Out of Hours Caller Call Handling Services Contract

Out of Hours Caller Call Handling Services Contract

High levels of quality are important for the current users of the arrangement and will be equally important for any potential new joiners.

United Kingdom-London: Telephone-answering services

2017/S 013-019655

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London Borough of Ealing
Ealing Council, Perceval House, 14/16 Uxbridge Road, Ealing
London
W5 2HL
United Kingdom
Contact person: Mr Vincent Hunt
Telephone: +44 2088255000
E-mail: huntv@ealing.gov.uk
NUTS code: UK
Internet address(es):Main address: http://www.ealing.gov.uk

Address of the buyer profile: http://www.ealing.gov.uk

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at:https://procontract.due-north.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.co.uk

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:

Out of Hours Caller Call Handling Services Contract Reference 1157.

Reference number: DN231422

II.1.2)Main CPV code

79510000

II.1.3)Type of contract

Services

II.1.4)Short description:

Ealing Council has worked with its partners to deliver quality and value in the context of its long standing outsourced contract for the provision of a high quality and value for money out of hours call handling shared service. High levels of quality are important for the current users of the arrangement and will be equally important for any potential new joiners. The current arrangement was procured by the London Borough of Ealing and is used by Ealing, Barnet, Tower Hamlets, Kensington and Chelsea, Haringey, Havering, Enfield and Waltham Forest Councils and Peabody Housing, Wandle Housing, and Homes for Haringey.

II.1.5)Estimated total value

Value excluding VAT: 7 000 000.00 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)

64214200
79311210

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Ealing Council is procuring Out of Hours Call Handling Services on behalf of itself and Barnet, Tower Hamlets, Kensington and Chelsea, Haringey, Havering, Enfield and Waltham Forest Councils and Peabody Housing, Wandle Housing, and Homes for Haringey, who are the existing users and also all UK Councils and Housing Sector Arm’s Length Management Organisations (ALMO) s who offer an out of hour’s service. Ealing Council is aiming that its new arrangement is open to use by all of these bodies and consequently this procurement represents a major opportunity. Each party will enter into separate but identical Services Agreements save for local variations and factual differences. In order to maximise the efficiency of the arrangement the new supplier may be required to undertake integration of the call centre service with the back office function of each individual council.

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

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.2.9)Information about the limits on the number of candidates to be invited

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

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:

This is set out in the tender documents.

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

Competitive dialogue
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

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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: 22/02/2017
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: 6 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

London Borough of Ealing
14 – 16 Uxbridge Road, Ealing
London,
W5 2HL
United Kingdom
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:

17/01/2017

 

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