Mobile Telephones and Call Contact Centre Tender

Mobile Telephones and Call Contact Centre Tender

The contractor will review current telephony solutions and makes recommendations as appropriate. The scope to include mobile/landline, call contact centre, data and VoIP.

UK-St Helens: Mobile telephones

2012/S 238-392672

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Helena Partnerships Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk

Internet address(es):

General address of the contracting authority: http://www.helenapartenrships.co.uk

Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA12041

Further information can be obtained from: Helena Partnerships Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenapartnerships.co.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Helena Procurement Ltd
Helena Central, 4 Corporation Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenahousing.co.uk

Tenders or requests to participate must be sent to: Helena Partnerships Ltd
Helena Central, 4 Corporatiuon Street
Contact point(s): Procurement and Accounts Payable
For the attention of: Alastair Barton
WA9 1LD St Helens
UNITED KINGDOM
Telephone: +44 1744675747
E-mail: telephonyreview@helenapartnerships.co.uk
Internet address: http://www.helenapartnerships.co.uk

I.2)Type of the contracting authority
Other: Housing Association
I.3)Main activity
Housing and community amenities
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:
HHC306 – Telephony Review.
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: St Helens.
NUTS code UKD5
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)
The organisation seeks to contract with a ‘prime contractor’ for the provision and support of a telephony infrastructure which is highly resilient, scalable, performant and which represents value for money. This is to include design, delivery, implementation, support and development of the elements required to deliver these services. The contractor will review current telephony solutions and makes recommendations as appropriate. The scope to include mobile/landline, call contact centre, data and VoIP.
NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at http://www.myTenders.org/Search/Search_Switch.aspx?ID=95781
II.1.6)Common procurement vocabulary (CPV)

32250000, 32544000, 32545000, 32550000, 32551400, 31712112, 79512000

II.1.7)Information about Government Procurement Agreement (GPA)
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:
This tender is to supply services to replace and develop the current telephone services used by Helena Partnerships, current services include:
— 391 telephone extensions used across 8 Helena sites,
— 29 call centre agents,
— ISDN circuits and DDI numbers;
— 84 standalone exchange lines including care alarm circuits,
— Fixed line dialled minutes (average monthly 12 715 minutes local calls, 1 496 minutes national and 9 289 minutes to mobiles),
— 1 non-geographic number (0300) number,
— 233 mobile phones,
— 277 data enabled smart phones (197 Windows Mobile, 63 Android and 17 iPhone),
— Mobile data (36 USB sticks),
— Mobile minutes (average monthly 7 178 minutes between Helena mobiles, 32 687 minutes to other mobiles, 1 963 minutes to landlines, 1 900 minutes to voice mail),
— Applications to Text Message interfaces (monthly average 14 328 text messages),
— Data usages (monthly average 800Mbytes), and
— Roaming (minimal use).
It is expected that the appointed supplier will deliver service improvements to the voice services used within Helena and in particular implement, innovate and develop:
— Scalable MultiMedia Contact Centre – whilst the initial functionality requirement will be for telephony, e-mail and SMS text, the organisation wishes to ensure that the solution implemented will have the capability of handling other access channels in the future which may include Social Media (Facebook and Twitter) and Skype.
— Telephony for back office staff – the requirement will be to deliver a model which will support the organisation’s Flexible Working Strategy and will include:
— Fixed desk,
— Hot desking within own office,
— Hot desking at any of the organisation’s offices or sites such as Care Homes,
— Mobile working, e.g. in Tenant’s homes and off-site locations,
— Home working, and
— Desktop telephony for partners (typically third sector and SMEs) sharing the Helena’s office and must include billing functionality.
The solution may be delivered using infrastructure which is located on-premise, co-located in the supplier’s data centre or a cloud based solution or any combination of these. The key requirements in this respect are to demonstrate resilience, scalability and value for money.
Helena expects the amount of mobile working to significantly increase during the contract term and therefore any response must demonstrate:
— Economic scalability for the use of mobile data including the use of 3G, public WiFi and 4G,
— Integration between desk-based and mobile phone solutions, and
— Appropriate use of unified communications to allow flexibility in the provision and management of new ways of working.
A major concern is costs escalating through data usage, and in particular Helena will be interested in the use of:
— Corporate (rather than individual) data bundles,
— Use of emerging data communications technologies, e.g. 4G, and
— Joint initiatives to deploy WiFi connectivity in key areas such as principal housing estates.
Helena’s Contact Centre will increasingly become the focus for customer contact. As a minimum, the contact centre solution will be required to deliver:
— Multiple access channels, i.e. not just telephony, with a “blended workload” approach to agent deployment (i.e. the same agents handling all of the channels and not designated to working with a single channel during specific time periods),
— Excellent real-time and historical management reporting,
— An interface between the Contact Centre platform and the organisation’s CRM system,
— Integration which uses CRM data to:
— Prepopulate agent screens based on inbound CLI,
— Determine workflow based on inbound CLI (e.g. predicting the type of call presented by that particular caller),
— Prioritising key customers based on inbound CLI, and
— Using homeworking or a similar flexible working model so that there is a requirement for agents to be supported on multiple sites.
— The appointed supplier will be expected to work with Helena to implement integration between the contact centre platform and Helena’s in house written CRM solution.
Estimated value excluding VAT: 1 200 000 GBP
II.2.2)Information about options
Options: yes
Description of these options: The contreacting Authority reserves the right to extend the contract by up 2 years in one year increments.
Provisional timetable for recourse to these options:
in months: 60 (from the award of the contract)
II.2.3)Information about renewals
This contract is subject to renewal: yes
Number of possible renewals: 2
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 24 (from the award of the contract)
II.3)Duration of the contract or time limit for completion
Starting 1.7.2013. Completion 30.6.2018

