National Education Telecoms Services Framework. REF: FAB/Telecoms/12 USER GUIDE FEATURES AND BENEFITS

Transcription

1 National Education Telecoms Services Framework REF: FAB/Telecoms/12 USER GUIDE FEATURES AND BENEFITS

2 Contents 1 Introduction Framework Summary Framework Contracting Option Buying from the Framework Running a Further Competition for Lots 1 to Buying Call Tariff Packages from Lots 2, 5 and Selecting a Supplier Further competition Further competition Support Service Placing an order Help Desk Complaints and Escalation Procedures Delivery and Fault Repair User Training Any Questions? APPENDIX A Supplier Contact Details APPENDIX B Further Competition Template APPENDIX C Further Competition Support Service Fee Structure APPENDIX D Example Framework Order Form APPENDIX F Framework Weighting... 27

3 1 Introduction The Crescent Purchasing Consortium is pleased to announce to its Members that it has put in place access to an EU compliant framework for a full range of Telecommunications Services and Solutions, ref FAB/TELECOMS/12 (hereafter the framework). It is a proactive, best value, collaborative framework that is accessible to Members through a combination of 12 Lots combining the supply of goods and services with the provision of telecommunications solutions designed to deliver an organisation s entire voice, data and image communications needs. 2 Framework Summary The framework represents a best value route to market. It is subject to a regular benchmarking programme, so Members can be ensured they will continue to obtain best value throughout the framework term. Full Details of the results of the benchmarking and case studies can be found on the National Telecoms Services Framework portal. The framework agreement is designed to be a one stop shop for a Member s requirements of telecommunications services and solutions. It has 12 Lots, each covering a general area of supply/service. These Lots are divided into three broad categories: Telecommunications Products and Services Lots 1 to 6 Integrated and Managed Telecommunications Solutions Lots 7 to 9 Professional and Commercial Telecommunications Support Lots 10 to 12 As well as being standalone Lots in their own right, the 12 lots are designed to be used in conjunction with one another to provider a matrix approach to telecommunications supplies, services and solutions; providing an innovative and industry leading framework. A full description of each Lot can be found below. Lot 1 Unified Communications Solutions This Lot covers all encompassing office communications solutions offering for example integrated Telephone, Voice Messaging, Desktop Agent/Supervisor, Contact Centre, Video Conferencing, and and Text management functionality. Software and hardware offered includes as a minimum the following key deliverables: Servers Telephony Unified Messaging IP Phones and Soft phones Licences Version Two: Issue Date February

4 Implementation Operations Support Six suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Purchase options can include anything from the provision of individual items to supplement existing systems already in use, through to the provision of total solutions. As all suppliers work with a number of manufacturers, it is recommended to engage all suppliers when seeking a quote even for individual items. A further competition is recommended to obtain the best price for complete systems. Lot 2 IP Telephony, Voice over IP services and Call Tariff Packages This Lot encompasses the provision and support of telephony systems utilising IP networks and/ or IP transmission/ switching. These may be: Voice over IP (VoIP) gateways for connection of external calls using PABX systems as proposed in Lot 4 below Local Area Network (LAN) based IP telephones Integrated desktop/ laptop IP telephony applications Session Initiated Protocol (SIP) based services for voice calls over internet/ intranet/ extranet services. It incorporates cost effective tariffs for calls made over these services. These include rates for every national, international and mobile numbering plan, using a consistent charging regime (e.g. per second/minute/call with consistent day/ time bands) across all numbering plans and easy to understand billing information. Version Two: Issue Date February

5 Five suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A Purchase options can include anything from the provision of individual items to supplement existing systems already in use, through to the provision of total solutions. As all suppliers work with a number of manufacturers, it is recommended to engage all suppliers when seeking a quote even for individual items. A further competition is recommended to obtain the best price for complete systems. Members can directly purchase call tariff packages from the awarded suppliers and full details of the packages can be found on the National Telecoms Services Framework: However, as the call tariff market is fluid and highly competitive, Members may achieve more beneficial pricing through requesting competitive spot quotes from all suppliers. Lot 3 Wide Area Network (WAN), Virtual Private Network (VPN) and Broadband Services This Lot encompasses the provision and support of external digital/ data network connections. These may be: Point to Point Leased Lines between customer sites/ locations (WAN) at speeds up to 10Gb as available within each supplier's product portfolio Point to Multipoint Leased Lines comprising a Virtual Private Network (VPN) at speeds up to 10Gb as available within a supplier's product portfolio Dedicated virtual networks (VPNs) using broadband access network technologies such as ADSL, VDSL, etc. at speeds rated by the supplier's deployment of such technologies Dedicated network services such as direct fibre provision, microwave radio, direct optical links, etc between customer sites/ locations. Dedicated or discrete always on access circuits at speeds of 2Mbs to 300Mbs as supported by FTTC solutions, or up to multi Gigabit speeds as supported by FTTP solutions. Version Two: Issue Date February

