Tender for Contact Centre Software Solution

Tender for Contact Centre Software Solution

English Heritage wishes to replace existing Contact Centre software for one that complies with PCI standards. 

United Kingdom-Swindon: Contact management software development services

2018/S 050-110746

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

English Heritage
The Engine House
Swindon
United Kingdom
E-mail: procurement@english-heritage.org.uk
NUTS code: UKK14
Internet address(es):Main address: https://in-tendhost.co.uk/english-heritage
I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://in-tendhost.co.uk/english-heritage/aspx/Home
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://in-tendhost.co.uk/english-heritage/aspx/Home
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Recreation, culture and religion

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Contact Centre Software Solution

Reference number: P/REF 00000881

II.1.2)Main CPV code

72212333

II.1.3)Type of contract

Services

II.1.4)Short description:

English Heritage wishes to replace existing Contact Centre software for one that complies with PCI standards. The current solution lacks much of the functionality required to take the Contact Centre forward in line with the future requirements of the business and is very resource heavy. We need to include solutions such as; IVR payment allow the agent to capture the credit card information without ever seeing or hearing it, and DTMF tones that are suppressed entirely or converted to monotones so the agent cannot recognize them and so that they cannot be recorded. English Heritage needs to ensure that whatever solution is selected that it ensures PCI Compliance and includes required functionality and integration with a Workforce Management solution to free up resources.

II.1.5)Estimated total value

Value excluding VAT: 250 000.00 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)

II.2.3)Place of performance

NUTS code: UKK14
Main site or place of performance:

II.2.4)Description of the procurement:

Contact Centre.

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: 250 000.00 GBP

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

Start: 01/05/2018
End: 30/04/2021
This contract is subject to renewal: no

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

List and brief description of conditions:

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

Open 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: 12/04/2018
Local time: 12:00
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:

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

Date: 12/04/2018
Local time: 12:00
Place:

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:
VI.4)Procedures for review

VI.4.1)Review body

English Heritage
Swindon
United Kingdom
E-mail: Procurement@english-heritage.org.uk
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

09/03/2018

 

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