The Police and Crime Commissioner for West Yorkshire (PCC) has identified a need to replace the below listed technology and have elected to establish a framework for a period of 5 years for the North East Police & Fire Services. It is intended that the framework will be established with one strategic partner to configure, implement and support the full end-to-end solution.
The following systems are to be replaced/introduced:
1. Integrated Communication Control System (ICCS)
2. Telephony infrastructure (Critical Telephony)
3. Call recording system
4. Customer Relationship Management (CRM) system
5. Ongoing support and maintenance for legacy systems when the current support expires
6. Solution integration services to configure, implement and support the entire solution
The above infrastructure is critical to the Force's ability to answer and respond to 999 and 101 calls. The telephony infrastructure allows the Force to receive 999 and 101 calls and route it to desks which agents are sat at. The ICCS system allows despatchers to task officers over the Airwave radio network and the call recording system ensures that all 999,101 and despatch communications are recorded in case they are needed for evidential purposes or for clarification on information that has been received. The CRM is used to capture all content in the organisation enabling the effective management of all face-to-face digital and telephony interactions. Support shall be needed for legacy systems whilst implementation progresses.
Interested suppliers should note that the statement of requirement has been created based upon the West Yorkshire Police (WYP) requirements. Participating Authorities shall require their own proposal to be created based on their individual infrastructure, although the core components shall be the same.
Further information can be obtained within the tender pack, bidders are encouraged to ensure they understand all aspects of the tender pack prior to submitting a bid.