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TENDER
Active Services
Unified Communications
Published 3 Aug 2026
3 Aug 2026
Closed 9 Sep 2026
- Primary CPV
-
32412000 *
Communications network
- Location
- 🇬🇧 Wales
- Value
- £882,000
- Contract
-
3 years Duration
28/09/2026 27/09/2029
- Contract Types
-
32 *Radio, TV & telecommunications equipmentFull CPV Breakdown
- SME suitable
- Not stated
Publisher Address
St Hilary Court,, Cardiff, CF5 6ES, United Kingdom · UKL
Contact
Award Criteria
- Quality (40%)
- Cost (40%)
- Supplier Presentations (20%)
- Bidding Documents (etenderwales.ukp.app.jaggaer.com) · Bidding Documents
Related tenders
HAFOD HOUSING ASSOCIATION LIMITED
All notices from this publisher Same CPV code
32412000 *
All notices with this CPV code
Reference: 2026H000002.00
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.
Full CPV breakdown
- 32412000 — Communications network (primary)
Notice details
- Buyer type
- Local authority
- Competition
- Open competition (any supplier can bid)
- Contract type
- Services
- Procurement method
- Open procedure
- Main category
- Services
- Above threshold
- Yes
- Legal basis
- UKPGA 2023/54
- Notice status
- Active
- Renewal
- contract structure is an initial 3 years plus an optional 2 + 2 + 2 years extension
- Options
- The contract includes options to purchase additional supporting user licenses, endpoints/hardware, associated software modules, and ad-hoc professional configuration services throughout the duration of the contract and any subsequent extension periods to accommodate changes in organisation headcount or operational structure.
- Submission method
- https://etenderwales.ukp.app.jaggaer.com/go/15658153019F3682B82A
- Award decision expected
- 22 Sep 2026
- Language
- EN
- Published
- 03 Aug 2026 14:58
- Deadline
- 09 Sep 2026 12:00
- OCID
- ocds-h6vhtk-06c368
- Notice ID
- 2026H000002.00
Full notice record
81 detailsEverything the publisher included in this notice, organised by section. Contact details hidden: upgrade to Pro to see
Organisations
| Name | HAFOD HOUSING ASSOCIATION LIMITED |
| Address › Street | St Hilary Court, |
| Address › Town / city | Cardiff |
| Address › Postcode | CF5 6ES |
| Address › Country | GB |
| Address › Country | United Kingdom |
| Address › Region (NUTS) | UKL22 |
| Role | buyer |
| Link | https://www.hafod.org.uk/ |
| Classification › Classification 1 › Description | Public authority - sub-central government |
| Classification › Classification 2 › Description | Welsh devolved regulations apply |
Buyer
| Name | HAFOD HOUSING ASSOCIATION LIMITED |
Tender
| Title | Unified Communications |
| Status | active |
| Item › CPV › CPV 1 › Description | Communications network |
| Item › CPV › CPV 2 › Description | Network equipment |
| Item › CPV › CPV 3 › Description | Miscellaneous networking software package |
| Item › CPV › CPV 4 › Description | Communications system maintenance services |
| Item › CPV › CPV 5 › Description | Installation services of communications equipment |
| Item › CPV › CPV 6 › Description | Dedicated-business telephone network services |
| Item › CPV › CPV 7 › Description | IT software development services |
| Item › CPV › CPV 8 › Description | Helpdesk and support services |
| Item › CPV › CPV 9 › Description | Call centre |
| Item › Delivery › Region (NUTS) | UKL |
| Item › Delivery › Country | GB |
| Item › Delivery › Country | United Kingdom |
| Value › Value incl. VAT | £1,058,400 |
| Value › Value | £882,000 |
| Value › Currency | GBP |
| Procedure type | open |
| Procedure | Open procedure |
| Category | services |
| Above threshold | Yes |
| How to submit | https://etenderwales.ukp.app.jaggaer.com/go/15658153019F3682B82A |
| Submission Terms › Electronic submission | allowed |
| Submission Terms › Languages | en |
| Bidding period › End | 9 Sep 2026 |
| Award decision period › End | 22 Sep 2026 |
| Lot › Status | active |
| Lot › Value › Value incl. VAT | £1,058,400 |
| Lot › Value › Value | £882,000 |
| Lot › Value › Currency | GBP |
| Lot › Award criteria › Criterion › Criterion 1 › Type | quality |
| Lot › Award criteria › Criterion › Criterion 1 › Name | Quality |
| Lot › Award criteria › Criterion › Criterion 1 › Description | 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% |
| Lot › Award criteria › Criterion › Criterion 1 › Weighting › Weight | 40 |
| Lot › Award criteria › Criterion › Criterion 1 › Weighting › Weight type | Percentage exact |
| Lot › Award criteria › Criterion › Criterion 2 › Type | cost |
| Lot › Award criteria › Criterion › Criterion 2 › Name | Cost |
| Lot › Award criteria › Criterion › Criterion 2 › Description | Commercial and Lifecycle 40% total broken down as: Price 25% Technical Question A 15% |
| Lot › Award criteria › Criterion › Criterion 2 › Weighting › Weight | 40 |
| Lot › Award criteria › Criterion › Criterion 2 › Weighting › Weight type | Percentage exact |
| Lot › Award criteria › Criterion › Criterion 3 › Type | quality |
| Lot › Award criteria › Criterion › Criterion 3 › Name | Supplier Presentations |
| Lot › Award criteria › Criterion › Criterion 3 › Description | Supplier demonstrations |
| Lot › Award criteria › Criterion › Criterion 3 › Weighting › Weight | 20 |
| Lot › Award criteria › Criterion › Criterion 3 › Weighting › Weight type | Percentage exact |
| Lot › Selection Criteria › Criterion › Criterion 1 › Type | economic |
| Lot › Selection Criteria › Criterion › Criterion 2 › Type | technical |
| Lot › Suitable for › SMEs | Yes |
| Lot › Contract period › Start | 28 Sep 2026 |
| Lot › Contract period › End | 27 Sep 2029 |
| Lot › Contract period › Can be extended to | 27 Sep 2035 |
| Lot › Can be renewed | Yes |
| Lot › Renewal › Description | contract structure is an initial 3 years plus an optional 2 + 2 + 2 years extension |
| Lot › Has options | Yes |
| Lot › Options › Description | The contract includes options to purchase additional supporting user licenses, endpoints/hardware, associated software modules, and ad-hoc professional configuration services throughout the duration of the contract and any subsequent extension periods to accommodate changes in organisation headcount or operational structure. |
| Document › Document 1 › Document type | Conflict of interest |
| Document › Document 1 › Description | Not published |
| Document › Document 2 › Document type | Bidding documents |
| Document › Document 2 › Link | https://etenderwales.ukp.app.jaggaer.com/go/15658153019F3682B82A |
| Document › Document 3 › Document type | Technical specifications |
| Document › Document 3 › Link | https://etenderwales.ukp.app.jaggaer.com/go/15658153019F3682B82A |
| Document › Document 4 › Document type | Tender notice |
| Document › Document 4 › Description | Tender notice on Find a Tender |
| Document › Document 4 › Link | https://www.find-tender.service.gov.uk/Notice/073265-2026 |
| Document › Document 4 › Published | 3 Aug 2026 |
| Has Recurrence | Yes |
| Recurrence › Dates › Start | 27 Feb 2036 |
| Contract Terms › Financial Terms | 30 days from receipt of valid undisputed invoice |
| Amendment › Description | Tender Deadline extended and link republished |