6 Switched circuit connections (e.g. PSTN lines) as used for data, telemetry, monitoring and alarm services. These (and other recognised) connections can be combined into complete managed networks for the Member (e.g. WANs or VPNs), compliant with the levels of availability, resilience and security required by the Member as relevant to the voice, data and image traffic carried. Two suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Purchase options can include anything from the direct provision of individual circuits or connections to supplement existing networks already in use, through to the provision of total network solutions. As all suppliers work with a number of carriers, it is recommended to engage all suppliers when seeking a quote even for individual items. A further competition will be required to obtain the best price for complete networks. Lot 4 Local Area Network (LAN) and associated services This Lot encompasses the provision and support of digital connections, network equipment and servers, along with associated support services within premises. It includes the provision of all active network equipment required to: Connect and establish the network Establish effective routing and connection paths across the network and to devices on other sites Provide Intrusion Prevention Systems (IPS) and Intrusion Detection Services (IDS). These should be configured to enable the levels of security required by the Organisation Effectively manage the routing of traffic and established connection paths Prioritise traffic according to its specified Class of Service to ensure optimum performance Successfully monitor network traffic and performance It incorporates the use of industry leading wifi access to LANs (using g and above), including all active equipment and security devices, It also allows gateways and devices required for linking LAN environments with academic wide area networks, such as Local Grids for Learning (LGfLs), JANET and SuperJANET, including all addressing and security aspects. Plus it allows for gateway connections to other public sector services, subject to any necessary compliance checks regarding security, resilience and availability etc. Version Two: Issue Date February

7 Three suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Purchase options can include anything from the provision of individual network items to supplement or replace components in existing LANs already in use, through to enabling the Member to construct and manage their own LAN. These items range from cables and connectors through to network management devices. Total LAN solutions can also be purchased. As most suppliers work with a number of manufacturers as well as having a preferred relationship, it is recommended to engage all suppliers when seeking a quote even for individual items. A further competition is recommended to obtain the best price for complete systems. Lot 5 PABX systems, PSTN Lines and Call Tariff Packages This Lot encompasses the provision and support of telephone switching systems for internal and external telephony, along with associated connections to switched telephony services. These may be: PBX systems with dedicated operator functions Hybrid Office Telephone and Key Systems It incorporates the provision and rental of line connections to PSTN services and cost effective tariffs for calls made over these lines. These include rates for every national, international and mobile numbering plan, using a consistent charging regime (e.g. per second/minute/call with consistent day/ time bands) across all numbering plans and easy to understand billing information. Three suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Version Two: Issue Date February

8 Purchase options can include anything from the provision of individual items to supplement existing systems already in use, through to the provision of total solutions. As suppliers work with a number of manufacturers, it is recommended to engage all suppliers when seeking a quote even for individual items. A further competition is recommended to obtain the best price for complete systems. Members can directly purchase call tariff packages from the awarded suppliers, and full details of the packages can be found on the National Telecoms Services Framework: However, as the call tariff market is fluid and highly competitive, Members may achieve more beneficial pricing through requesting competitive spot quotes from all suppliers. Lot 6 Mobile Devices, Services and Tariff Packages This Lot encompasses the provision and support of mobile telephony and data devices, together with associated billing, connection and information services, These include: A range of mobile telephones including smartphones Mobile data devices for 3G, 4G, HSDPA etc including devices providing local personal wifi capability Mobile information devices utilising a combination of 3G, 4G, HSDPA, 802.x wifi, Bluetooth etc Specific Mobile Voice, Text and Data Call Tariff Packages Services and related hardware from the all the Major Network Operators (Vodafone, EE, O2, 3 Mobile etc). Two suppliers awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Version Two: Issue Date February

9 Purchase options can include anything from the provision of individual items to supplement existing contracts and services, through to the provision of total solutions. Members should note that best value solutions can be obtained from all the major Mobile Network Operators (O2 Telefonica, Vodafone, EE, 3 Mobile etc) through either of the suppliers on this Lot. Their stature in the market gives them access to wholesale agreements with each Major Network Operator that delivers the best value rates available through the framework. It is therefore recommended that all suppliers be asked to quote even for individual items, unless the requirement is for a specific item to go onto a pre existing agreement with a particular mobile network. A further competition is recommended to obtain the best price for complete refresh of a Member s mobile requirement. Members can directly purchase call tariff packages from the awarded suppliers, and full details of the packages can be found on the National Telecoms Services Framework: However, as the call tariff market is fluid and competitive, Members may achieve more beneficial pricing through requesting competitive spot quotes from all suppliers. Either approach can include the migration/ transfer of existing handsets that Members wish to retain. Lot 7 Solutions Design and Support This Lot encompasses all technical and operational design services related to the provision of solutions that comprise the various products and services provided through Lots 1 to 6. It provides ready access to high quality technical support to ensure your telecoms needs are fully understood and the best solution derived. This Lot enables you to have a holistic solution designed and then delivered via the other Lots on this Framework. It covers: The scope and extent of design services offered for such solutions The scope and extent of support services offered for such solutions Integration assurance between all components in the solution Two suppliers have been awarded a place on this Lot are detailed. The suppliers are detailed below, with full contact details in Appendix A: Version Two: Issue Date February

