203_25 Technology Enabled Care Products and Services

Award

Description

ESPO's Technology Enabled Care Products and Services framework, comprising the following lots:

Lot 1.1 - Technology Enabled Care (Telecare) products and associated services
Lot 1.2 - Technology Enabled Care (Telecare) services
Lot 2.1 - Telehealth products and associated services
Lot 2.2 - Telehealth services

The framework agreement has the option to extend for up to a further 24 months. The total estimated value stated includes the option period.

As part of the on-going contract management process, during the period of the Framework Agreement, ESPO shall monitor the financial stability of the awarded Suppliers during the period of the Framework Agreement by reference to credit rating agency reports. ESPO shall obtain a credit score for the Supplier on or before the Framework start date as a base score and where a significant change in the credit score is identified over the life of the Framework Agreement, ESPO reserves the right to investigate the reasons for this significant change. Depending on the severity of the changes, it will be at the sole discretion of ESPO to suspend or even permanently remove the Supplier from the Framework Agreement.

Additional information: As a Central Purchasing Body as defined in the Public Contracts Regulations 2015, the Framework Agreement is open for use by Public Bodies (defined at https://www.espo.org/amfile/file/download/file/9608/) that also fall into one of the following classifications of user throughout all administrative regions of the UK: Local Authorities; Educational Establishments (including Academies); Central Government Departments and Agencies; Police, Fire & Rescue and Coastguard Emergency Services; NHS and HSC Bodies, including Ambulance Services; Registered Charities; Registered Social Landlords; The Corporate Office of the House of Lords, The Corporate Officer of the House of Commons; or any public body established by or under the Scotland Act 1998 or any Act of the Scottish Parliament. Details of the classification of end user establishments and geographical areas are available at: https://www.espo.org/legal

ESPO has established a commercial trading company, ESPO Trading Limited, whose target clients are third sector organisations such as national and local charities, public sector mutual organisations and other organisations involved in the delivery of services to or for the public sector. The successful Supplier may be asked to enter into an additional separate framework agreement (the Second Framework) with ESPO Trading Limited on materially similar terms to that found in the tender pack to be entered into by ESPO itself.

Any Second Framework agreement will be a purely commercial agreement and will, for the avoidance of doubt, not be governed by the Public Contract Regulations 2015 or other public procurement legislation. ESPO Trading Limited may enter into the second framework agreement with the successful supplier and make it available to third sector clients who themselves are not required to follow the Public Contracts Regulations 2015 or other public procurement legislation. Accordingly, this is provided for bidders' information only.

An eAuction process may be used to award subsequent call off contracts following the reopening of competition among the parties to the Framework Agreement.

Similar Contracts

Open

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 1 month ago

AI Bid Assistant

Our AI-powered tool to help you create winning bids is coming soon!

View Contract Source Save Contract

Organisation

Food, Communities and Technology Procurement Team

[email protected]

Timeline complete

Publish
Bid
Evaluate
Award
Complete