Contact Centre Telephony Tender

Contact Centre Telephony Tender

The British Council is looking for one supplier to provide contact Centre Telephony for an initial UK/Pilot.

United Kingdom-Manchester: Installation of telecommunications equipment

2019/S 092-222441

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

British Council
Bridgewater House
Manchester
M1 6BB
United Kingdom
Contact person: Caroline Doidge
E-mail: global.procurement@britishcouncil.org
NUTS code: UKD3
Internet address(es):Main address: https://in-tendhost.co.uk/britishcouncil/aspx/Home
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://in-tendhost.co.uk/britishcouncil/aspx/Home
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://in-tendhost.co.uk/britishcouncil/aspx/Home
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Other activity: Registered Charity

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Contact Centre Telephony – UK/Pilot, 8 Location’s and Global Customer Service Team

Reference number: BC/00704

II.1.2)Main CPV code

45314000

II.1.3)Type of contract

Services

II.1.4)Short description:

The British Council is looking for one supplier to provide contact Centre Telephony for an initial UK/Pilot and the potential to expend to 7 Location’s on successful completion of the pilot and potential further global customer service team’s. Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 Advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and desk-based phones).

II.1.5)Estimated total value

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)

45314000

II.2.3)Place of performance

NUTS code: 00
NUTS code: UKD3
Main site or place of performance:

II.2.4)Description of the procurement:

Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network as indicated in Annex 4.

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: 12
This contract is subject to renewal: yes
Description of renewals:

The British Council may extend this Agreement on up to 4 occasions for further periods of 36 months (each an “Extension Period”) by giving the supplier at least 30 days’ written notice before the end of the initial term or the then current extension period (as applicable).

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

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:

III.1.2)Economic and financial standing

List and brief description of selection criteria:

No special legal form is required but each supplier will be required to become jointly and severably responsible for the contract before acceptance.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

Information and formalities necessary for evaluating if requirements are met:

(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;

(b) is the subject of proceedings for a declaration of bankruptcy, for an order for compulsory winding up or administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;

(c) has been convicted by a judgement which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;

(d) has been guilty of grave professional misconduct proven by any means which the Contracting Authorities can demonstrate;

(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the Contracting Authority;

(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the Contracting Authority;

(g) is guilty of serious misrepresentation in supplying the information required under this section or has not supplied such information;

(h) has been the subject of a conviction for participation in a criminal organisation as defined in Article 2(1) of Council Joint Action 98/733/JHA;

(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26.5.1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;

(j) has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;

(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10.6.1991 on prevention of the use of the financial system for the purpose of money laundering.

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

Open procedure
Accelerated procedure
Justification:

PIN issued on 22nd January.

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: 30/05/2019
Local time: 10:00
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

IV.2.7)Conditions for opening of tenders

Date: 30/05/2019
Local time: 10:00
Place:

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
VI.2)Information about electronic workflows

VI.3)Additional information:

Bidders will be required to register on British Council’s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and “means of proof” will be required. These conditions are outlined in the ITT.

VI.4)Procedures for review

VI.4.1)Review body

British Council
Bridgewater House
Manchester
M1 6BB
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

09/05/2019

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