Provide Contract Centre for NHS Blood and Transplant

Provide Contract Centre for NHS Blood and Transplant

Leading edge, donor focused multi-channel National Contact Centre (NCC) solution dealing with inbound and outbound contacts.

United Kingdom-Bristol: Call centre

2016/S 224-408345

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

NHS Blood Transplant
North Bristol Park, Filton
Bristol
BS34 7QH
United Kingdom
Telephone: +44 1179217232
E-mail: seun.ayandipo@nhsbt.nhs.uk
NUTS code: UK
Internet address(es):Main address: https://www.nhsbt.nhs.uk

Address of the buyer profile: https://nhsbt.bravosolution.co.uk

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://nhsbt.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://nhsbt.bravosolution.co.uk
Tenders or requests to participate must be submitted to the following address:
seun.ayandipo@nhsbt.nhs.uk
Bristol
United Kingdom
E-mail: seun.ayandipo@nhsbt.nhs.uk
NUTS code: UK
Internet address(es):Main address: http://www.nhsbt.nhs.uk/

I.4)Type of the contracting authority

Other type: special health authority

I.5)Main activity

Health

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Contract for the Provision of a National Contact Centre.

Reference number: NHSBT0910

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

This contract concerns the provision of a leading edge, donor focused multi-channel National Contact Centre (NCC) solution dealing with inbound and outbound contacts from potential and existing blood donors as well as those wishing to register or who are already registered with the NHS Organ Donor Register (ODR), and members of the public.

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)

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

United Kingdom.

II.2.4)Description of the procurement:

This contract concerns the provision of a leading edge, donor focused multi-channel National Contact Centre (NCC) solution dealing with inbound and outbound contacts from potential and existing blood donors as well as those wishing to register or who are already registered with the NHS Organ Donor Register (ODR), and members of the public.

We expect any potential provider to be able to deliver an integrated multi channel approach including inbound calls, outbound calls, web from handling, emails, SMS, interactive messaging, social media, push messaging along with any other channels that may become popular with our donors over the course of the contract term.

Any potential providers needs to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors.

Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with NHSBT in this area is also a key deliverable. Future needs may encompass provision of contact centre support to other Directorates within NHSBT.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 400
Quality criterion – Name: Cost / Weighting: 600
Price – Weighting: 60 %
II.2.6)Estimated value

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

Start: 01/03/2018
End: 28/02/2023
This contract is subject to renewal: yes
Description of renewals:

Contract expires 28/02/2018.

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:
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

Restricted 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: no
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: 19/12/2016
Local time: 17:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 28/02/2017

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

Tender must be valid until: 28/02/2023
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

NHS Blood and Transplant
500 Northway, North Bristol Park, Filton
Bristol
BS34 7QH
United Kingdom
Telephone: +44 177927232
E-mail: seun.ayandipo@nhsbt.nhs.uk
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:

17/11/2016

 

Related Posts

Requirement for Telephone Answering Service in London

Call Monitoring Services Contract

Telemarketing Campaign Contract

Supply of Out of Hours Emergency Call Handling Services

Borders College ICT Infrastructure Refresh

Enjoyed this post? Share it!