10 This integrated solutions Lot, provides purchase options that include the commissioning of a design that encompasses and integrates products and services from a range of those listed for Lots 1 to 6. For example, the design of a solution that completely integrates Unified Comms, LAN and Mobile environments (Lots 1, 4 and 6) across a single VPN (Lot 3). Depending upon Members wishes, the awarded supplier of this design work can use their own products and services (if awarded to the relevant Lot) or be required to work with other suppliers from other Lots as selected/ awarded, by the Member. Members may also simply purchase design services through this Lot, in order to design a solution using either products and services not listed in Lots 1 to 6, or from other suppliers that have been (or will be) separately procured. The market here is both fluid and competitive and therefore a further competition is recommended for this Lot. Lot 8 Installation and Provisioning Services This Lot encompasses all technical and operational services related to the provision of telephony solutions that comprise the various products and services provided through Lots 1 to 6. Simple provision, installation or implementation of the services offered under Lots 1 to 6, are included as part of each service offering and associated price. However, where fuller professional services are required this Lot provides access to these. Examples of types of services include: Project management of solution implementation Co ordination of solution implementation and installation across multiple suppliers Integration and configuration management between suppliers and components across the entire solution Acceptance testing on behalf of the client/ customer Two suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Version Two: Issue Date February

11 Purchase options include the implementation and provisioning of a design that encompasses and integrates products and services from a range of those listed for Lots 1 to 6. For example, Utilising Lot 7 you can develop the design of a solution that completely integrates Unified Comms, LAN and Mobile environments (Lots 1, 4 and 6) across a single VPN (Lot 3). You can then implement this solution with all the associated support required to establish an integrated solution (e.g. project management, system configuration and integrity testing) under this Lot. Depending upon Members wishes the awarded supplier may implement their own products and services (if awarded to the relevant Lot) or be required to work with other suppliers from other Lots as selected/ awarded, by the Member. Members may also simply purchase implementation and provisioning services through this Lot, in order to implement a solution using either products and services not listed in Lots 1 to 6, or from other suppliers that have been (or will be) separately procured. The market is both fluid and competitive and therefore a further competition is recommended for this Lot. Lot 9 Maintenance and Management Support Services This Lot encompasses all technical, operational and management support services related to any solutions that comprise the various products and services provided through Lots 1 to 6. These do not include basic maintenance and support of the services offered under Lots 1 to 6, which are defined in the relevant Lot alongside the service offering and associated price. However, services under this Lot may include: Overall solution support, e.g. network monitoring and management Incident management Performance monitoring including utilisation reporting and capacity planning etc Two suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Version Two: Issue Date February

12 Purchase options include the maintenance and management support encompassing and integrating products and services from a range of those listed for Lots 1 to 6. For example, the maintenance and management of a solution that completely integrates Unified Comms, LAN and Mobile environments (Lots 1, 4 and 6) across a single VPN (Lot 3). Depending upon Members wishes the awarded supplier may support their own products and services (if awarded to the relevant Lot) or be required to work with other suppliers from other Lots as selected/ awarded by the Member. Members may also simply purchase maintenance and management support services through this Lot, in order to support a solution using either products and services not listed in Lots 1 to 6, or from other suppliers that have been (or will be) separately procured. The market is both fluid and competitive and therefore a further competition is recommended for this Lot. Lot 10 Billing and Estate Management This Lot relates to specific services offered to ensure on going Best Value/ Value for Money through the most cost effective and efficient running of services offered under Lots 1 to 6 and solutions offered under Lots 7 to 9. This includes: Inventory management Third Party Billing Analysis and Management etc One supplier has been awarded a place. The supplier is detailed below, with full contact details in Appendix A: Version Two: Issue Date February

13 Purchase options include the management by the provider on behalf of the Member, of an environment encompassing and integrating products and services from a range of those listed for Lots 1 to 6. For example, estate and billing management of a solution that completely includes Unified Coms, LAN and Mobile environments (Lots 1, 4 and 6) across a single VPN (Lot 3), where various providers charge separately for aspects of the solution. Depending upon Members wishes the awarded supplier may support their own products and services (if awarded to the relevant Lot) or be required to work with other suppliers from other Lots as selected/ awarded by the Member. Members may also simply purchase billing and estate management services through this Lot, in order to support a solution using either products and services not listed in Lots 1 to 6, or from other suppliers that have been (or will be) separately procured. Lot 11 Consultancy Services This Lot relates to other professional services offered that do not fall under Lots 1 to 10. These include for example support in: Analysis of current services Needs Analysis Business and Technical Requirements definition Business and Commercial Case production Two suppliers have been awarded a place on this Lot. The suppliers are detailed below, with full contact details in Appendix A: Purchase options include the provision of professional services to determine a Member s ICT requirements, prior to procuring any range of services under Lots 1 to 10 and 12. The awarded supplier will provide independent advice irrespective of their interests or capabilities under any other Lot. Members may also simply purchase professional services through this Lot, in order to determine any other ICT requirement, that may or may not lead to a procurement of subsequent services under this framework. The market is both fluid and competitive and therefore a further competition is recommended for this Lot. Version Two: Issue Date February

