Provide Contact Centre Services for DWP
Personal Independence Payment (PIP) New Claim and Re-assessment Contact Centre Services.
United Kingdom-Leeds: Call centre
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Department for Work and Pensions
Contact point(s): The team will manage this procurement through our eProcurement solution. All interested parties should register at https://dwp.bravosolution.co.uk, see further details below within requests to participate
For the attention of: Chu Quentin
LS2 7UA Leeds
Telephone: +44 1132324861
Fax: +44 1132324253
General address of the contracting authority: www..dwp.gov.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
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 27: Other 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)
II.1.5)Short description of the contract or purchase(s)
The contract term will be for 3 years (1.3.2017 to 29.2.2020) with an option to extend for a further 12 months.
Current expectations are that the PIP new claim service will run through to February 2020 with the PIP re-assessment service line being required to the end of October 2018.
DWP anticipate that call volumes and average call handling times during the contract period will be:
PIP new claim service line 1 214 000 calls (AHT 14 minutes)
PIP re-assessment service line 968 400 calls (AHT 17 minutes)
Both of the service lines are currently outsourced and delivered by an external Provider.
DWP intend to hold a supplier event to discuss the requirement further in Leeds on Tuesday 24.5.2016 (full details to be confirmed).
II.1.6)Common procurement vocabulary (CPV)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
PIP Re-assessment service line 968 400 calls during life of contract.
Estimated value excluding VAT:
Range: between 12 000 000 and 16 000 000 GBP
II.2.2)Information about options
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
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
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
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 that will be available to download from https://dwp.bravosolution.co.uk from 16.5.2016.
Information and formalities necessary for evaluating if the requirements are met:
Please refer to the Invitation to Tender documents that will be available to download from https://dwp.bravosolution.co.uk from 16.5.2016.
III.3.1)Information about a particular profession
Section IV: Procedure
IV.1.1)Type of procedure
IV.2.2)Information about electronic auction
Additional information about electronic auction: See tender documentation. Please note that if less than 3 suppliers meet the required quality criteria then DWP reserves the right not to run an e-auction and will in its place undertake a relative assessment on the Most Economically Advantageos Tender (MEAT) basis.
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
Prior information notice
Notice number in the OJEU: 2016/S 089-158267 of 7.5.2016
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
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders
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 Contracting Authority intends to use an eTendering system. Suppliers Instructions How to Express Interest in this Tender: 1. Register 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 your chosen username and click ‘Save’. You will receive an email with your password (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. (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. Follow the on-screen instructions to complete the PQQ/ ITT — There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the ‘Submit Response’ button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights:(i) to use a reverse auction; (ii)to cancel this procurement at any stage; (iii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iv)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.
VI.4.1)Body responsible for appeal procedures
Quarry House, Quarry Hill
LS2 7UA Leeds
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 damage. 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 in entered into.
You may also care to note the information provided via the DWP commercial complaints process http//www.dwp.gov.uk/supplying-dwp/purchasing-in-dwp/dwp-commercial-complaints
VI.5)Date of dispatch of this notice: