When GP surgeries across Worcestershire came together with a need to transfer their communication systems, they called on us to deliver a robust and tailored solution.
We aimed to source a Voice over Internet Protocol (VoIP) solution to help manage calls, patients, and staff through their own configuration consoles, along with tools to support a flexible, mobile workforce and deliver business continuity in the event of damage to a building or circuit. The project’s high-level aspirations included:
* VoIP based solution with resilient cloud-based or centrally hosted solution with high service availability
* Improved functionality to enable customised interactive voice response, messages and recordings, call recording and monitoring, call forwarding, ‘follow me’ functionality, teleconference facilities and enhanced reporting functionality
* Integration with existing EMIS software applications
* Reduction in hardware requirements, including introduction of soft phones where appropriate
* Allocation of equipment to the CCGs, with invoicing by the end of the financial year.
Action
We held soft market testing events to gain intelligence on the viability of the outcomes required by the GP surgeries and to enthuse the potential marketplace.
We used the Crown Commercial Services RM1045 framework, which gave us a swift effective route to conduct a mini competition with specialist, motivated suppliers. The specification and tailored question bank we created gave suppliers clear understanding of our requirements and flexibility to create a solution to meet the GP surgeries’ needs.
Impact
The result was strong interest from the marketplace and one solution from Maintel Europe achieved an exceptionally high evaluation score. As well as proposing an excellent technical solution and enhanced warranty, Maintel Europe partnered with X-on, who integrated their ‘Surgery Connect’ into the offering.
The commercial solution achieved the project’s aspirations and came in significantly below project budget, offering excellent value for money.