Contact Centre Platform and Telephony Contract for Liverpool City Council

Contact Centre Platform and Telephony Contract for Liverpool City Council

This shall include the core contact centre and contact centre telephony platform.

United Kingdom-Liverpool: Software package and information systems

2019/S 096-232219

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Liverpool City Council
4th Floor, Cunard Building
Liverpool
L3 1DS
United Kingdom
Contact person: Mr Paul Christie
Telephone: +44 1512330591
E-mail: paul.christie@liverpool.gov.uk
NUTS code: UKD72
Internet address(es):Main address: http://www.liverpool.gov.uk

Address of the buyer profile: http://www.liverpool.gov.uk

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://procontract.due-north.com/Advert/Index?advertId=cefdebfd-acb2-e811-80ed-005056b64545
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com/Advert/Index?advertId=cefdebfd-acb2-e811-80ed-005056b64545

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Contact Centre Platforms

Reference number: DN364227

II.1.2)Main CPV code

48000000

II.1.3)Type of contract

Services

II.1.4)Short description:

Contact centre platform and telephony contract for Liverpool City Council. This shall include the core contact centre and contact centre telephony platform, workforce management, knowledge management, speech analytics and IVR.

II.1.5)Estimated total value

Value excluding VAT: 1 500 000.00 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)

II.2.3)Place of performance

NUTS code: UKD72

II.2.4)Description of the procurement:

Contact centre platform and telephony contract for Liverpool City Council. This shall include the core contact centre and contact centre telephony platform, workforce management, knowledge management, speech analytics and IVR. Full detail of the exact requirements including negotiable and non-negotiable requirements including within the procurement documents.

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: 1 500 000.00 GBP

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

Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

Option to extend for 2 x 12 months.

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

II.2.10)Information about variants

Variants will be accepted: no

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

Liverpool City Council are expecting the new contact centre solution to be in place and service commenced by June 2020. Phased approaches for roll out will be considered although the Authority expect no less functionality than what we have in place at present.

This contract will be for 4 years with the option for 2 x 12-month extensions.

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:

Specific performance conditions are included within the procurement documents.

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: yes
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: 17/06/2019
Local time: 16:00

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

Date: 28/06/2019

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:

The top 3 applicants who pass all pass/fail criteria within the selection stage and who achieve the minimum score as stated within our tender documents shall progress to the ITT stage of this procurement.

During the Negotiation Phase (s) Liverpool City Council Reserve the right gradually reduce the number of solutions to be discussed or tenders to be negotiated based on the award criteria set out within our procurement documents.

VI.4)Procedures for review

VI.4.1)Review body

Royal Court of Justice
Strand
London
WC2A 2LL
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

In accordance with the Public Contracts Regulations 2015 (the Regulations) the Council will operate a standstill period of not less than 10 days between notifying bidders of its intention to award the contract and the award of the contract. This notification to bidders will provide information on the award decision. The standstill period provides time for unsuccessful bidders to challenge the award decision before the contract is entered into.

VI.4.4)Service from which information about the review procedure may be obtained

Liverpool City Council
Cunard Building Water Street
Liverpool
L3 1AH
United Kingdom
E-mail: paul.christie@liverpool.gov.uk

VI.5)Date of dispatch of this notice:

16/05/2019