Supply Customer Service Platform

Supply Customer Service Platform

This framework is for a Customer Service Platform solution.

United Kingdom-Paisley: Customer Relation Management software package

2016/S 006-006781

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Scotland Excel
Renfrewshire House, Cotton Street
Contact point(s): Strategic Procurement
For the attention of: Zoe Brawn
PA1 1AR Paisley
UNITED KINGDOM
Telephone: +44 3003001200
E-mail: ict@scotland-excel.org.uk
Fax: +44 1416187423

Internet address(es):

General address of the contracting authority: http://www.scotland-excel.org.uk

Address of the buyer profile: http://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA10383

Further information can be obtained from: Scotland Excel
Renfrewshire House, Cotton Street
Contact point(s): Strategic Procurement
For the attention of: Zoe Brawn
PA1 1AR Paisley
UNITED KINGDOM
Telephone: +44 3003001200
Fax: +44 1416187423
Internet address: http://www.scotland-excel.org.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Scotland Excel
Renfrewshire House, Cotton Street
Contact point(s): Strategic Procurement
For the attention of: Zoe Brawn
PA1 1AR Paisley
UNITED KINGDOM
Telephone: +44 3003001200
Fax: +44 1416187423
Internet address: http://www.scotland-excel.org.uk

Tenders or requests to participate must be sent to: Scotland Excel
Renfrewshire House, Cotton Street
Contact point(s): Strategic Procurement
For the attention of: Zoe Brawn
PA1 1AR Paisley
UNITED KINGDOM
Telephone: +44 3003001200
Fax: +44 1416187423
Internet address: http://www.scotland-excel.org.uk

I.2)Type of the contracting authority

Regional or local authority

I.3)Main activity

General public services

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Aberdeen City Council

Aberdeenshire Council

Angus Council

Argyll and Bute Council

City of Edinburgh Council

Clackmannanshire Council

Comhairle nan Eilean Siar

Dumfries and Galloway Council

Dundee City Council

East Ayrshire Council

East Dunbartonshire Council

East Lothian Council

East Renfrewshire Council

Falkirk Council

Fife Council

Glasgow City Council

Highland Council

Inverclyde Council

Midlothian Council

Moray Council, The

North Ayrshire Council

North Lanarkshire Council

Orkney Islands Council

Perth and Kinross Council

Renfrewshire Council

Scottish Borders Council

Shetland Islands Council

South Ayrshire Council

South Lanarkshire Council

Stirling Council

West Dunbartonshire Council

West Lothian Council

NHS Ayrshire and Arran

NHS Borders

NHS Dumfries and Galloway

NHS Fife

NHS Forth Valley

NHS Grampian

NHS Greater Glasgow and Clyde

NHS Health Scotland

NHS Highland

NHS Lanarkshire

NHS Lothian

NHS Orkney

NHS Shetland

NHS Tayside

NHS Western Isles

The Common Services Agency for the Scottish Health Service

Tayside Contracts

Scotland Excel Associate members (list available at http://www.scotland-excel.org.uk/home/AboutUs/OurMembers/AssociateMembers.aspx)

Current and future IT outsourcing partners acting on behalf of councils

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Customer Service Platform.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Various locations throughout the geographical boundaries of the participating Councils and associate members within Scotland.

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with several operators
Number of participants to the framework agreement envisaged: 32

Duration of the framework agreement

Duration in years: 4

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT: 15 000 000 GBP

II.1.5)Short description of the contract or purchase(s)

This framework is for a Customer Service Platform solution. Potential to include software provision and licensing, integration, on-going support and maintenance and user training etc.
Note: The buyer is using PCS-Tender to carry out this procurement process. Please note this is a separate website and if you are not already
registered, registration will be required.
To access PCS-Tender, record your interest in this notice and access the tender documentation please visit

https://www.publictendersscotland.publiccontractsscotland.gov.uk and search for project Code 4969 under ITTs Open to All Suppliers. Please

use the Search/Filter function, then select Project Code from the drop-down. Please note that once you have expressed interest in the ITT it will
move to your My ITTs area.
For further information on using PCS-Tender, please read the Supplier Response Guide:

https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/supplierhelppage/PCS-TSupplierResponseGuide.pdf

If you have already registered on Public Contracts Scotland and PCS-Tender and paired your accounts you can access PCS-Tender through
your Public Contracts Scotland Control Panel.
Note: The buyer is using PCS-Tender to carry out this procurement process. Please note this is a separate website and if you are not already registered, registration will be required.

To access PCS-Tender, record your interest in this notice and access the tender documentation please visithttps://www.publictendersscotland.publiccontractsscotland.gov.uk and search for project Code 4969 under ITTs Open to All Suppliers. Please use the Search/Filter function, then select Project Code from the drop-down. Please note that once you have expressed interest in the ITT it will move to your My ITTs area.

For further information on using PCS-Tender, please read the Supplier Response Guide:https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/supplierhelppage/PCS-TSupplierResponseGuide.pdf

If you have already registered on Public Contracts Scotland and PCS-Tender and paired your accounts you can access PCS-Tender through your Public Contracts Scotland Control Panel.

II.1.6)Common procurement vocabulary (CPV)

48445000, 48000000, 72212445

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots

II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

This framework is for a Customer Service Platform solution. Potential to include software provision and licensing, integration, on-going support and maintenance and user training etc. for a period of 36 months with the option to extend subject to satisfactory performance and customer satisfaction for up to a further 12 month period.

