Contact Centre Solution Tender – Department for Education

Contact Centre Solution Tender – Department for Education

The Department for Education wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants.

United Kingdom-Manchester: Call centre

2018/S 085-191727

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Department for Education
Picadilly Gate, Store Street
Manchester
M1 2WD
United Kingdom
Telephone: +44 8450194170
E-mail: Sourcinghelp@education.gov.uk
Fax: +44 2476823675
NUTS code: UKD
Internet address(es):Main address: https://www.gov.uk/Department-for-Education
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://education.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://education.bravosolution.co.uk
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions

I.5)Main activity

Education

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Get into Teaching Information Service

Reference number: itt_30334

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

The Department for Education (the Authority) wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants to the Get into Teaching Website to maximise the recruitment of trainee teachers and the number of former teachers that return to the profession each year throughout England.

The DfE runs a comprehensive programme of initiatives to bolster teacher recruitment, including marketing campaigns to encourage graduates, those with equivalent qualifications, those considering changing career or those considering returning to teaching, to pursue a career in teaching. These marketing campaigns are designed to inform, generate interest and stimulate action.

II.1.5)Estimated total value

Value excluding VAT: 38 500 000.00 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)

79342300
79342320
79342321
79511000
79634000

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

UK.

II.2.4)Description of the procurement:

The Department for Education (the Authority) wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants to the Get into Teaching Website to maximise the recruitment of trainee teachers and the number of former teachers that return to the profession each year throughout England.

The DfE runs a comprehensive programme of initiatives to bolster teacher recruitment, including marketing campaigns to encourage graduates, those with equivalent qualifications, those considering changing career or those considering returning to teaching, to pursue a career in teaching. These marketing campaigns are designed to inform, generate interest and stimulate action.

DfE uses the following channels to support marketing campaigns to maximise the number of potential candidates that are recruited to the teaching profession within England:

a) the Get into Teaching website: which, in addition to acting as an information source, enables candidates to register their interest in teaching so that they can receive additional support;

b) the Get into Teaching Information Service (which is the focus of this planned procurement): which comprises:

— a contact centre: where over the phone and via chat, potential candidates can access advice and guidance from an agent and, register to the Get into Teaching website on an assisted digital basis. The contact centre makes outbound calls to potential candidates that have registered interest in teaching via the Get into Teaching website. This is to support and encourage them to apply to teach a priority recruitment subject and to validate their eligibility for one-to-one support from a dedicated advisor. The next step for eligible registrants that accept support from an advisor, is to start working with the dedicated advisor on a one-to-one basis,

— Registrant Advice Service: this is delivered by a team of advisors, whose role is to act as both an inspiring champion of teaching and a practical, pragmatic advisor on applying successfully to teacher training courses or to return to the profession. There are currently 3 elements to this service to support different groups of potential candidates — these are currently referred to as Early Education Advisors, Premier Plus Advisors and Return to Teaching Advisors.

Additionally, the contact centre is used to address queries from potential candidates on social media. Phone, email and SMS are also used as communication channels for outbound marketing campaigns and help desks.

The estimate forecast volumes for the services during the period of October 2018 — September 2019 are:

— webchat total minutes: 629 742,

— inbound call total minutes: 698 257,

— outbound call total minutes: 666 754,

— number of registrants eligible for and accepting registrant advisor support: 8 064.

The Authority wishes to enter into an initial 5 year contract for the Get into Teaching Information Service with operational delivery commencing 1.10.2018. The Authority may exercise the option to extend the contract by up to a maximum further 24 month period.

Further details are available 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

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

This contract will have an option to extend for up to a further 24 months.

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

Estimated contract range value from 28 000 000 GBP up to 49 000 000 GBP over a 7 year period (assuming the option to extend is exercised). Additional information regarding the estimated magnitude of the contract is made available within the procurement documents.

The Authority requires, as part of the contract, the flexibility to scale the requirements in accordance with business demand forecasts.

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

List and brief description of conditions:

As part of the tender requirements, bidders will be required to describe how their processes meet the requirements under the data protection legislation, including the General Data Protection regulation (EU2016/679), and that they will be required to comply with the GDPR under the proposed contract.

The Authority anticipates that the TUPE may apply to either or both of the existing contact centre services and Registrant Advice Services.

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

Execution of the service is reserved to 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

Open procedure
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
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: 04/06/2018
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

Duration in months: 4 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 04/06/2018
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

High Court
Royal Court of Justices, the Strand
London
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

The Contracting Authority will incorporate a minimum 10 calendar days standstill period at the point that information on the award of the contracts is communicated to suppliers. Unsuccessful suppliers shall be informed by the Contracting Authority as soon as possible after the decision has been made. If an appeal regarding the award of the contract has not been successfully resolved, The Public Contracts Regulations 2015 (SI 2015 nº 102) provide for aggrieved parties who have been harmed or are at risk of harm by the breach of the rules to take legal action. Any such action must be brought within the applicable limitation period. Where a contract has not been entered into, the Court may order the setting aside of the award decision or order the Contracting Authority to amend any document and may award damages. If the contract has been entered into the Court may, depending on the circumstances, award damages, make a declaration of ineffectiveness, order the Contracting Authority to pay a fine, and/or order that the duration of the contract is shortened. The purpose of the standstill period referred to above is to allow the parties to apply to the Courts to set aside the award decision before the contract is entered into.

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

VI.5)Date of dispatch of this notice:

01/05/2018

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