Business to Business and Business to Consumer Telemarketing Services for Royal Mail

Business to Business and Business to Consumer Telemarketing Services for Royal Mail

Royal Mail has the occasional need for the supply of telephone services for various purposes such as lead qualification, telemarketing, data capture, telesales, research and other services (hereinafter referred to as Telemarketing Services).

United Kingdom-London: Advertising and marketing services

2013/S 238-414600

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Royal Mail Group Ltd
185 Farringdon Road
For the attention of: Mohini Patel
EC1A 1BB London
UNITED KINGDOM
Telephone: +44 7841565122
E-mail: [email protected]

Internet address(es):

General address of the contracting entity: www.royalmailgroup.com

Address of the buyer profile: http://www.royalmailgroup.com/our-businesses/ukpil/suppliers/contract-opportunities

Electronic submission of tenders and requests to participate: http://www.royalmailgroup.com/our-businesses/ukpil/suppliers/contract-opportunities

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Postal services
I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting entity:

Business to Business (B2B) and Business to Consumer (B2C) Telemarketing Services.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 13: Advertising services
Main site or location of works, place of delivery or of performance: UK.
NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 2
Duration of the framework agreement

Duration in years: 4
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT
Range: between 1 and 2 500 000 GBP
Frequency and value of the contracts to be awarded: Frequency and value of the contracts to be awarded: Precise quantities are unknown and will depend on the number of economic operators appointed and Royal Mail’s requirements during the term.

II.1.5)Short description of the contract or purchase(s):

Business to Business Telemarketing services. Royal Mail has the occasional need for the supply of telephone services for various purposes such as lead qualification, telemarketing, data capture, telesales, research and other services (hereinafter referred to as Telemarketing Services). Royal Mail is seeking to agree framework contracts with two suppliers under which services will be called off as and when required. However, there is no guaranteed minimum level of business. The services are expected to be in relation to Royal Mail’s Business to Business (B2B) business but may also include some Business to Consumer (B2C) business.
II.1.6)Common procurement vocabulary (CPV)

79340000, 79341100, 79341200, 79342000, 79342200, 79342100

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Information about lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Precise quantities are unknown and will depend on the number of economic operators appointed and Royal Mail’s requirements during the term. The upper limit in the estimated range specified below takes into account the possible extension for the 2 option years.
Estimated value excluding VAT
Range: between 1 and 2 500 000 GBP
II.2.2)Information about options

Options: yes
Description of these options: The Initial Term of the framework will be 2 years (reviewed on an annual basis). Royal Mail will then have the option to extend the framework by up to 2 further years in any increments.
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 2
II.3)Duration of the contract or time limit for completion

Duration in months: 48 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

Parent company or other guarantees may be required in certain circumstances. Requirements will be specified in the contract documents which will be made available at the ITN stage.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See contract documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Requests to participate will be accepted from groupings of economic operators (consortia). In the event of a successful consortium bid, the Contracting Authority reserves the right to require groupings of entities to take a particular legal form and/or require that a single consortium member takes primary liability or that each member undertakes joint and several liability irrespective of the legal form adopted. Where a subsidiary company is used, the ultimate parent company may be required to provide a guarantee in respect of the performance of the contract by the subsidiary before acceptance.
III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Applicants will be required to complete a pre-qualification questionnaire (PQQ). Instructions on how to access the PQQ are provided at section V1.3 of this Contract Notice. RMG Ltd will use an eSourcing tool to conduct the procurement process and instructions will be provided to all Applicants.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: RMG requires that any Applicant’s overall annual turnover in the last audited accounts or for the last financial year is at least GBP 1m. Any Applicant who does not meet the minimum annual turnover threshold will be treated as ineligible for the framework. See PQQ for full details.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: Information and formalities necessary for evaluating if the requirements are met: Royal Mail has established the criteria referred to below and those other criteria set out in the Prequalification Questionnaire (PQQ) in order that Economic Operators selected to participate in this procurement are capable of meeting the requirements of Royal Mail.
To evidence the fact that they are suitably skilled and experienced in the supply of B2B telemarketing services,Economic Operators are required to:
1)Have at least 10 (ten) telephone agents, who are permanent or long-term contracting staff members, currently engaged on B2B telemarketing activity,
2) Have an annual income from B2B telemarketing activity of not less than 500,000 GBP.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate
IV.2.2)Information about electronic auction

