Customer Services Training Programme To Support Cultural Change

Customer Services Training Programme To Support Cultural Change

To undertake a customer services training programme across the organisation, which will support cultural change. 

United Kingdom-Birmingham: Training services

2018/S 194-439409

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

WM Housing Group
4040 Lakeside, Birmingham Business Park, B37 7YN
B37 7YN
United Kingdom
Contact person: Jenny Howarth
Telephone: +44 1213290430
Fax: +44 1214574601
NUTS code: UKG3
Internet address(es):Main address:
I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
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

Housing and community amenities

Section II: Object

II.1)Scope of the procurement


2018 – 623 Customer Services Training Programme To Support Cultural Change

Reference number: 2018 – 623

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

WM Housing Group seeks to appoint a competent and experienced Service Provider who is best able to demonstrate the ability to undertake a customer services training programme across the organisation, which will support cultural change. The successful bidder will work closely with the project lead. You must upload your bid by using the “Attach Documents” button and your return must be submitted via “Submit Return” on the WMHG E-Procurement portal before the deadline date provided in the project details. You will have the option to modify you bid up until the deadline.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKG3
Main site or place of performance:

II.2.4)Description of the procurement:


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: no

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:

The successful bidder must have sufficient financial capacity to service the requirements of the services. Per the ITT, WMHG reserves the right at its sole discretion to seek further detailed information in respect of financial capacity and/or to require a Guarantee Bond.

Minimum level(s) of standards possibly required:

To be demonstrated by relevant experience/references as set out in the ITT.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

To be successful bidders must be able to demonstrate relevant technical and professional capacity to service the requirements of the services.

Minimum level(s) of standards possibly required:

As tested in the ITT questions and/or interview.

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.1.1)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: 07/11/2018
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:

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

IV.2.7)Conditions for opening of tenders

Date: 07/11/2018
Local time: 12:05

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:

It is anticipated that higher scores will be awarded to bidders who are best able to provide evidence of sufficient experience and capacity to provide the services being sought within the parameters of the specified timescales. Applicants are advised to ensure that they do not base their submission on discussions with any other member of WM Housing Group Staff. If you require any clarification on matters contained within the Tender Documents, you must do so via Correspondence of the WMHG E-Tendering portal. Failure to observe this requirement may result in your bid being eliminated. Please note that in the case of tender clarifications where appropriate, answers will be circulated to all tenderers. The issue of this ITT does not commit the Client to award any Contract following the Tender process. The Client is not bound to accept any Tender and the Client reserves the right to reject any or all Tenders. Each Tenderer shall bear its own costs and liabilities in relation to all stages of the procurement process including the preparation, submission and clarification of Tenders and clarification of the ITT. Under no circumstances shall The Client be required to reimburse any Tenderer for its bidding costs or for any costs incurred in participating in the procurement process. NB: Should you require assistance or clarification on the use of In-Tend, please contact In-Tend support on 0845 557 8079 / +44 (0) 114 407 0065.

VI.4)Procedures for review

VI.4.1)Review body

The High Court of Justice
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

WM Housing Group will incorporate a minimum ten day calendar standstill period at the point information on the award of the Contract is communicated to tenderers. The Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Generally any such action must be brought within 30 days from the date the aggrieved party knew or ought to have known about the alleged breach. Where the Framework Agreement has not been entered into, the Court may order the setting aside of the award decision or order WM Housing Group to amend any document and may award damages. If Dear Sir/Madam.

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

VI.5)Date of dispatch of this notice:


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