Cloud-Based Telephony System for Healthcare Residential Care

ExtraCare is seeking a modern, cloud-first VoIP telephony solution suitable for a critical healthcare environment. The solution must deliver highly reliable phone service over SIP trunks using existing internet connectivity, with centralised management and minimal on-site hardware. It must provide full functional equivalence with existing analogue services, including warden call systems, door entry and sensors, panic buttons, and wellbeing check-in features. The system should utilise existing analogue cabling in resident apartments to avoid costly installation work, incorporate digital DECT technology for consistent coverage in residential areas, and provide centralised remote management of cloud services, adapters, DECT infrastructure, and handsets suitable for administration by the ExtraCare IT team. The solution must be cost-effective over a five-year contract term with transparent, predictable pricing and flexibility to add or remove sites. All equipment must be new, from current production models sourced directly from manufacturers or authorised distributors, compliant with CE, UKCA, and RoHS standards, and remain within vendor support throughout the contract plus two additional years. The supplier must hold ISO 27001 certification (or Cyber Essentials Plus) at bidding and maintain it throughout the contract, with robust cyber security practices including multi-factor authentication for remote access, effective leaver management, access logging, and prohibition of shared credentials.