Devon County Council Call Centre Services Contract

Devon County Council Call Centre Services Contract

Devon County Council require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure.

United Kingdom-Exeter: Call centre

2017/S 083-160926

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Devon County Council
County Hall, Topsham Road
United Kingdom
Contact person: Mrs Tracey White
Telephone: +44 1392383000
NUTS code: UKK
Internet address(es):Main address:

Address of the buyer profile:

I.2)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:

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


CP1436-17A Call Centre Services.

Reference number: DN261747

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve.

The solution should also provide Voice-mail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name.

The expected total contract value is between 600 000 GBP and 800 000 GBP this is based on (10) ten year period.

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: UKK

II.2.4)Description of the procurement:

Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network.

The network hosts about 7 000 extensions, spread across approximately 40 sites. Most extensions have an associated DDI number for incoming calls.

DCC has moved to a more flexible method of working and uses a speech recognition directory to send calls to the users’ nominated device, whether this is a desk extension, mobile, home line or a handset in a partner’s location. This is provided by a dual node Netcall Liberty platform. This platform also provides our voice-mail service and some IVR and auto attendant services for some of the smaller contact routes into the authority.

DCC also operates a 60 seat contact centre, based in Tiverton which deals with the majority of incoming calls from the public for Council services. This includes, but is not limited to; Devon Highways, Adult and Children’s Social Care, Registrars and General Enquiries. This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 50
Price – Weighting: 50
II.2.6)Estimated value

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

Duration in months: 84
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: yes
Description of options:

The contract will be for an initial term of (3) three years with an option to extend the Contract for any period up to a further (7) seven years (2 + 2 + 2 +1) at the sole discretion of Devon County Council. The Estimated Value of this contract is between 600 000 GBP and 800 000 GBP and is based on (10) ten year period.

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
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: no
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: 02/06/2017
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: 02/06/2017
Local time: 12:00

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:
VI.4)Procedures for review

VI.4.1)Review body

Devon County Council
United KingdomInternet address:
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:



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