Provide Customer Contact Service to London Borough of Bexley

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

2016/S 072-125121

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London Borough of Bexley
Civic Offices, Watling Street
Bexleyheath
DA6 7AT
UNITED KINGDOM
Contact person: Procurement Support Team
Telephone: +44 2030455300
E-mail: procurement@bexley.gov.uk
NUTS code: UKI22Internet address(es):Main address: http://www.bexley.gov.ukAddress of the buyer profile: http://www.bexley.gov.uk
I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: http://www.londontenders.org
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: http://www.londontenders.org
Tenders or requests to participate must be submitted to the abovementioned address

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:

Provision of Customer Contact and Business Services.

Reference number: 4610

II.1.2)Main CPV code

79000000

II.1.3)Type of contract

Services

II.1.4)Short description:

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

Value excluding VAT: 161 580 000.00 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)

79992000
79994000
79996000
75112000
79510000
79512000
79550000
79560000

II.2.3)Place of performance

NUTS code: UKI22
Main site or 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.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 161 580 000.00 GBP

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

Duration in months: 120
This contract is subject to renewal: yes
Description of renewals:

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

Envisaged minimum number: 2
Maximum number: 6

II.2.10)Information about variants

Variants will be accepted: yes

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

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)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: 09/05/2016
Local time: 12:00

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

Date: 10/06/2016

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
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published:

5-10 years.

VI.2)Information about electronic workflows

VI.3)Additional information:

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.

To view this notice, please click here:

https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=197995353

GO Reference: GO-201648-PRO-8037171.

VI.4)Procedures for review

VI.4.1)Review body

London Borough Of Bexley
Civic Offices, Watling Street, Kent
Bexleyheath
DA6 7AT
UNITED KINGDOM
Telephone: +44 2030455124
Fax: +44 2082946385

VI.4.2)Body responsible for mediation procedures

London Borough of Bexley
Civic Offices, Watling Street
Bexleyheath
DA6 7AT
UNITED KINGDOM
E-mail: PROCUREMENT@BEXLEY.GOV.UK
VI.4.3)Review procedure

VI.4.4)Service from which information about the review procedure may be obtained

London Borough of Bexley
Civic Offices, Watling Street, Kent
Bexleyheath
DA6 7LB
UNITED KINGDOM
Telephone: +44 2030455123
E-mail: PROCUREMENT@BEXLEY.GOV.UK
Fax: +44 2082946835

VI.5)Date of dispatch of this notice:

08/04/2016

 

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