ProcuraAxisBeta
Sign inCreate Free Account
Home / Opportunities / Opportunity
PROCUREMENT OPPORTUNITY

Unified Communications

HAFOD HOUSING ASSOCIATION LIMITED · Tender notice on Find a Tender

Tender information last checkedLast checked 26 Sept 2026, 09:31.

Opportunity overview

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.

Classification

  • CPV32412000 — Communications network
  • CPV32420000 — Network equipment
  • CPV48219000 — Miscellaneous networking software package
  • CPV50334400 — Communications system maintenance services
  • CPV51300000 — Installation services of communications equipment
  • CPV64214000 — Dedicated-business telephone network services
  • CPV72212517 — IT software development services
  • CPV72253000 — Helpdesk and support services
  • CPV79512000 — Call centre

Lots

  • Lot 1£882k

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
2026H000002.00
Status
active
Procurement Method
open
Procurement Method Details
Open procedure
Main Procurement Category
services
Above Threshold
Yes
Has Recurrence
Yes
Published risks
The Contracting Authority has identified the following known risks that could jeopardise or impact the satisfactory performance and delivery of the contract, which cannot be entirely mitigated or priced upfront: 1. System Integration and API Dependencies: Risks associated with the technical integration between the UC platform and critical third-party SaaS environments (specifically Microsoft 365 and Civica Cx CRM). Delays, unexpected breaking API changes, or structural licensing modifications by these third-party vendors may impact delivery timescales or technical scope. 2. Hardware Supply Chain Disruption: Risks relating to the global availability, logistics, and supply chains of physical infrastructure components (including network gateways, routers, and IP handsets) which could impact implementation schedules. 3. Legacy Infrastructure and Migration Complexity: Unforeseen complexities during the technical transition, survey, and migration away from analogue/PSTN/ISDN infrastructure to the new digital platform, including data cleansing or routing anomalies. 4. Regulatory and Telecommunications Compliance Changes: Future amendments to UK telecom regulations, Ofcom compliance mandates, or data protection/security standards (including PCI-DSS or UK GDPR) that necessitate system configuration changes. Should any of these identified risks materialise during the contract term or any subsequent extension period, the Contracting Authority reserves the right to modify the contract in accordance with Schedule 8 (Materialisation of a Known Risk) of the Procurement Act 2023 to ensure service continuity.

Legal basis

Id
2023/54
Scheme
UKPGA

Submission terms

Electronic Submission Policy
allowed

Languages

en

Tender Period

Ends
9 Sept 2026, 12:00

Expected award period

Ends
22 Sept 2026, 23:59

Recurrence

Dates

Entry 1
Starts
27 Feb 2036, 23:59

Contract terms

Financial Terms
30 days from receipt of valid undisputed invoice

Amendments

Entry 1
Description
Tender Deadline extended and link republished
Id
073265-2026

Lots and requirements

Entry 1
Id
1
Status
active
Has Renewal
Yes
Has Options
Yes

Value

Including VAT
1,058,400
Amount
882,000
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Quality
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%

Numbers

Entry 1
Number
40
Weight
percentageExact
Criterion 2
Type
cost
Name
Cost
Description
Commercial and Lifecycle 40% total broken down as: Price 25% Technical Question A 15%

Numbers

Entry 1
Number
40
Weight
percentageExact
Criterion 3
Type
quality
Name
Supplier Presentations
Description
Supplier demonstrations