An electronic auction will be used: yes
Additional information about electronic auction: An electronic auction (e-auction) may be used to award all or part of the requirements. The use of e-auctions may also be an option as part of any mini competition process.
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting entity:

SP-0806
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 7.1.2014 – 12:00
IV.3.4)Time limit for receipt of tenders or requests to participate

13.1.2014 – 12:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information:

Expression of Interest (EOI) & Pre Qualification Questionnaire (PQQ)
Please read ALL of the following information carefully.
Important: Before expressing interest in this procurement, please read Section III.2 and check that you meet the minimum conditions for participation. In particular please check your compliance with sections III.2.2 (Economic and financial capacity). Please DO NOT express interest if you can not meet the minimum conditions for participation.
1. Expression of Interest (EOI):- please ensure that you submit an expression of interest promptly so that your details can be populated in the Royal Mail Group Electronic Sourcing system (E-Sourcing). This is a necessary first step in order for you to be able to respond to the PQQ. 2. To formally submit an EOI you must firstly download the Applicant Details Spreadsheet (Excel file) located on the Royal Mail Group Website at: http://www.royalmailgroup.com/our-suppliers/contract-opportunities

3. The Applicant Details Spreadsheet should be completed with the details of your organisation. The spreadsheet format should not be amended in any way. Mandatory information required to be added to the spreadsheet is: Organisation name; Contact Telephone Number for your organisation; First name of the person who will complete the PQQ; Surname of the person who will complete the PQQ; Contact number for the person who will complete the PQQ; Email address of the person who will be completing the PQQ. Please also complete as much of the non-mandatory information as possible.
4. Following completion of your Applicant Details Spreadsheet, please email the spreadsheet to Mohini Patel at [email protected]

5. You will THEN be sent information on how to access the PQQ. The PQQ will be managed using the RMG Electronic Sourcing System (ESourcing).
6. The Pre Qualification Questionnaire is accessed via ESourcing. You will need to receive 2 emails in order to participate. Once you have submitted your completed Applicant Details Spreadsheet you will be provided with your FIRST email (within 48 hours Monday – Friday) which is a log-on to ESourcing, these log-on details shall arrive via [email protected] and headed Royal Mail Group RFX. (Please do not email this site unless instructed to do so). On receipt of your log-on information you will then be sent a SECOND email (within 24 hours Monday to Friday) from [email protected] or RMG, Inviting you to participate in the PQQ. It is at this point that you will be able to fully access the PQQ and start to complete it.

7. The PQQ will close as noted in IV.3.4. Please note: Your log-on will not be activated until you are formally invited to participate, so please do not try to log-on before you are invited to do so, since your access will be denied.
8. Client Software Requirements for ESourcing:
Your Windows operating system must support the following client software: Microsoft Internet Explorer 6 SP2, Microsoft Internet Explorer 7, or Microsoft Internet Explorer 8 – NOTE: Charts are supported in Adobe Flash format and JPEG. Dashboards are supported only in Flash format. Charts
and dashboards in Flash format are supported only on 32-bit Java environment and 32-bit browsers, and are disabled on 64-bit browsers. If you run SAP Sourcing on 64-bit Java environment, you must set the chart format EN Standard form 05 – Contract notice – utilities 11 / 15 to JPEG. Note: MAC Users – The latest version of Internet Explorer for MAC is 5.2.3, therefore MAC does not support SAP E-Sourcing Version 7.0. We may require suppliers to supplement or clarify the information submitted in the PQQ and may also undertake its own audit of the supplier to verify the information provided. Section III.2 – Requests to participate must be made by supplying all of the information which is set out in III.2 above. This information must be supplied by
the date and time specified in IV.3.4 above. The Contracting Authority may require suppliers to supplement or clarify the information submitted under III.2 above and may also undertake our own audit of the supplier to verify the information provided. All communications must be made through Mohini Patel using the details provided in I.1 above. Royal Mail Group will use its eSourcing Tool to conduct the procurement process and instructions will be provided to all Applicants. Tenders and all supporting documentation for the contract must be priced in sterling (unless otherwise specified in the contract documents) and written in English. Any agreement entered into will be considered a contract made in England according to English law and bidders will be subject to the non-exclusive jurisdiction of the English Courts.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

see VI.4.2 below

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Any appeal under this procurement should be addressedt o the contact at I.1 above.
VI.4.3)Service from which information about the lodging of appeals may be obtained

see VI.4.2 above

VI.5)Date of dispatch of this notice:

6.12.2013