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Taff Telecoms Project 2025

Taff are seeking to upgrade its current telecoms solution to a more advanced solution as a strategic move that aligns with our goals of enhancing efficiency, improving customer experience, and driving down costs. Taff currently has a traditional IP telephony solution, with limited functionality, a basic Call Centre, reception, call groups, direct dial and some fixed lines with handsets for some locations. Taff currently use 8x8 with a mixture of licencing to fulfil their needs, the current contract is due for renewal 1st November 2025, at which point it will be convert to a rolling monthly contract, Taff will require a solution at the earliest possible opportunity. The contract shall be for an initial period of three (3) years from with the option to extend for a further period of up to twenty-four months, on an annual basis. Objective To enhance customer service and operational efficiency through a robust telecoms solution that integrates advanced technologies and supports seamless communication across multiple channels, to deliver superior service, optimized operations, sustainable growth and cost efficiencies. Outcomes: 1. Enhanced Efficiency: The solution should integrate advanced technologies such as AI, automation, and omnichannel capabilities, to streamline operations, reduce manual workloads, offer enhanced analytics, and enable faster response times. 2. Improved Customer Experience: Customer expectations are continually evolving, and providing exceptional service is paramount to Taff, and an advanced telecom solutions should offer seamless omnichannel support, ensuring customers can interact with us through their preferred channels (voice, email, chat, social media) without losing context. AI-powered chatbots provide 24/7 support, handling routine inquiries and escalating complex issues to human agents, resulting in quicker resolutions, personalized interactions, and higher customer satisfaction. Language support across all channels, including automated translation capability. 3. Cost Reduction: Cost savings, by integrating AI and automation, reducing the need for manual intervention, rationalising phone lines and services, lowering operational costs, the addition of features like call masking and call recording ensure compliance and reduce the risk of costly data breaches. The efficient management of Direct Dial-In (DDI) lines and integration with existing systems, such as Microsoft Teams and Taff’s Housing Management Solution “Rubixx”, further optimizing resources and reducing overheads. 4. Analytics: The solution should provide comprehensive insights into telecommunication activities, enabling Taff to optimize their communication strategies, improve customer service, and enhance operational efficiency. 5. Future-Proofing: Ensure Taff remains agile and adaptable to future technological advancements, with scalable and flexible systems allow us to grow and evolve without the need for frequent overhauls.

Katy Reed

Published 3 hours ago

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PfH Telecoms Network and Infrastructure Framework

Established in 2004, Procurement for Housing (PfH) is a national procurement consortium dedicated to the social housing sector and supported by the National Housing Federation (NHF), Chartered Institute of Housing (CIH) and HouseMark. Collectively our Members manage more than 90% of UK’ social housing stock, with PfH helping them to achieve efficiency savings using a wide range of services including framework agreements, dynamic purchasing systems, spend analyses, strategy reviews, consolidated billing and comprehensive reporting. PfH is a contracting authority under section 2 of the Procurement Act 2023 and a centralised procurement authority under section 1(4) of that Act. Please refer to www.pfh.co.uk for additional information. PfH is administered by Inprova Limited and is headquartered in the North West of England with over 20 years of expertise and experience offering a complete procurement solutions package across outsourcing, technology and consultancy. By integrating procurement services and technology, Inprova operates as a delivery partner, supporting business performance improvement for the public sector. PfH intends to establish a Framework Agreement for Telecommunications and Associated Services. The framework will provide services and associated products relating to networking and security including cloud-based solutions, voice solutions, unified communications, mobile communications and total communications, in addition to providing solution to support digital inclusion and solutions utilising the Internet of Things technologies. The Framework will be divided into lots which will be set out in the Tender Notice.

Katy Reed

Published 1 week ago

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Social Housing Emerging Disrupters (SHED 5) Framework Agreement

Established in 2004, Procurement for Housing (PfH) is a national procurement consortium dedicated to the social housing sector and supported by the National Housing Federation (NHF), Chartered Institute of Housing (CIH) and HouseMark. Collectively our Members manage more than 90% of UK’ social housing stock, with PfH helping them to achieve efficiency savings using a wide range of services including framework agreements, dynamic purchasing systems, spend analyses, strategy reviews, consolidated billing and comprehensive reporting. PfH is a contracting authority under section 2 of the Procurement Act 2023 and a centralised procurement authority under section 1(4) of that Act. Please refer to www.pfh.co.uk for additional information. PfH is administered by Inprova Limited and is headquartered in the North West of England with over 20 years of expertise and experience offering a complete procurement solutions package across outsourcing, technology and consultancy. By integrating procurement services and technology, Inprova operates as a delivery partner, supporting business performance improvement for the public sector. PfH intends to establish The Social Housing Emerging Disruptors (SHED) 5 Framework to promote innovation through establishing national arrangements to provide innovative goods, works and services to the housing market and the wider public sector. The first Social Housing Emerging Disrupters (SHED) Framework Agreement was launched in January 2022, comprising 18 innovative solutions. The aim was to create a framework of innovation permitting start-ups, small and medium sized businesses and the voluntary sector as well as established larger companies to offer their innovative products and services to the public sector. The second SHED framework (SHED 2) comprising a further 20 suppliers with a range of innovative solutions was launched in January 2023 and was shortlisted for the 'Innovation Procurement Project of the Year' Award by Built Environment Network. SHED 3 commenced in January 2024. SHED 4, comprising 17 solutions was launched in January 2025. To reflect the emerging nature of innovation, a fifth SHED Framework (SHED 5) will be procured in Autumn 2025. The solution will enable PfH Members to procure a range of products and services that offer real and innovative benefit to the housing and wider public sector. The framework will provide successful suppliers with the opportunity to promote their innovation and will allow fledgling markets to test their true potential, providing the foundations for success and wider adoption across the public sector. The Framework Agreement will operate on a national basis, providing an offering suitable for members of PfH in England, Wales, Scotland and Northern Ireland and other public bodies permitted to use the Framework Agreement. Suppliers will not be excluded for not being able to supply all regions. To register your interest, or find out more information, please email [email protected]

Katy Reed

Published 2 weeks ago

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Taff Telecoms Project 2025

PfH Telecoms Network and Infrastructure Framework

Social Housing Emerging Disrupters (SHED 5) Framework Agreement

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