II.2.2)Information about options

Options: yes
Description of these options: Option to extend for 12 months, subject to satisfactory performance.
Provisional timetable for recourse to these options:
in months: 36 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Information about lots

Lot No: 1 Lot title: Hosted Solution

1)Short description

Hosted Solution is to have the provision of data stored by the service provider, who owns and oversees infrastructure, software and administrative tasks and makes the system available to clients, usually over the Internet.
i.e. The tenderer provides and hosts the solution on infrastructure not owned by the council.

2)Common procurement vocabulary (CPV)

48000000, 72212445, 48445000

3)Quantity or scope

Hosted Solution is to have the provision of data stored by the service provider, who owns and oversees infrastructure, software and administrative tasks and makes the system available to clients, usually over the Internet.
i.e. The tenderer provides and hosts the solution on infrastructure not owned by the council.
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots

Lot No: 2 Lot title: On-Premises Solution

1)Short description

On-premises solution is software installed to run on computers, servers, storage devices and any other Council infrastructure, on the premises ,in council buildings and data centres.
i.e. The tenderer provides the solution on Council premises hosted on Council infrastructure.

2)Common procurement vocabulary (CPV)

48000000, 72212445, 48445000

3)Quantity or scope

On-premises solution is software installed to run on computers, servers, storage devices and any other Council infrastructure, on the premises ,in council buildings and data centres.
i.e. The tenderer provides the solution on Council premises hosted on Council infrastructure.
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to produce a certificate or declaration demonstrating that they are not bankrupt or the subject of an administration order, are not being wound-up, have not granted a trust deed, are not the subject of a petition presented for sequestration of their estate, have not had a receiver, manager or administrator appointed and are not otherwise apparently insolvent.
(2) All candidates will be required to produce a certificate or declaration demonstrating that the candidate, their directors, or any other person who has powers of representation, decision or control of the candidate has not been convicted of conspiracy, corruption, bribery, or money laundering. Failure to provide such a declaration will result in the candidate being declared ineligible and they will not be selected to participate in this procurement process.
(3) All candidates will be required to produce a certificate or declaration demonstrating that they have not been convicted of a criminal offence relating to the conduct of their business or profession.
(4) All candidates will be required to produce a certificate or declaration demonstrating that they have not committed an act of grave misconduct in the course of their business or profession.
(5) All candidates must comply with the requirements of the State in which they are established, regarding registration on the professional or trade register.
(6) Any candidate found to be guilty of serious misrepresentation in providing any information required, may be declared ineligible and not selected to continue with this procurement process.
(7) All candidates will have to demonstrate that they are licensed, or a member of the relevant organisation, in the State where they are established, when the law of that State prohibits the provision of the services, described in this notice, by a person who is not so licensed or who is not a member of the relevant organisation.
(8) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of social security contributions under the law of any part of the United Kingdom or of the relevant State in which the candidate is established
(9) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of taxes under the law of any part of the United Kingdom or of the relevant State in which the economic operator is established.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to provide evidence of relevant professional risk indemnity insurance.
(2) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
(1) All candidates will be required to provide certification from an independent body attesting conformity to environmental management standards in accordance with the Community Eco-Management and Audit Scheme (EMAS); or the European standard BS EN ISO 14001.
(2) All candidates will be required to provide certification drawn up by an independent body attesting the compliance of the economic operator with quality assurance standards based on the relevant European standards.
(3) Certificates drawn up by official quality control institutes or agencies of recognised competence attesting the conformity of products clearly identified by references to specifications or standards.
(4) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measures.
(5) A statement of the candidate’s technical facilities; measures for ensuring quality; and their study and research facilities.
(6) An indication of the proportion of the contract which the services provider intends possibly to subcontract.
(7) A statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contract.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated below

1. Technical. Weighting 60

2. Commercial. Weighting 40

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

04-15
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

IV.3.4)Time limit for receipt of tenders or requests to participate

16.2.2016 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender

IV.3.8)Conditions for opening of tenders

Date: 16.2.2016 – 12:00

Place:

Scotland-Excel Offices

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds

VI.3)Additional information

Please note that this Notice is related to the Prior Information Notice published by Scotland Excel on the 20th May 2015 titled ‘Customer Service ICT Solutions’.

Scotland Excel intends to use an electronic tendering system in this procurement exercise. Please register using the link:-www.publictendersscotland.publiccontractsscotland.gov.uk to download the tender documentation.

Bravo Ref. project 4969 SXL — Customer Service Platform.
Please note that Community Benefits will apply to this tender.

It is the intention of Scotland Excel to provide an open tenderer information session to explain the usage of the tendering system on Friday the 15th of January. If you would like to attend this session, please register your interest by emailing ict@scotland-excel.org.uk

Further information on the date and time will be provided to those who register interest. Please note that questions regarding the content of the tender cannot be answered at this session and must be submitted through the tendering system. The session will only relate to operation of the electronic tendering system.
(SC Ref:425722).

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: An economic operator that suffers, or risks suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2012 (Scottish SI 2012/88) (as amended) may bring proceedings in the Sheriff Court or the Court of Session.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

7.1.2016

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