14 Lot 12 Commercial Partnering Opportunities This Lot relates to the use of infrastructure, systems or services offered above as a revenue generating opportunity for the Member. Suppliers are of course at liberty to offer revenue sharing commercial opportunities as part of their financial proposals for the provision of services under Lots 1 to 10. However, there may be other opportunities to commercialise telecommunications services that require a wider scope than that originally procured. For example, these could include (but not be limited to): Retail on sale or establishment of a bespoke wholesale mobile phone provision, support and call tariffs for third party end users Broadband connectivity, Internet and content service provision across any WAN/ LAN or other connection provided under this Framework Mobile Information Services for on campus and remote access using fixed and portable data devices, etc One supplier has been awarded a place on this Lot. The supplier is detailed below, with full contact details in Appendix A: Purchase options include the commercialisation of any services under Lots 1 to 10. For example, the provision of content and information services over a fixed and wireless LAN (Lot 4) from Mobile Information Points and to smartphones via apps (Lot 6), including closed user group voice, text and messaging services (Lot 1). Depending upon the Members wishes the awarded supplier may develop opportunities relating to their own products and services (if awarded to the relevant Lot) and those provided by other suppliers from other Lots as selected/ awarded by the Member. Members may also simply use this Lot to develop an independent commercial arrangement covering other ICT services procured separately. Version Two: Issue Date February

15 3 Framework Contracting Option Lot 1 Lot 2 Lot 3 Lot 4 Lot 5 Lot 6 Outright Purchase without associated service and maintenance Yes Yes No (1) Yes Yes No (2) Outright Purchase with associated service and maintenance Yes Yes Yes (1) Yes Yes Yes (2) Lease/ Rental options Yes Yes Yes Yes Yes Yes (2) Commercial/ revenue share options Yes Yes Yes Yes Yes Yes Lot 7 Lot 8 Lot 9 Lot 10 Lot 11 Lot 12 Time and materials charges Yes Yes Yes Yes Yes No Fixed fee Yes Yes Yes Yes Yes Yes (3) Fixed fees with SLA credits Yes Yes Yes Yes No No Commercial/ revenue share options Yes Yes Yes Yes No Yes Notes: 1. Network services are normally rented. However, outright purchase with/ without service and maintenance may be available on: a) Dedicated network services such as direct fibre provision, microwave radio, direct optical links, etc b) Network terminating equipment 2. Handset/ device only purchase options are not available. Network service must be included. However, as with all mobile tariff arrangements, part purchase options are available. 3. Commercial arrangements could include a fixed fee for service or concession. 4 Buying from the Framework How do Members buy from the framework? This depends upon the requirement customers have. 4.1 Running a Further Competition for Lots 1 to 12 Members must engage in a further competition exercise amongst the providers within each respective Lot(s) they are purchasing from as, with the exception of standard call tariff packages (see 4.2 below), the specific requirements of each Member will vary. All suppliers within the respective lot must be given the opportunity to engage in a further competition unless there is an aspect of your requirement which cannot be met by all, in which case only those capable of meeting this requirement need be invited to bid. Version Two: Issue Date February

16 Whereas all suppliers must be given the opportunity to engage in the further competition, they are not obliged to submit a quotation and may decide not to submit a bid under the further competition. A further competition can be conducted in one of two ways; a traditional further competition process or via a capability assessment route. The following is an example of a traditional further competition process (for illustrative purpose only): The following is an example of a capability assessment route to further competition process (for illustration purposes only): Version Two: Issue Date February

17 4.2 Buying Call Tariff Packages from Lots 2, 5 and 6 There is only one aspect of the framework where suppliers have proposed and submitted pricing for standard catalogue items; this relates to the tariffs for fixed and mobile calls, included as part of the product and services sets in Lots 2, 5 and 6. If Members wish to exclusively procure just a call tariff package, they can select from the pricing tables shown under the Call Tariff tabs on the National Telecoms Services However, it is strongly recommended that a further competition is run even for call tariffs if there is a requirement for any other product or service, as this may have a positive effect on tariff rates. Version Two: Issue Date February

