London Borough of Bromley Call Handling Service Tender

London Borough of Bromley Call Handling Service Tender

The Council is tendering for a service to be available 24 hours a day, 7 days a week.

United Kingdom-Bromley: Telephone-answering services

2019/S 091-219518

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London Borough of Bromley
Bromley Civic Centre, Stockwell Close
Bromley
BR1 3UH
United Kingdom
E-mail: procurement@bromley.gov.uk
NUTS code: UKJ4
Internet address(es):Main address: http://www.bromley.gov.uk/

Address of the buyer profile: www.londontenders.org

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://procontract.due-north.com/Advert/Index?advertId=2a4abc0a-5960-e911-80f6-005056b64545
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com/Advert/Index?advertId=2a4abc0a-5960-e911-80f6-005056b64545

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

II.1.1)Title:

Call Handling Service (Telecare)

Reference number: DN404840

II.1.2)Main CPV code

79510000

II.1.3)Type of contract

Services

II.1.4)Short description:

The Council is tendering for a service to be available 24 hours a day, 7 days a week, throughout the year and shall consist of:

— a computerised telephone answering service which can simultaneously respond to all calls from alarms dispersed in the community and facilitates clear voice contact between the contractor’s staff and service users and which shall operate instantaneously when required and be available at all times,

— on receiving a call, the operator shall contact the Council or an alternative nominated phone number which may be friends, family or neighbour of the service user.

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)

79512000

II.2.3)Place of performance

NUTS code: UKJ4

II.2.4)Description of the procurement:

The Council is tendering for a service to be available 24 hours a day, 7 days a week, throughout the year and shall consist of:

— a computerised telephone answering service which can simultaneously respond to all calls from alarms dispersed in the community and facilitates clear voice contact between the contractor’s staff and Service users and which shall operate instantaneously when required and be available at all times,

— on receiving a call, the operator shall contact the Council or an alternative nominated phone number which may be friends, family or neighbour of the service user.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 40
Price – Weighting: 60
II.2.6)Estimated value

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

Start: 04/11/2019
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 initial period is 3 years starting 4.11.2019.

There is an option to extend for a 2 year period from 4.11.2022 to 3 November at the discretion of the Contracting Authority.

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)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: 11/06/2019
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:

English

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

Duration in months: 12 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 11/06/2019
Local time: 12:00

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:

Any selection of tenderers will be based solely on the criteria set out in the procurement. Evaluation of the tender will be based on the CIPFA standing guide to the commissioning of local authority work and services tender evaluation model and in full compliance with EU Directives, the Council’s contract procedure rules and in accordance with the stated criteria. Tenderers should note that the evaluation of the above criteria for quality issues, etc. will also include the operation of minimum score thresholds. If the Tenderer’s proposal receives a score below the required threshold then the bid may not be considered further (the minimum acceptable score is a requirement to obtain at least half of the available points in any particular area). An indicative use of this model can be downloaded from the Council’s website at http://www.bromley.gov.uk/info/200095/tenders_and_contracts/265/submitting_tenders

Prospective contractors are advised that the documents issued at this time in conjunction with the OJEU Tender Notice may be supplemented and/or amended as provided for in Regulation 53(6) of the Public Contracts Regulations 2015.

VI.4)Procedures for review

VI.4.1)Review body

Royal Courts of Justice
The Strand
London
WC2A 2LL
United Kingdom

VI.4.2)Body responsible for mediation procedures

The Royal Courts of Justice
The Strand
London
WC2A 2LL
United Kingdom
Telephone: +44 2079476000

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Complaints during the procurement process are conducted under the Official Journal for the European Union (OJEU) in line with the Public Contracts Regulations (2015). Our processes are conducted in a fair, open and transparent manner. We are committed to developing constructive relationships with suppliers and are keen to generate maximum competition in all of our procurements to deliver best value and sustainable cost savings for the taxpayer. The outcome of the evaluation process is totally dependent on the competitive strength of the individual bid submissions, regardless of the bidder’s size or place on existing/previous arrangements. We are committed to treating all suppliers fairly and all feedback and complaints are given full and fair consideration.If at any stage we believe that a mistake has been made by us, please be assured that we will rectify it to the extent that we can legally do so. In order to complain you must first be registered on the eSourcing tool for the relevant procurement event. All complaints must be raised via the eSourcing tool messaging facility. If you are still unsatisfied at the outcome of a procurement competition and wish to challenge it, then you should issue legal proceedings under Part 3 chapter 6 (Applications to the Court) of the Public Contracts Regulations 2015 and serve them on the Government Legal Department in accordance with the Civil Procedure Rules Part 66 (Crown Proceedings) and its associated Practice Direction. Please note that service by email is subject to prior agreement with the Head of Litigation at the Government Legal Department Solicitor’s Department and is not routinely given.

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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