Numbers

Entry 1
Number
20
Weight
percentageExact

Selection criteria

Criteria

Criterion 1
Type
economic
Description
Bidders must demonstrate that they possess the necessary economic and financial standing to perform the contract. Financial standing will be assessed on a PASS/FAIL basis against the following objective criteria: 1. Minimum Turnover: The bidder must have a minimum annual turnover of £200,000 in each of the last two (2) financial years. 2. Financial Statements: Bidders must provide financial accounts (audited where required by law, or equivalent statements for companies exempt from auditing) for the most recent two financial years. In line with standard public procurement regulations, bidders are not required to hold the specified contract insurances at the point of tender submission. However, bidders must provide an explicit declaration confirming their willingness and capacity to secure the mandatory insurance levels (Employer's Liability £10m, Public Liability £5m, Product Liability £5m, Professional Indemnity £2m, and Cyber Security £1m) prior to formal contract award should they be successful.
Criterion 2
Type
technical
Description
Bidders must demonstrate their technical and professional capability to deliver the services securely and reliably. Evaluation will be conducted on a PASS/FAIL basis. Tenderers are required to self-certify compliance against the following standards at the submission stage and must provide valid certification or evidence of equivalence prior to contract award: 1. ISO27001: Information Security Management (or a verified equivalent standard). The authority will review equivalent robust information security management systems on a case-by-case basis. 2. Cyber Essentials or Cyber Essentials Plus: Bidders must hold active certification to demonstrate robust fundamental cyber security controls. 3. GDPR / Data Protection Compliance: Bidders must self-certify that their solutions, infrastructure, and organizational practices fully comply with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. 4. PCI-DSS Compliance: Where the proposed solution or contact centre elements process, route, or record payment-related communications (e.g. telephone credit card payments), the provider must demonstrate compliance with the Payment Card Industry Data Security Standard. Failure to provide the requested certificates or satisfactory evidence of equivalence prior to contract award may result in the tender being disqualified.

Suitability

Sme
Yes

Contract period

Starts
28 Sept 2026, 00:00
Ends
27 Sept 2029, 23:59
Max Extent Date
27 Sept 2035, 23:59

Renewal

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

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.

Items and delivery

Item 1
Id
1
Related Lot
1

Additional Classifications

Entry 1
Scheme
CPV
Id
32412000
Description
Communications network
Entry 2
Scheme
CPV
Id
32420000
Description
Network equipment
Entry 3
Scheme
CPV
Id
48219000
Description
Miscellaneous networking software package
Entry 4
Scheme
CPV
Id
50334400
Description
Communications system maintenance services
Entry 5
Scheme
CPV
Id
51300000
Description
Installation services of communications equipment
Entry 6
Scheme
CPV
Id
64214000
Description
Dedicated-business telephone network services
Entry 7
Scheme
CPV
Id
72212517
Description
IT software development services
Entry 8
Scheme
CPV
Id
72253000
Description
Helpdesk and support services
Entry 9
Scheme
CPV
Id
79512000
Description
Call centre

Delivery locations

Entry 1
Region
UKL
Country
GB
Country Name
United Kingdom

Published documents

Entry 1
Id
conflictOfInterest
Document Type
conflictOfInterest
Description
Not published
Entry 2
Id
L-1
Document Type
biddingDocuments
Entry 3
Id
L-2
Document Type
technicalSpecifications
Entry 4
Id
073265-2026
Document Type
tenderNotice
Notice Type
UK4
Description
Tender notice on Find a Tender
Published
3 Aug 2026, 14:58
Format
text/html

Buyer, suppliers and contacts

Organisation 1
Name
HAFOD HOUSING ASSOCIATION LIMITED
Id
GB-COH-IP18766R

Identifier

Scheme
GB-COH
Id
IP18766R

Additional Identifiers

Entry 1
Scheme
GB-PPON
Id
PRWR-9213-TBWM

Address

Street Address
St Hilary Court,
Locality
Cardiff
Postal Code
CF5 6ES
Country
GB
Country Name
United Kingdom
Region
UKL22

Contact

Roles

buyer

Details

Classifications

Entry 1
Scheme
UK_CA_TYPE
Id
publicAuthoritySubCentralGovernment
Description
Public authority - sub-central government
Entry 2
Scheme
UK_CA_DEVOLVED_REGULATIONS
Id
GB-WLS
Description
Welsh devolved regulations apply

Recorded locations

  • Buyer location · Cardiff · UKL22 · CF5 6ES · United Kingdom
  • Delivery location · UKL · United Kingdom

Notice and amendment history

3 published notice versions reviewed by ProcuraAxis.

3 VERSIONS
  1. 062780-2026Tender notice on Find a Tender ·
  2. 063060-2026Tender notice on Find a Tender ·
  3. 073265-2026Tender notice on Find a Tender ·