18 5 Selecting a Supplier Further competition In all cases, with the exception of tariff package purchases as described in 4.2, Members are required to conduct a further competition to select their preferred supplier. Only suppliers on the chosen Lot (s) can be invited to submit a bid. Even though all suppliers under the chosen Lot (s) must be given the opportunity to submit a bid through the further competition exercise, some suppliers may from time to time elect not to participate. This doesn t invalidate your further competition and the quotations received should continue to be evaluated. Basic advice and guidance upon conducting further competitions can be obtained from the Help Desk (see section 8). A standard further competition template for use in a traditional further competition is attached in Appendix B for Framework Users wishing to undertake their own further competition exercise. 6 Further Competition Support Service Free of charge advice and guidance can be obtained from the framework Help Desk (see Section 8 below). However if your requirement is particularly complex or you require assistance in undertaking the further competition, the framework offers a comprehensive further competition procurement service. The service fees vary depending upon the potential scale of the requirement and full details can be found in Appendix C. The further competition support service provides either a light touch documentation review service prior to engaging in the further competition, or a full procurement support service to undertake a fully compliant further competition exercise, be it a traditional exercise or a capability assessment exercise. The full procurement support service includes: Version Two: Issue Date February

19 The service includes up to two visits to a Member s site (at the service provider s discretion); be that to determine requirements, assess supplier capability, undertake evaluations or present findings. All other activities will be undertaken through electronic communication. The documentation review service is available to Members engaging in further competitions. A Member s completed further competition documentation can be reviewed, critiqued and where appropriate amendments suggested, ensuring the documentation is fit for purpose and in keeping with spirit of the framework; thus enhancing the chances of a successful further competition. It is important to note that this service does not provide a documentation drafting service. Documentation drafting is an integral part of the full procurement support service detailed earlier this section. Should you require further information about either of these services, or wish to benefit from the services, please contact the Strategic Contract Manager Steve Davies: Steve.davies@educationtelecomsframework.org Version Two: Issue Date February

20 7 Placing an order Having selected your chosen supplier and telecommunications service or solution, orders should be placed via the Framework Order Form a copy is detailed in Appendix E. Your preferred supplier will populate the Order Form with the full details of your requirement and then present you with a completed Order Form for signature. The Order Form under which the contract will be enabled clearly references the framework terms and conditions. 8 Help Desk Telecommunications procurement can be a complex undertaking and Members are encouraged to utilise the free of charge advice and guidance available from the Help Desk. Advice and guidance and day to day contract management support is available from the framework Help Desk, which is open from 09:00 to 17:00 Monday to Friday excluding Bank Holidays and can be contacted either by phone or as follows: enquiries@educationtelecomsframework.org Tel: Fax: The friendly Help Desk staff will be on hand to answer your questions and assist you in any way they can. Specifically they can: Version Two: Issue Date February

21 Calls and enquiries relating to support, maintenance and faults with products and services should not be directed towards the Help Desk. All products, services, systems and solutions supplied under the framework are provided with support arrangements in line with the requirements you state within the specification for the Further Competition. The awarded supplier will provide you with support and maintenance contact details in line with the Service Level Agreement you establish between yourself and the supplier and undertake all actions necessary to meet these service levels. However, if you become dissatisfied with you supplier s performance under this agreement, you can escalate the matter through the Help Desk (see below). 9 Complaints and Escalation Procedures Day to day complaints should be raised in the first instance with your chosen supplier. Where appropriate they may also be raised/escalated to the Help Desk. All complaints raised with the Help Desk will be recorded and the way forward agreed with the Member. In the vast majority of cases such complaints will be addressed to the satisfaction of the Member within a reasonable period of time (such time will vary depending upon the nature of the complaint). However in the unlikely event that a complaint is not resolved to the satisfaction of the customer within a reasonable time, complaints should be escalated as follows: Version Two: Issue Date February

22 10 Delivery and Fault Repair Members are encouraged to put in place their own local contract management regime to ensure performance of their chosen supplier. This local regime should be established through variances to the standard template framework contract terms agreed with the supplier selected following a further competition. The local regime should include: Specific Service Level Agreements (SLAs) regarding delivery and implementation times SLAs relating to operational support, maintenance and restoration of service Other Key Performance Indicators (KPIs) specific to contract performance, such as billing conditions, statistics and reports and contract review meetings. All local requirements must be mutually agreed with your chosen supplier. The framework support team can provide support and advice in determining SLAs and KPIs appropriate to your specific requirements. Should you require further information, or wish to benefit from this support, please contact the Strategic Contract Manager Steve Davies: Steve.davies@educationtelecomsservicesframework.org In addition to the arrangements specific to each contract, a comprehensive contract management regime underpins the operation of the framework itself. Suppliers performance across all contracts let through the framework is continually monitored across all user organisations and issues addressed as they come to light. The framework Strategic Contract Manager will undertake regular contract performance and management review meetings with all suppliers as part of this performance monitoring process. Members should therefore ensure that the framework Strategic Contract Manager is made aware of any issues of any persistent or unresolved nature so they can be addressed with the appropriate supplier at the appropriate supplier review meeting. 11 User Training Comprehensive user training is provided as part of all implementations, as appropriate to the product or service procured. Suppliers may provide basic training for users and/or Super User training if required, thus allowing the receiving organisation to train other staff members themselves thereafter. General advice and guidance can of course be obtained via the Help Desk. 12 Any Questions? Should you have any questions about the operation of the framework that are not adequately covered by the User Guide, please do not hesitate to contact the Help Desk. Version Two: Issue Date February