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
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: (1) All candidates will be required to produce a certificate or declaration demonstrating that they are not bankrupt or the subject of an administration order, are not being wound-up, have not granted a trust deed, are not the subject of a petition presented for sequestration of their estate, have not had a receiver, manager or administrator appointed and are not otherwise apparently insolvent.
(2) All candidates will be required to produce a certificate or declaration demonstrating that the candidate, their directors, or any other person who has powers of representation, decision or control of the candidate has not been convicted of conspiracy, corruption, bribery, or money laundering. Failure to provide such a declaration will result in the candidate being declared ineligible and they will not be selected to participate in this procurement process.
(3) All candidates will be required to produce a certificate or declaration demonstrating that they have not been convicted of a criminal offence relating to the conduct of their business or profession.
(4) All candidates will be required to produce a certificate or declaration demonstrating that they have not committed an act of grave misconduct in the course of their business or profession.
(5) All candidates must comply with the requirements of the State in which they are established, regarding registration on the professional or trade register.
(6) Any candidate found to be guilty of serious misrepresentation in providing any information required, may be declared ineligible and not selected to continue with this procurement process.
(7) All candidates will have to demonstrate that they are licensed, or a member of the relevant organisation, in the State where they are established, when the law of that State prohibits the provision of the services, described in this notice, by a person who is not so licensed or who is not a member of the relevant organisation.
(8) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of social security contributions under the law of any part of the United Kingdom or of the relevant State in which the candidate is established.
(9) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of taxes under the law of any part of the United Kingdom or of the relevant State in which the economic operator is established.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to provide a reference from their bank.
(2) All candidates will be required to provide evidence of relevant professional risk indemnity insurance.
(3) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice.
(4) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
(1) A statement of the candidate’s average annual number of staff and managerial staff over the previous 3 years.
(2) Details of the educational and professional qualifications of their managerial staff; and those of the person(s) who would be responsible for providing the services or carrying out the work or works under the contract;
(3) All candidates will be required to provide certification from an independent body attesting conformity to environmental management standards in accordance with the Community Eco-Management and Audit Scheme (EMAS); or the European standard BS EN ISO 14001.
(4) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measures.
(5) A statement of the candidate’s technical facilities; measures for ensuring quality; and their study and research facilities.
(6) An indication of the proportion of the contract which the services provider intends possibly to subcontract.
(7) A statement of the technicians or technical services available to the candidate to carry out the work under the contract; or be involved in the production of goods or the provision of services under the contract; particularly those responsible for quality control, whether or not they are independent of the candidate.
(8) A statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contract.
(9) A list of works carried out over the past 5 years, detailing the value of the consideration received; when and where the work or works were carried out; and whether they were carried out according to the rules of the trade or profession and properly completed.
Minimum level(s) of standards possibly required:
ITIL V3 Service Management.
PRINCE 2 Project Management.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
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
competitive dialogue
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged minimum number 4: and maximum number 6
Objective criteria for choosing the limited number of candidates: As set out in the PQQ documentation.
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 below

1. Technical Solution and Ability, Experiance and Quality.. Weighting 60

2. Price.. Weighting 40

IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Time limit for receipt of requests for documents or for accessing documents: 2.1.2013
IV.3.4)Time limit for receipt of tenders or requests to participate
14.1.2013 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
5.2.2013
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
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information
(MT Ref: 95781).
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:7.12.2012

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