Legal Aid New South Wales wants to modernise its telephony systems, and is calling for quotes to transition its 1800 staff to Microsoft Teams Phone across 27 locations.
The state-wide legal services organisation is seeking a partner to implement Teams Phone and to provide ongoing technical support for two years following the go-live date.
Its current Cisco Application Resource Connector and Jabber solutions are no longer fit for purpose, and LANSW needs to modernise its communications infrastructure while ensuring seamless integration with existing systems.
The successful vendor will need to port all current phone numbers, including 1300/1800 numbers, and integrate Teams Phone with Legal Aid's existing Genesys CX cloud contact centre platform.
The scope includes implementing auto attendants, call queues and interactive voice response systems for incoming lines.
A fixed price, and/or call rates, for the provision of PSTN (public switched telephony network) services for existing and continuing staff, including call rates, is also on the LANSW shopping list.
Furthermore, the selected provider must also deliver business continuity capabilities and establish a training environment.
Key requirements focus on maintaining service reliability for the organisation's vulnerable clients.
The selected partner will need to demonstrate experience in large-scale Teams Phone deployments and provide comprehensive support during and after the transition.
Legal Aid currently operates multiple communication platforms including Cisco Webex, Jabber and Microsoft Teams for video conferencing, alongside its existing telephony systems.
The procurement process opened on 20 December 2024, with responses due by 31 January 2025.
Only vendors approved under the NSW Government Telecommunications Purchasing Arrangements may submit proposals.
The assessment criteria heavily weight technical capability, with 70 per cent focused on non-price factors including solution design, implementation approach and business continuity planning.
Legal Aid expects to notify vendors of the outcome in April 2025.
-1.jpg&w=100&c=1&s=0)
.png&w=100&c=1&s=0)