23 13 APPENDIX A Supplier Contact Details Supplier Contact Position Telephone ANS Group Sara Aldred Bid Manager Sara.aldred@ansgroup.co.uk Aspire Technologies Justin Godfrey Sales Executive Justin.godfrey@aspirets.com LDD Group Jamie Hullah Telecoms Manager jamieh@ldd.co.uk Mason (Analysis Mason) David Townsend Account Manager contact@mason.biz MLL Telecom Clair Dawson Account Manager framework@mlltelecom.com Networks First Kasia Murphy Public Sector Account Manager KasiaMurphy@networkfirst.com Pinacl Solutions Joanne Jones Bid Supervisor PQQ@pinaclsolutions.com STL Communications Peter Allen Sales Manager pallen@stlcomms.com Version Two: Issue Date February

24 14 APPENDIX B Further Competition Template APPENDIX B IS ATTACHED AS A SEPARATE FILE Version Two: Issue Date February

25 15 APPENDIX C Further Competition Support Service Fee Structure Initial advice and guidance is available from the Help Desk. However should it be required, Further Competition Support Services are available upon payment of the appropriate fees. The Further Competition Support Services are chargeable services available to any Member as follows: 1. Documentation Review Service The fee for this service is 150 per further competition document set. 2. Full Procurement Support Service The full procurement support service has two fee rates: per hour for the first 40 hours of support per hour thereafter The fees will be exclusive of VAT and travel and subsistence. Each will include full procurement support to undertake a further competition exercise; support to include: Version Two: Issue Date February

26 All activities will commence with a visit to your organisation to discuss the scope and scale of your requirement. This will be at no charge. Where less than 40 hours of support is required, further dialogue will be undertaken through electronic communication. For more than 40 hours of support, the service includes up to two further visits for every 80 hours of support provided (at the service provider s discretion); be that to further refine requirements, undertake evaluations or present findings. All other activities will be undertaken through electronic communication. Version Two: Issue Date February

27 16 APPENDIX D Example Framework Order Form NATIONAL EDUCATION TELECOMS SERVICES CONTRACT PURCHASE ORDER FORM PLEASE PROCESS THIS ORDER WITH LOCATION NUMBER CONTRACT No FAB/Telecoms/12 Tel: Fax: [ ] wishes to order/lease the below mentioned Products for a Minimum Term of Months. This Purchase Order is for the [purchase/rental] of the Products detailed below in accordance with the Terms & Conditions of the above contract as agreed between Crescent Purchasing Consortium. Item Code Description Quarterly Rental/Purchase *Total lease rental payable quarterly in advance or Purchase Price excl VAT Name of Establishment (The Customer) Delivery/ Site Address Invoice Address (If different) Post Code Post Code [ ] Contact Name (PRINT) (Mr/Mrs/Miss/Ms/Dr/Rev) Tel No: Fax No: Installation Date preference existing copier * This replaces my Signature (Customer) Date: Name (Print) Position Version Two: Issue Date February

28 Item Description Quarterly Rental /Purchase Name of Establishment (The Customer) Signature (Customer) Date: Name (Print) Position Appendix Name Version Two: Issue Date February

29 17 APPENDIX F Framework Weighting The weighting used to select providers through the original Invitation to Tender process is detailed below. Weighting is listed on a Lot by Lot basis and is provided for information purposes to assist Members in determining their further competition evaluation criteria and associated weighting. Members are advised to select evaluation criteria and associated weighting that supports the spirit of the particular Lot under which they are conducting their further competition and can be clearly related back to the original published criteria. Certain criteria may be more or less relevant or indeed not relevant at all, to a Members further competition and therefore their evaluation approach may be subtly different to that adopted in the original Invitation to Tender. Lot 1 Unified Communications Solutions Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Implementation: 250 points: 1 (a) Phased Approach 60 2 (a) Project Management Methodology 60 2 (b) Project Manager 30 2 (c) High level Gantt chart 10 3 (a) Team Resources key list of project staff 30 3 (b) Resources required from The Group 30 4 (a d) Training 30 IP Telephony & Unified Communications 175 points: 1 Capacity / Scalability 25 2 Voice Quality 25 3 Features 25 4 (a) Availability recommended configuration 10 4 (b) Core system reliability 10 4 (c) Increasing Availability 10 5 Traffic Capacity 10 6 Interfaces 35 7 Directory Information 10 8 Search 15 IP Phones & Softphones 50 points: 1 Range / Type of Phones available 20 2 Display 5 3 (a) IP Phone configuration 5 3 (b) registering devices 5 3 (c) Automatically re registering 5 3 (d) Power 5 Version Two: Issue Date February

