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Post Office Seek Suppliers to Support its UK Broadband ISP Products

Tuesday, April 30th, 2019 (3:00 pm) - Score 4,735

The Post Office, which has around 500,000 customers on their UK home phone and broadband products, appears to have recently issued a new Prior Information Notice (PIN) that seeks suppliers for “a range of goods and services in order to continue to provide telecommunications services” to consumers.

At present the Post Office offers a range of affordable fixed line ADSL and Fibre-to-the-Cabinet (FTTC) based broadband packages, as well as the usual landline home phone services. We believe that their current network is still being supplied as part of a long-running wholesale / managed service agreement with TalkTalk Wholesale, which is NOT to be confused with the retail ISP division of that same business (a very different animal).

Unfortunately the new PIN (2019/S 084-200192), which appears to have been extended for a little longer after initially being due to close last week, doesn’t offer a lot of detail but we do get the gist of what the Post Office are seeking. This may be of interest to some of our more industry orientated readers.

PIN Statement

Post Office is procuring a range of goods and services in order to continue to provide telecommunications services to its circa 500,000 home customers. This tendering exercise will not be subject to the Public Contracts Regulations 2015 (“PCR 2015”) by virtue of Section 8 PCR 2015. This Prior Information Notice is being issued through tenders electronic daily for several reasons:

1) To obtain the widest possible circulation to interested suppliers;

2) Gauge the market interest in this procurement; and

3) Identify suppliers who would like to assist Post Office to further develop cost-effective, innovative solutions to support its telecommunications services.

A quick look at the original PIN shows that the contract is divided into five lots, which have been defined as Network Services, IT Solutions, Contact Centre Services, Service Management and CPE. The latter tends to mean end-user hardware like broadband routers and WiFi kit etc.

Breakdown of Contract Lots

1) Network Services
Provision of calls, lines and circuits, broadband and associated services to end customers, support, network and calling features.

2) IT Solutions
Billing, payments and debt collection, CRM and associated services, sales and order management, reporting, online sales and self care portal, print supply and fulfilment, CPE (fulfilment, management, refurbishment, returns, disposal) customer communications, IT interfaces with other suppliers, support and service assurance.

3) Contact Centre Services
Customer services (including sales through service capability), contact management (covering telephony, email, white mail, virtual assistant, live chat and natural language (IVR) sales, provisioning, technical support (first line), technical support (escalations/case management), complaints, special care team, revenue management, customer retention.

4) Service Management
Management of the end to end service across all the components including jeopardy management, service assurance, revenue assurance, performance reporting, MI and incident management.

5) CPE
ADSL/Fibre routers (WiFi).

This appears to reflect the root and branch elements of an ISP, which suggests that some of their existing contracts may be due to end in the near future and they’re probably hunting to see if there may be any better solutions available than the one they already have. Hopefully they’ll also want to consider future G.fast or FTTP packages as part of any future deal.

We understand the PIN will soon be followed by a full Request for Proposal (RFP).

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
4 Responses
  1. moses says:

    Why are they going ahead with ADSL wires, they should just stick with Fibre or is it because they’ll be connected to the BT infrastructure

    1. Mark Jackson says:

      Nearly all Openreach based ISPs tend to offer ADSL and FTTC based products.

  2. stan says:

    does this mean they’re potentially looking at leaving TalkTalk….?

  3. peter pearson says:

    1/ TalkTalk provide network compenents currently
    2/ IT solutions – not quite starightforward. MDS services provide the billing out to cusotmers, TT provide the billing point 1 elements ( calls/costs etc ) and fujitsu many of the other bits under this banner.
    3/ Contact Centre services – Capita
    4/ Service Mgmt – Fujitsu own this but it is a combined effort in truth across all partners
    5/ CPE – TalkTalk via a sourced supplier

    The contract won from BT was a 5 year one which happens to be up in 2019. The reason I know this is that I was the TalkTalk programme manager who liaised with all the above then designed, built and delivered the end to end programme for post-office having prior been the BT programme manager who was in charge of it for a period. I assume by the smiley Post Office faces when they realised that I was part of TalkTalk that they were happy I was once more looking after them as they are a great client.

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