Telephone Maintenance

Please can you send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and Software maintenance and support:

1. Contract Type: Maintenance, Managed, Shared (If so please state orgs)

Internal with 3rd line support contracted out

2. Existing Supplier: If there is more than one supplier please split each contract up individually.

Delivered internally

3. Annual Average Spend: The annual average spend for this contract and please provide the average spend over the past 3 years for each provider

Estimated for the last year at £160,000 – Call Centre services. Technical Support estimated annual value £29,000

4. Number of Users:

In excess of 4000

5. Hardware Brand: The primary hardware brand of the organisation’s telephone system.

None. Devon County Council use Microsoft Skype for Business

6. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager.

Netcall Liberty for Contact centre working

7. Telephone System Type: PBX, VOIP, Lync etc


8. Contract Duration: please include any extension periods.

Nexus support which began on 11th March 2018 with two 1 year optional extensions.

Netcall Call Centre Services which began on 1st September 2017 with a maximum term 10 years

9. Contract Expiry Date: Please provide me with the day/month/year.

Please see our response to question 8 above.

10. Contract Review Date: Please provide me with the day/month/year.

Please see our response to question 8 above.

11. Contract Description: Please provide me with a brief description of the overall service provided under this contract.

Call Centre Services – The contract is for an integrated and highly configurable Contact Centre and telephony management solution
Technical Support – Ad hoc Technical support

12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.

Open procurement exercises to form a contract Call Centre Services CP1436-17 and Technical Support – CP936-13

13. Contact Detail: Of the person from with the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address.

Gavin Punchard MCIPS
Procurement Category Manager
Technology & communications
Digital Transformation and Business Support
Devon County Council, Room 120,
County Hall, Topsham Road, Exeter, EX2 4QD

(01392) 383000
Mobile (07920) 534330

NOTE: We would ask that this contact information is not used to send unsolicited emails or phones calls