Telephony Modernisation Subscription Based Model

Description

Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones.

Opportunity Context

More Information Links

External Link: https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=JAN580296

Link Title: Telephony Modernisation Subscription Based Model

Link Description: Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones.

Lots

Lot Description: Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones.

Lot 1 Status: complete

Lot 1 Has Options: No

Documents

Document Title: Telephony Modernisation Subscription Based Model

Document Description: Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones.

Full Notice Text

Full notice text Contract award notice Results of the procurement procedure Section I: Contracting entity I.1) Name and addresses NHS Wales Shared Services Partnership-Procurement Services (hosted by Velindre University NHS Trust) 4-5 Charnwood Court,, Heol Billingsley, Parc Nantgarw Cardiff CF15 7QZ UK Contact person: Josh Wood Telephone: +44 2921501500 E-mail: josh.wood@wales.nhs.uk NUTS: UK Internet address(es) Main address: http://nwssp.nhs.wales/ourservices/procurement-services/ Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0221 I.4) Type of the contracting authority Body governed by public law I.5) Main activity Health Section II: Object II.1) Scope of the procurement II.1.1) Title Telephony Modernisation Subscription Based Model Reference number: P0163A II.1.2) Main CPV code 64220000 II.1.3) Type of contract Services II.1.4) Short description Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones. II.1.6) Information about lots This contract is divided into lots: No II.1.7) Total value of the procurement Value excluding VAT: 361 959.70 GBP II.2) Description II.2.2) Additional CPV code(s) 64200000 II.2.3) Place of performance NUTS code: UKL14 II.2.4) Description of the procurement Hywel Dda University Health Board (HDUHB) have awarded a contract to replace their existing on-premises and cloud legacy model for telephony modernisation and award a new subscription-based agreement with the same provider, Maintel Europe Limited. The requirement is utilised to support the Mitel phone systems used throughout the Health Board; Digital Services are 75% of the way through a project to modernise this telecommunications infrastructure and move away from legacy Mitel and Philips phone systems to a new cloud hosted environment that will host the cloud version Mitel phone system. This solution has arisen due to several limitations with the current agreement: - The inability to monitor and use diagnostic tools to assess voice quality issues immediately and retrospectively, or to assess calling capacity to ensure we are not paying for too many telephone lines, - The telecommunications environment is being changed and any changes to this environment will incur additional costs and will raise the support costs for the environment. One of the key areas of change is that of profiling staff as to whether they need a physical phone on the desk or a phone on their digital device, - The current model only includes 1,000 Enterprise and 5,000 Entry level licences. The subscription-based model allows Digital Services to address all the concerns above as all licences will be Enterprise level, meaning all 6,000 phones will be able to be used as Softphones. II.2.5) Award criteria Price II.2.11) Information about options Options: No II.2.13) Information about European Union funds The procurement is related to a project and/or programme financed by European Union funds: No Section IV: Procedure IV.1) Description IV.1.1) Type of procedure Award of a contract without prior publication of a call for competition Justification for selected award procedure: The procurement falls outside the scope of application of the Directive Explanation The requirement was direct awarded via the Crown Commercial Service Network Services Three (3) Framework Agreement (RM6116). IV.1.8) Information about Government Procurement Agreement (GPA) The procurement is covered by the Government Procurement Agreement: Yes Section V: Award of contract Contract No: P0163A A contract/lot is awarded: Yes V.2 Award of contract V.2.1) Date of conclusion of the contract 01/10/2025 V.2.2) Information about tenders Number of tenders received: 1 Number of tenders received from SMEs: 0 Number of tenders received from tenderers from EU Member States: 0 Number of tenders received from tenderers from non-EU Member States: 1 Number of tenders received by electronic means: 1 The contract has been awarded to a group of economic operators: No V.2.3) Name and address of the contractor MAINTEL EUROPE LIMITED 160 Blackfriars Road London SE18EZ UK Telephone: +44 3448711122 NUTS: UKI The contractor is an SME: No V.2.4) Information on value of the contract/lot (excluding VAT) Total value of the contract/lot: : 361 959.70 GBP V.2.5) Information about subcontracting Section VI: Complementary information VI.3) Additional information (WA Ref:160537) VI.4) Procedures for review VI.4.1) Review body High Court Royal Courts of Justice, The Strand London WC2A 2LL UK Telephone: +44 2079477501 VI.5) Date of dispatch of this notice 21/01/2026