BBC Audience Services Contact Centre Tender

BBC Audience Services Contact Centre Tender

The contact centre covers a wide range of services for the BBC — 17 in all – ranging from the high profile Complaints service (regulated by Ofcom) through technology support services.

United Kingdom-London: Call centre

2017/S 109-219587

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

The British Broadcasting Corporation (BBC)
Broadcasting House, Portland Place
London
W1A 1AA
United Kingdom
Contact person: Steven Letham
Telephone: +44 0123456789
E-mail: steven.letham@bbc.co.uk
NUTS code: UKInternet address(es):Main address: http://www.bbc.co.uk/supplying/
I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://bbc.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://bbc.bravosolution.co.uk
Tenders or requests to participate must be submitted to the abovementioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: https://bbc.bravosolution.co.uk

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Other activity: broadcasting

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Audience Services.

Reference number: PROC 2016 54 SL

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

BBC Audience Services is the ‘front door’ for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media).

II.1.5)Estimated total value

Value excluding VAT: 35 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

22459000
79342300
72513000

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

Marketing Communications and Audiences throughout the UK (including Northern Ireland, the Channel Islands and the Isle of Man).

II.2.4)Description of the procurement:

BBC Audience Services is the ‘front door’ for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media). As a high profile organisation under a great deal of constant scrutiny from both the public, the government and other media organisations, our contact centre must be both editorially sound on complaints, and approachable and human on all services. The Audience are at the Heart of Everything we do — that is one of the 6 BBC values — and this service is crucial to delivering on that promise.

We request that all applicants are aware that the estimated value for this procurement is 30 000 000 GBP – 35 000 000 GBP.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 35 000 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 02/04/2019
End: 01/04/2024
This contract is subject to renewal: yes
Description of renewals:

BBC shall have the option to extend the duration of the Contract by up to a further 2 years.

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:

The BBC will evaluate the information provided by Applicants in response to the Pre-Qualification Questionnaire (PQQ) to determine the number of candidates. Objective criteria are set out in the PQQ document.

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Competitive procedure with negotiation
IV.1.3)Information about a framework agreement or a dynamic purchasing system

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.1.5)Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 10/07/2017
Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 28/07/2017

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.

VI.4)Procedures for review

VI.4.1)Review body

British Broadcasting Corporation
London
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

07/06/2017

 

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