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Customer Support Service Tender
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Customer Support Service Tender

Tuesday, 10 May 2016, 10:29

Customer Support Service Tender

The Foundation is looking for a supplier to provide a customer support service to administer courses, take additional bookings and field customer emails.

United Kingdom-London: Call centre

2016/S 086-151812

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Education and Training Foundation
Fourth Floor, 157 — 197 Buckingham Palace Road
London
SW1W 9SP
UNITED KINGDOM
Telephone: +44 2037408280
E-mail: tenderqueries@etfoundation.co.uk
NUTS code: UK

Internet address(es):

Main address: http://www.et-foundation.co.uk

Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28768

I.2)Joint procurement

I.3)Communication

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

I.4)Type of the contracting authority

Other type: charity

I.5)Main activity

Education

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Customer Support Service.

Reference number: BMQ 16/17.2

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

The Foundation is looking for a supplier to provide a customer support service to administer courses, take additional bookings and field customer emails and phone calls relating to the Foundation’s CPD provision and bookings that are managed via the Foundation booking system.

II.1.5)Estimated total value

Value excluding VAT: 1.00 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)

79512000

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

London, England.

II.2.4)Description of the procurement:

The Foundation is looking for a supplier to provide a customer support service to administer courses, take additional bookings and field customer emails and phone calls relating to the Foundation’s CPD provision and bookings that are managed via the Foundation booking system. The service will be utilised by course delegates, potential course customers (users who search for but do not book training) and, to a lesser extent, course delivery partners from the education and training sector. The service must be both telephone and email responsive and operate Monday to Friday 8:00-18:00 through the year.

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: 1.00 GBP

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

Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:

Subject to the availability of funding and the sufficiently high quality performance of the successful supplier during the initial phase of the contract, we reserve the right to extend the contract for up to a maximum of 2 years.

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

The Foundation is keen to receive competitive tenders that address all of the points in the specification and demonstrate value for money. The Foundation recognises that tenderers are best placed to suggest costs for this service.

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:
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: 31/05/2016
Local time: 09:30
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: 31/05/2016
Local time: 09:30
Place:

157-197 Buckingham Palace Road, London, SW1W 9SP.

Information about authorised persons and opening procedure:

Two Foundation employees will open the electronic postbox on the my-tenders portal.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

NOTE: To register your interest in this notice and obtain any additional information please visit the my-Tenders Web Site athttp://www.myTenders.org/Search/Search_Switch.aspx?ID=175551

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available athttp://www.myTenders.org/sitehelp/help_guides.aspx

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

(MT Ref:175551).

VI.4)Procedures for review

VI.4.1)Review body

Education and Training Foundation
Fourth Floor, 157 — 197 Buckingham Palace Road
London
SW1W 9SP
UNITED KINGDOM
Telephone: +44 2037408280
E-mail: tenderqueries@etfoundation.co.ukInternet address:http://www.et-foundation.co.uk
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

28/04/2016

 

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