National Energy System Operator Awards Telephony Services Contract
Summary
The National Energy System Operator (NESO) has awarded a contract for fully managed Microsoft Teams Direct Routing telephony services. The contract covers design, deployment, migration, and ongoing operational support for NESO's telephony estate.
What changed
The National Energy System Operator (NESO) has announced the award of a contract for comprehensive telephony services, specifically a fully managed Microsoft Teams Direct Routing solution. The contract, identified by notice number 2026/S 000-021577, includes end-to-end transition, operational service management, and ongoing support for NESO's telephony infrastructure. Key components of the service include solution design, deployment, migration, hosted session border controllers, PSTN connectivity, IP handsets, and comprehensive exit support.
This notice serves as a contract award announcement and does not impose new regulatory obligations on external entities. It details a procurement outcome for a specific government-related utility operator. Regulated entities within the energy or telecommunications sectors may find this information relevant for understanding public sector procurement trends and the types of services being contracted for critical infrastructure operations.
Source document (simplified)
Contract
Telephony Services
- NATIONAL ENERGY SYSTEM OPERATOR LIMITED F06: Contract award notice – utilities
Notice identifier: 2026/S 000-021577
Procurement identifier (OCID): ocds-h6vhtk-02874b (view related notices)
Published 10 March 2026, 9:32pm
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Contents
one. Contracting entity Press escape key to exit two. Object four. Procedure five. Award of contract six. Complementary information
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- Copy link Print this notice Report concerns about this procurement ## Section one: Contracting entity
one.1) Name and addresses
NATIONAL ENERGY SYSTEM OPERATOR LIMITED
St Catherine's Lodge Bearwood Road
Wokingham
RG415BN
Contact
Maria Slimpa
Country
United Kingdom
Region code
UKJ11 - Berkshire
Companies House
11014226
Internet address(es)
Main address
one.6) Main activity
Other activity
Utilities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Telephony Services
two.1.2) Main CPV code
Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Provision of a fully managed Microsoft Teams Direct Routing telephony service for National Energy System Operator (NESO), including solution design, deployment, migration, hosted session border controllers (SBCs), site survivability via SBAs, PSTN connectivity, analogue gateway replacement, IP handsets, monitoring, incident management, service desk, configuration and asset management, governance reporting, security and data‑protection compliance, and full exit support. The Supplier delivers end‑to‑end transition, operational service management and ongoing support for the telephony estate for the duration of the contract.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The procurement covers the end‑to‑end provision of a fully managed Microsoft Teams Direct Routing telephony service for the National Energy System Operator (NESO). The scope includes the design, deployment, migration and operation of a complete enterprise voice solution, including: hosted Session Border Controllers (SBCs) in Vodafone's cloud environment, PSTN connectivity, number management, analogue gateway replacement, site survivability via SBAs, supply and configuration of IP handsets and ATAs, service desk and 24/7 operations, monitoring, incident and problem management, service reporting, asset and configuration management, governance support, security and data‑protection compliance, and full exit management.
Services include delivery of a structured implementation project, functional and non‑functional testing and acceptance, operational service management aligned to ITIL, monthly performance reporting, and compliance with NESO's security, data protection and subcontractor obligations.
The contract provides telephony services for up to 4,000 users, including managed PSTN breakout, resilient architecture across multiple NESO sites, GSM/4G fallback, and full lifecycle management of deployed telephony assets. The Supplier must also support NESO in exit and transition to any replacement supplier.
two.2.11) Information about options
Options: Yes
Description of options
The Agreement includes an option for NESO to extend the contract term by up to two additional periods of 12 months each (maximum 24‑month extension) beyond the initial 5‑year term. Extension is entirely at NESO's discretion and follows the same contractual terms, subject to any applicable charge adjustments.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-000004
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
4 February 2026
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The Cabinet Office
London
Country
United Kingdom
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