30 4 Other 5 Unified Communications 175 points: 1 Unified Mailbox 25 2 (a) Auto attendant capability 10 2 (b) Administration / Maintenance 10 2 (c) Customisation capabilities 10 3 Presence 25 4 Collaboration 20 5 Call Agents 25 6 Supervisor Feature 25 7 Real Time Dashboard 25 Maintenance and Support 50 points TOTAL POINTS 1,000 points Lot 2 IP Telephony, Voice over IP services and Call Tariff Packages Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points IP Telephony 220 points 1 Design 40 2 Capacity / Scalability 20 3 Voice Quality 20 4 Features 20 5 (a) Fault tolerance of recommended configuration 30 5 (b) Core system reliability 20 5 (c) Increasing Availability 10 6 Systems and Traffic Capacity 20 7 Interfaces 10 8 Directory Information 15 9 Search Other 5 IP Phones & Softphones 100 points 1 Range / Type of Phones available 20 2 Display 10 3 (a) IP Phone configuration 15 3 (b) registering devices 20 3 (c) Automatically re registering 20 3 (d) Power 10 4 Other 5 Other Functionality 100 points Version Two: Issue Date February

31 1 User specific voic 10 2 a) Auto attendant capability 10 2 b) Auto attendant Administration / Maintenance 5 2 c) Auto attendant Customisation capabilities 5 3 Presence 10 4 a) Contact Centre Agents 20 4 b) Contact Centre Supervisor Features 20 4 c) Real Time Dashboard 10 4 d) Call Categories and Wrap Codes 5 5 Other 5 Implementation 100 points 1 Phased Approach 5 2 a) Project Management 20 2 b) Project Manager 5 2 c) High level Gantt Chart 5 3 a) Team Resources list of key project staff 5 3 b) Resources required from The Organisation 10 4 Engineering 10 5 Installation 10 6 Commissioning and Acceptance 20 7 Deployment and Handover 10 Documentation and Support 100 points 1 a) System and engineering documentation 20 1 b) Other relevant documentation 20 2 Training 20 3 Basic level support 20 4 Enhanced level support 10 5 Flexibility in support arrangements 10 Voice over IP/ SIP trunks and services 80 points 1 Range and ease of integration with system 25 2 Resilience of external links 30 3 Simplicity of tariff packages 25 TOTAL POINTS 1,000 points Version Two: Issue Date February

32 Lot 3 Wide Area Network (WAN), Virtual Private Network (VPN) and Broadband Services Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Network Design 300 points Network architecture offices 40 Network architecture MDU 40 Network architecture estate 30 CPE and network management equipment 40 Performance 20 Nominal Capacity 20 Peak Capacity 20 Capacity constraints 10 Resilience 30 Availability 30 Cost effectiveness 10 Other 10 Implementation and Commissioning 150 points Project Management 20 Engineering 40 Installation 20 Commissioning and Acceptance 40 Deployment and Handover 30 Documentation and Support 150 points Network and engineering documentation 20 Other relevant documentation 10 Administrator training 20 Technical training 20 Basic support 20 Enhanced support 40 Support flexibility 20 General Network Service Offerings 100 points Network product range 40 Network product quality 40 Effective pricing 20 TOTAL POINTS 1,000 points Version Two: Issue Date February

33 Lot 4 Local Area Network (LAN) and associated services Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points LAN Design 320 points LAN main admin building 30 LAN teaching faculty building 20 LAN student accommodation 30 Directory and User Authentication 30 Device configuration and LAN management 20 Wireless LAN 20 Academic network integration 20 LAN performance 20 Capacity/ scalability nominal 20 Capacity/ scalability peak 20 Capacity constraints 10 Resilience 30 Availability 20 Cost effectiveness 20 Other 10 Implementation and Commissioning 80 points Project Management 10 Engineering 20 Installation 20 Commissioning and acceptance 20 Deployment and Handover 10 Documentation and Support 120 points Network and engineering documentation 20 Other customer documentation 10 Administrator training 10 Technical training 20 Basic support 30 Enhanced support 20 Support flexibility 10 Network monitoring and Security 120 points IPS 30 IDS 30 Traffic and performance monitoring 20 Wireless management 20 Academic network management 20 General LAN Provision 60 points Version Two: Issue Date February

34 LAN products range 20 LAN products quality 20 Effective pricing 20 TOTAL POINTS 1,000 points Lot 5 PABX systems, PSTN Lines and Call Tariff Packages Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Main System design and capability 300 points Administration centre system 50 Depot system 50 Extension devices 50 Systems performance 30 Capacity constraints 20 Resilience 40 Carrier services 30 Ease of Tariffs 30 Implementation and Commissioning 180 points Project Management 20 Engineering 30 Installation 30 Commissioning and Acceptance 50 Deployment and Handover 50 Documentation and Support 220 points Systems admin and technical documentation 30 Supervisor and user documentation 20 Administrator and user training 30 Technical support training 20 Basic support 50 Enhanced support 50 Support flexibility 20 TOTAL POINTS 1,000 points Version Two: Issue Date February

