Provide Customer Contact Service to London Borough of Bexley
Customer contact service for the Council currently provided in-house by the contact centre. This includes face-to-face, telephone, email and online contact.
United Kingdom-Bexleyheath: Business services: law, marketing, consulting, recruitment, printing and security
Section I: Contracting authority
I.1)Name and addresses
Civic Offices, Watling Street
Contact person: Procurement Support Team
Telephone: +44 2030455300
NUTS code: UKI22Internet address(es):Main address: http://www.bexley.gov.ukAddress of the buyer profile: http://www.bexley.gov.uk
I.4)Type of the contracting authority
Section II: Object
Provision of Customer Contact and Business Services.
II.1.2)Main CPV code
II.1.3)Type of contract
Customer contact service for the Council currently provided in-house by the contact centre. This includes face-to-face, telephone, email and online contact. Business support service currently provided in-house by the centralised Business Support Service hubs. This is the core service element of the contract with a potential value of 20 600 m GBP. Optional bids are sought for Emergency out of hours service, currently provided under contract by a third party. This includes telephone and email contact. Customer contact for Revenues & Benefits, currently provided by a third party. This includes face-to-face, telephone and online contact. Additionally the contract value shown allows for additional services to be added to the core service and for the arrangement to be extended to our health and shared service partners but managed by Bexley. Only the core element of contract value shown for the potential duration of the contract is guaranteed.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
Outer London — South.
II.2.4)Description of the procurement:
The London Borough of Bexley is looking to identify a suitably experienced service provider to take over the provision of the core services of its Customer Contact and Business Support Services. Additionally we are seeking bids for 2 optional services that cover the customer facing and telephony elements of our Revenues and Benefits Customer Contact service and an emergency Out of Hours service.
The Customer Contact Centre acts as a first point of contact for resident and business enquiries and currently deals with approximately 44 000 email, 350 000 phone and 23 000 face to face enquiries each year. The Business Support functions predominately provide support to the Council’s Children’s and Adults services through a hub based service. Both of these core services are currently provided in-house whereas the optional services detailed above are provided by a third party under contract. Business Support services are currently being reviewed with the likely result that further in-house services will be added to the contract for core services over the life of the contract.
If beneficial to the further integration of services, the contract will also allow the inclusion of Customer Contact and Business Support functions of our health and shared service partners. The estimated contract value has therefore been set to show the core service, potential additions to core services, optional services and possible extension to partner organisations. Allowance in the contract value has also been made to reflect further possible integration of services with health and shared service partners which will be managed by Bexley. Only the core services element of the contract is guaranteed. A breakdown of contract values over the potential 10 years of the contract is as follows: Guaranteed award core services 20 600 m GBP, Not guaranteed Optional Services 3 030 m GBP, additional support services inclusion against core services 10 700 m GBP, health partners 30 500 m GBP and shared service partners 96 750 m GBP.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
The contract will run for a period of 5 years from 1.4.2017 to 31.3.2022 with a possible extension of up to 5 years. A potential contract length of 10 years.
II.2.9)Information about the limits on the number of candidates to be invited
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Up to 6 applicants who have demonstrated who have demonstrated through their PQQ submission that they are capable of providing the services specified and have passed the PASS/FAIL sections, will be invited to tender.
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
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:
Section VI: Complementary information
VI.1)Information about recurrence
Whilst individual services are shown these will not be available as individual Lots. The decision to divide the contract into Lots is one for the contracting authority to make and the Council has discharged its obligations under Regulation 46(2) of the Public Contracts Regulations 2015 by providing an indication of the main reasons for its decision not to subdivide the proposed contract into Lots in the PQQ documentation.
The decision to procure ‘an integrated offer’ was based on the independence of the Services and for service user convenience both from internal clients and residents. There are close working relationships between existing services which lead to economies of scale and smooth service delivery. The combined option and integrated management of these internal services has worked well and is one that is essential to preserve. The potential addition of Revenue and Benefits Customer Contact service would enhance this arrangement and provide residents with a single contact point.
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GO Reference: GO-201648-PRO-8037171.
Civic Offices, Watling Street, Kent
Telephone: +44 2030455124
Fax: +44 2082946385
VI.4.2)Body responsible for mediation procedures
Civic Offices, Watling Street
VI.4.4)Service from which information about the review procedure may be obtained
Civic Offices, Watling Street, Kent
Telephone: +44 2030455123
Fax: +44 2082946835
VI.5)Date of dispatch of this notice: