 Sep 2029
Deadline
10 Aug 2026 11:00

Related Terms

Location

Wales:

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform. This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure. Key Requirements Include: Core UC Services: Cloud/IP telephony, voice call packages, DDI management, and cross-device collaboration (voice, video, messaging on mobile, laptop, and tablet) utilizing existing WAN. Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM). Contact Centre Functionality: Omnichannel features including Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting tools, and call recording/quality management solutions. Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance. Contract Duration: 3 years initially, with options to extend by up to 3 further periods of 2 years each (2+2+2), up to a maximum total duration of 9 years. Estimated Contract Start Date: 28th September 2026. Terms: Contract will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6). Bidders may submit proposed amendments for consideration.

Renewal Options

contract structure is an initial 3 years plus an optional 2 + 2 + 2 years extension

Award Criteria

Quality Quality 40% total broken down as: Solution Suitability 12% Approach to delivery/implementation 6% Ongoing management and support 6% Data protection & Security 4% Sector and Relevant Experience 4% Social Value 4% Sustainability 4%
Cost Commercial and Lifecycle 40% total broken down as: Price 25% Technical Question A 15%
Supplier Presentations Supplier demonstrations

CPV Codes

  • 32412000 - Communications network
  • 32420000 - Network equipment
  • 48219000 - Miscellaneous networking software package
  • 50334400 - Communications system maintenance services
  • 51300000 - Installation services of communications equipment
  • 64214000 - Dedicated-business telephone network services
  • 72212517 - IT software development services
  • 72253000 - Helpdesk and support services
  • 79512000 - Call centre

Indicators

  • This is a recurring contract.
  • Options are available.
  • Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Updated link to eTenderWales following feedback that the link initially didnt work

Reference

  • ocds-h6vhtk-06c368
  • FTS 063060-2026

Domains