35 Lot 6 Mobile Devices, Services and Tariff Packages Price 60% Quality 40% EVALUATION CRITERIA MAXIMUM SCORE Price 600 points Quality of Product subdivided as follows: 400 points Range and Quality of Mobile Devices 110 points Smartphones 30 Basic Phones 30 Data Devices 30 SIM only provision 20 Network Quality (coverage and capacity) 160 points 2G Coverage 30 3G Coverage 30 4G Coverage 10 4G Services 10 2G Data Capacity 5 3G Data Capacity 30 4G Data Capacity 20 Integration 15 Tariff ease of use 10 Customer support 70 points Administrator documentation 10 User documentation 10 Administrator and user training 10 Technical training 10 Ordering, provisioning and activation 30 Technical support 60 points Basic support 25 Enhanced support 25 Support flexibillity 10 TOTAL POINTS 1,000 points Version Two: Issue Date February

36 Lot 7 Solutions Design and Support Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Solution Design 350 points Scope of Design capabilities 50 Design Approach 70 Aspects considered 30 Solution vs Technical Design 30 Design integrity 70 TDA Role 70 Solution Design documentation 30 Support operations and processes design 350 points Support Environment Design 70 Integrating Support 70 Third Party Relationships 70 Documentation: organisation 30 Documentation: 3 rd party suppliers 50 Training: organisation 30 Training: 3d party suppliers 30 TOTAL POINTS 1,000 points Lot 8 Installation and Provisioning Services Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Project planning and management 250 points Scope 30 Project Planning 60 Project Management: Approach 50 Project Management: Headcount 40 Project Management: Examples 40 Implementing solutions vs services 30 Configuration and installation 150 points Version Two: Issue Date February

37 Design Integrity 50 TDA 50 3 rd party relationships 50 Implementation and integration 100 points Integration 50 3 rd party relationships 50 Acceptance testing and commissioning 200 points Acceptance Stages and Scope 50 3 rd party relationships 50 Commissioning 50 Documentation: organisation 30 Documentation: 3 rd party suppliers 20 TOTAL POINTS 1,000 points Lot 9 Maintenance and Management Support Services Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Operational Structure 250 points Scope 50 Approach: systems 70 Approach: processes and procedures 60 Help Desk 70 Performance Management 450 points Management and Monitoring 50 Reactive vs Proactive management 70 Onsite vs Remote 70 Communications channels and SLAs 70 Response and Restoration 70 3 rd party relationships 70 Capacity Management 50 TOTAL POINTS 1,000 points Version Two: Issue Date February

38 Lot 10 Billing and Estate Management Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Estate and inventory management 200 points Scope 30 Approach: general 40 Approach: systems and processes 40 Approach: resources 40 Intended outcomes 50 Billing management and cost control 200 points Approach: general 40 Approach: systems and processes 50 Approach: resources 50 Intended outcomes 60 Estate and billing optimisation and rationalisation 300 points Scope 40 Approach: optimising assets 60 Approach: optimising billing 60 Intended outcomes: asset optimisation 70 Intended outcomes: cost reduction 70 TOTAL POINTS 1,000 points Lot 11 Consultancy Services Price 30% Quality 70% EVALUATION CRITERIA MAXIMUM SCORE Price 300 points Quality of Product subdivided as follows: 700 points Scope/ Range of professional services 60 points Number and skills of resources 80 points Accreditations : personal 70 points Accreditations : project 90 points Accreditations : company 50 points Version Two: Issue Date February

39 Flexibility of commercial structures Realising benefits: Housing Realising benefits: Further Education Realising benefits: Local Authorities TOTAL POINTS 80 points 90 points 90 points 90 points 1,000 points Lot 12 Commercial Partnering Opportunities Price 0% Quality 100% EVALUATION CRITERIA Price Quality of Product subdivided as follows: Approach to commercial partnering Ability to Innovate Potential Initiatives: Housing Association Housing Association commercial outline Potential Initiatives: Further Education Further Education commercial outline Potential Initiatives: Local Authority Local Authority commercial outline TOTAL POINTS MAXIMUM SCORE 0 points 1000 points 125 points 125 points 150 points 100 points 150 points 100 points 150 points 100 points 1,000 points Version Two: Issue Date February

40 Use of Supplier Presentations and Site Visits as part of the Bid Evaluation Process Supplier presentations can be received as part of the evaluation process. Should you wish to have supplier presentations you must make mention of this within your further competition documentation. In most cases supplier presentations are not scored in their own right but are instead used as way of clarifying the Evaluation Panel s understanding of the suppliers written submissions. The Evaluation Panel may elect to reassess a score given to a supplier in respect of the evaluation criteria where it is clear from a presentation that the Evaluation Panel has misinterpreted the written submission. If supplier presentations are to be scored one must take great care to ensure that whatever is to be scored is clearly determined in advance of the presentation. It is also important that suppliers are aware of how the presentation is to be assessed. Site visits can be undertaken but similarly to presentations, they are generally not scored in their own right but are instead used as a means of clarifying the Evaluation Panel s understanding of the suppliers written submissions. The Evaluation Panel may elect to reassess a score given to a supplier in respect of the evaluation criteria where it is clear from a site visit that they have misinterpreted the written submission. Version Two: Issue Date February