DWP Requires a Contact Centre Service Provider

DWP Requires a Contact Centre Service Provider

The service lines are as follows: i) Personal Independence Payments — New Claims, ii) Personal Independence Payments — Reassessments, iii) Jobseeker’s Allowance New Claims.

United Kingdom-Newcastle upon Tyne: Call centre

2015/S 187-339307

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Department for Work and Pensions
BP5101, Benton Park View, Benton Park Road
For the attention of: Michael Appleby
NE98 1YX Newcastle upon Tyne
UNITED KINGDOM
E-mail: michael.appleby@dwp.gsi.gov.uk

Internet address(es):

General address of the contracting authority: Suppliers Instructions How to Express Interest in this Tender~: 1. Register your company on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note the username you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

Electronic access to information: https://dwp.bravosolution.co.uk

Electronic submission of tenders and requests to participate: https://dwp.bravosolution.co.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions

I.3)Main activity

Social protection
Other: call centre service

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Personal Independence Payments and Jobseeker’s Allowance New Claims – Contact Centre Services.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: UK Mainland.

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

DWP requires a contact centre service provider to deliver 3 service lines from April 2016 to March 2018.
The service lines are as follows:
i) Personal Independence Payments — New Claims,
ii) Personal Independence Payments — Reassessments,
iii) Jobseeker’s Allowance New Claims.
DWP anticipate combined call volumes of approximately 4.8 m over the contract period.

II.1.6)Common procurement vocabulary (CPV)

79512000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Estimated value excluding VAT:
Range: between 25 000 000 and 35 000 000 GBP
II.2.2)Information about options

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 12 (from the award of the contract)

II.3)Duration of the contract or time limit for completion

Duration in months: 24 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

Parent company guarantees, performance bonds or deposits may be required in appropriate circumstances.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See tender documents.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

The contracting authority will only contract with a single legal entity and any consortium will be required to set up such an entity, for example a Special Purpose Vehicle (SPV), as a condition of and prior to contract award.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Suppliers will be assessed against the selection and exclusion criteria as detailed within the ITT.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Please refer to the Invitation to Tender documents, which are available to download from https://dwp.bravosolution.co.uk

Minimum level(s) of standards possibly required: See tender documents.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:

Please refer to the Invitation to Tender documents, which are available to download from https://dwp.bravosolution.co.uk

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: yes
Additional information about electronic auction: See tender documents.
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

UI_DWP_101703

IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2015/S 169-308305 of 2.9.2015

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

IV.3.4)Time limit for receipt of tenders or requests to participate

21.10.2015 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 120 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 21.10.2015 – 12:00

Place:

e-Procurement.

Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Suppliers will need to register on www.dwp.bravosolution.co.uk in order to access this information and register their interest. Once registered, suppliers should search for the ‘PIP and JSA New Claims Contact Centre Service’ opportunity listing on Bravo.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Department for Work and Pensions
BP5101, Benton Park View, Benton Park Road
NE98 1YX Newcastle upon Tyne
UNITED KINGDOM

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: This authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers. The Public Contracts Regulations 2015 (SI 2015 No 87) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 3 months). Where a contract has not been entered into the court may order the setting aside of the award decision or order the authority to amend any document and may award damages. If the contract has been entered into the court may award damages and in the case of specified breaches of the rules may also order the termination or shortening of the contract and the levying of fines. Economic Operators seeking the termination of a contract (where this is permitted) may be required to bring action within 30 days, although this period is extended to 6 months in specified circumstances. The purpose of the standstill period referred to above is to allow parties to apply to the Courts to set aside the award decision before the contract is entered into.
You may also care to note the information provided via The DWP Commercial Complaints Process.

VI.4.3)Service from which information about the lodging of appeals may be obtained

Department for Work and Pensions
BP5101, Benton Park View, Benton Park Road
NE98 1YX Newcastle upon Tyne
UNITED KINGDOM

VI.5)Date of dispatch of this notice:

22.9.2015

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