Supply Corporate Contact Centre

Supply Corporate Contact Centre

Kingston upon Hull City Council is seeking a provider to supply a corporate contact facility.

United Kingdom-Hull: Call centre

2016/S 090-160060

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Kingston upon Hull City Council
Corporate Procurement, Room 154, 3rd Floor, The Guildhall, Alfred Gelder Street
Hull
HU1 2AA
UNITED KINGDOM
E-mail: andrea.tether@hullcc.gov.uk
NUTS code: UKE11

Internet address(es):Main address: http://www.hullcc.gov.uk

Address of the buyer profile: https://www.yortender.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://www.yortender.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://www.yortender.co.uk
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 a Corporate Contact Centre.

Reference number: A855 – NW0Y8Q

II.1.2)Main CPV code

79512000 – DA27

II.1.3)Type of contract

Services

II.1.4)Short description:

Kingston upon Hull City Council is seeking a provider to supply a corporate contact facility. The Corporate Contact centre facility is the primary contact point for customers of Hull City Council, providing information and taking requests for services via a number of channels, live calls, automated calls, emails and social media, for a wide range of Council services.

II.1.5)Estimated total value

Value excluding VAT: 12 000 000.00 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)

79500000
79510000
79511000

II.2.3)Place of performance

NUTS code: UKE11

II.2.4)Description of the procurement:

Kingston upon Hull City Council is seeking a provider to supply a corporate contact facility. The Corporate Contact centre facility is the primary contact point for customers of Hull City Council, providing information and taking requests for services via a number of channels, live calls, automated calls, emails and social media, for a wide range of Council services.

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: 12 000 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

The contract does have an option to extend for a further 12 months subject to satisfactory performance.

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

Envisaged minimum number: 3
Maximum number: 4
Objective criteria for choosing the limited number of candidates:

The 3 or 4 highest scoring bidders will go through to the tender stage. The authority will decide to take forward either 3 or 4 bidders depending on the PQQ scores. If there are 3 clear highest scoring bidders then the authority will invite those 3 suppliers to tender. If the 4th highest scoring bidder is within 2 marks of the score of the 3rd highest bidder, then the 4th highest bidder will also be invited to tender. There will be a threshold score of 3 for all questions within the PQQ and ITT documentation.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

The contract will have the option to extend for a further 12 months subject to satisfactory performance of the contracted provider.

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

The contract can also be accessed by the following organisations:

Humber NHS Foundation Trust, Hull and East Riding Hospitals NHS Trust, Humberside Fire and Rescue, Humberside Police, NHS Clinical Commissioning Group, Yorkshire Ambulance Service, City Healthcare Partnership CIC, Hull Culture and Leisure Limited, Hull UK City of Culture 2017 Limited, Kingstown Works Limited.

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

List and brief description of conditions:

N/A.

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:

As stated within the tender documentation and the Terms and Conditions of contract.

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

Competitive procedure with negotiation

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement
Framework agreement with a single operator

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.1.5)Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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: 15/06/2016
Local time: 17:00

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

Date: 22/06/2016

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

Duration in months: 6 (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: 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:

The contract can also be accessed by the following organisations:

Humber NHS Foundation Trust, Hull and East Riding Hospitals NHS Trust, Humberside Fire and Rescue, Humberside Police, NHS Clinical Commissioning Group, Yorkshire Ambulance Service, City Healthcare Partnership CIC, Hull Culture and Leisure Limited, Hull UK City of Culture 2017 Limited, Kingstown Works Limited.

VI.4)Procedures for review

VI.4.1)Review body

The Town Clerk
The Guildhall, Alfred Gelder Street
Hull
HU1 2AA
UNITED KINGDOM
Telephone: +44 1482300300

VI.4.2)Body responsible for mediation procedures

As above
Hull
HU1 2AA
UNITED KINGDOM

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Hull City Council will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. The notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for the unsuccessful tenderers to challenge the award decision before the contract is entered into.

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

As above
Hull
HU1 2AA
UNITED KINGDOM

VI.5)Date of dispatch of this notice:

09/05/2016

 

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