Supply Chat and Messaging Platform to Citizens Advice

Supply Chat and Messaging Platform to Citizens Advice

Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger).

United Kingdom-London: Electronic message and information services

2017/S 216-449142

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

National Association of Citizens Advice Bureaux
200 Aldersgate
London
EC1A 4HD
United Kingdom
E-mail: cita-centralprocurement@citizensadvice.org.uk
NUTS code: UKI
Internet address(es):Main address: https://www.citizensadvice.org.uk/

Address of the buyer profile: https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA37169

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/products-and-services/work-with-us/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Other type: Charity

I.5)Main activity

Other activity: charity

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Chat and Messaging Platform — Citizens Advice.

II.1.2)Main CPV code

64216000

II.1.3)Type of contract

Services

II.1.4)Short description:

Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that’s intuitive to use by local Citizens Advice volunteer advisers.

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)

64216000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that’s intuitive to use by local Citizens Advice volunteer advisers.

The chat and messaging platform would need to support a service at scale and across multiple locations. We currently handle around 100 000 contacts a year, and would expect this to scale to around 1 000 000 contacts a year within 2 years. This service is delivered by 500 active advisers each month. Due to the volunteer nature of our organisation we can have up to 3 000 adviser user accounts registered at any 1 time although not all users are active concurrently. Again, we’d expect this group to grow as we expand the service.

The platform must allow us to innovate and add in new features in the future. Having completed user research we have found that our service could benefit from features such as (but not limited to):

— Co-browsing;

— Document sharing;

— Social media integration;

— Video calling.

The service administration and operational support is carried out in 1 of our central national offices, however we currently have supervisors working in over 90 local offices who manage the advisers day to day. We need a platform which provides a dashboard to each supervisor so they can manage their own advisers. Nationally we need an administration system which allows us to control and monitor the entire service and produce accurate performance reports.

Value for money is a key selection criteria for Citizens Advice. We require a solution that will be scalable enabling us to increase the numbers of advisors and to offer this service to a greater number of clients whilst not being cost prohibitive.

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: 24
This contract is subject to renewal: yes
Description of renewals:

Further periods of 12 months up to a maximum of 24 months.

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

Envisaged minimum number: 5
Maximum number: 10
Objective criteria for choosing the limited number of candidates:

Standard Selection Questionnaire.

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

Obligation to indicate the names and professional qualifications of the staff assigned to performing 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: 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: 23/11/2017
Local time: 12:00

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

Date: 04/12/2017

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

Duration in months: 2 (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:

Expressions of interest should be sent to cita-centralprocurement@citizensadvice.org.uk You must submit a completed Standard Selection Questionnaire and 2 years of audited accounts. Documents can be found at https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/products-and-services/work-with-us/

Note: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at http://www.myTenders.org/Search/Search_Switch.aspx?ID=203730

(MT Ref: 203730).

VI.4)Procedures for review

VI.4.1)Review body

National Association of Citizens Advice Bureaux
200 Aldersgate
London
EC1A 4HD
United Kingdom
Telephone: +44 3000231355Internet address:https://www.citizensadvice.org.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:

08/11/2017

 

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