Tender for Customer Service Centre Out of Hours Provision

Tender for Customer Service Centre Out of Hours Provision

Lot 1. Telecare Monitoring Service – Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers.

UK-Coventry: call centre

2012/S 234-385349

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Orbit Housing
Procurement Team, Garden Court, Harry Weston Road
Contact point(s): Mr Peter Mottershead
For the attention of: Mr Peter Mottershead
CV3 2SU Coventry
UNITED KINGDOM
Telephone: +44 2476437052
E-mail: peter.mottershead@orbit.org.uk

Internet address(es):

General address of the contracting authority: www.orbit.org.uk

Address of the buyer profile: www.housingprocurement.com

Further information can be obtained from: Orbit Group
All information is available by registering on www.housingprocurement.com and downloading all the documents. Difficulties or queries with the website should be addressed in the first instance to Adam Mottershead Tel +44 2476438393

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Orbit Group
All documents are available to download from www.housingprocurement.com providers will need to register on the web site (free) and express an interest. An email will then provide a link to the information.

Tenders or requests to participate must be sent to: Orbit Group
All requests to participate must be lodged via the e-tendering system at www.housingprocurement.com. Prospective providers must register on website and then express an interest in the project. An email will automatically follow detailing how to access to all documents

I.2)Type of the contracting authority
Body governed by public law
I.3)Main activity
Housing and community amenities
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Customer Service Centre Out of Hours Provision, Orbit Response Unit including Provision of Telecare, Telehealth and Lone Working Devices.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 27: Other services
Main site or location of works, place of delivery or of performance: The main place of performance will be Orbit Group Limited Procurement Team, Garden Court, Harry Weston Road, Binley Business Park Coventry CV3 2SU.
NUTS code UKG33
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)
Orbit Group is a Registered Provider of Social Housing and is seeking suitable experienced and qualified providers to provide the following services.
Lot 1. Telecare Monitoring Service – Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers. The service covers Warden Calls, Dispersed Alarms and Lone Worker Services on a 24 hour, 7 day a week, 365 days a year basis. Potential providers must be accredited by the TSA (Telecare Services Association) and experienced in delivering Telecare and Telehealth support to the elderly and vulnerable client groups.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 2. Out of Hours Telephone Customer Service Centre Provision – Orbit Group’s Customer Contact Centre (CSC) is looking to outsource elements of their out of hour’s delivery and the overflow calls at peak times during normal working hours. The Out of Hour’s element is between 23:00 to 7:00 hours Monday to Sunday. The overflow element from the CSC would be at specific times e.g. Monday morning 9:15 to 10:15 hours and also at ad-hoc peak times in order to maintain Orbit service level.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 3. Lone Worker Devices. Orbit Group looking for devices to protect the organisations lone workers who are exposed to a high risk environments. The devices must be discreet, ideally encompassed in a identification badge holder design or similar, with one and two way microphones and location sensors.
Draft specifications of the services required can be download by expressing an interest in the project via website www.housingprocurement.com.

Please Note.
There is a Supplier Briefing Scheduled at Orbit Group Ltd Garden Court, Harry Weston Road, Binley Business Park Coventry CV3 2SU on Thursday 13.12.2012 from 11:00 – 13:00 Hours. To attend this briefing please emails Ashley Thornton at ashley.thornton@orbit.org.uk. If you are unable to attend this briefing please be advised that a copy of the presentation and subsequent Q&A’s will be published on website www.housingprocurement.com.

II.1.6)Common procurement vocabulary (CPV)

79512000, 79711000, 33195000, 85144000, 79511000, 35121000

II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): no
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: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
Lot 1. Telecare Monitoring Service – Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers. The service covers Warden Calls, Dispersed Alarms and Lone Worker Services on a 24 hour, 7 day a week, 365 days a year basis. Potential providers must be accredited by the TSA (Telecare Services Association) and experienced in delivering Telecare and Telehealth support to the elderly and vulnerable client groups.
Connection Types.
Community alarm monitoring 4588.
Fire alarm monitoring 2.
Lift monitoring 37.
Lone Worker 343.
Dispersed alarm – monitoring 903.
Communal Connections 105.
Estimated spend between 100 000 GBP to 200 000 GBP.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 2. Out of Hours Telephone Customer Service Centre Provision – Orbit Group’s Customer Contact Centre (CSC) is looking to outsource elements of their out of hour’s delivery and the overflow calls at peak times during normal working hours. The Out of Hour’s element is between 23:00 to 7:00 hours Monday to Sunday. The overflow element from the CSC would be at specific times e.g. Monday morning 9:15 to 10:15 hours and also at ad-hoc peak times in order to maintain Orbit service level. The potential provider must be compliant with Payment Card Industry (PCI) standards.
Estimated Call volumes circa 34 400 per annum.
Time Period 23:00 – 7:00 (Sunday – Monday) 31 000.
Monday morning cover 9:15 – 10:15 Hours 1 000.
Monthly meetings cover 2 400.
The Average Handling Time for the calls is forecast at 310 seconds.
Estimated spend between 80 000 GBP to 100 000 GBP per annum.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 3. Lone Worker Devices. Orbit Group looking for devices to protect the organisations lone workers who are exposed to high risk environments. The devices must be discreet, ideally encompassed in an identification badge holder design or similar, with one and two way microphones and location sensors.
Estimated value excluding VAT:
Range: between 1 960 000 and 3 500 000 GBP
II.2.2)Information about options
Options: yes
Description of these options: Option will include a unilateral and discretionary option for Orbit Group to extend the initial 5 year term of the contract for a period of 24 months.
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion
Duration in months: 84 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Telecare Monitoring Service

1)Short description
Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers. The service covers Warden Calls, Dispersed Alarms and Lone Worker Services on a 24 hour, 7 day a week, 365 days a year basis. Potential providers must be accredited by the TSA (Telecare Services Association) and experienced in delivering Telecare and Telehealth support to the elderly and vulnerable client groups.
Connection Types.
Community alarm monitoring 4588.
Fire alarm monitoring 2.
Lift monitoring 37.
Lone Worker 343.
Dispersed alarm – monitoring 903.
Communal Connections 105.
Estimated spend between 100 000 GBP to 200 000 GBP.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
2)Common procurement vocabulary (CPV)

79512000, 79711000, 33195000, 85144000, 79511000, 35121000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 2 Lot title: Out of Hours Telephone Customer Service Centre Provision
1)Short description
Orbit Group’s Customer Contact Centre (CSC) is looking to outsource elements of their out of hour’s delivery and the overflow calls at peak times during normal working hours. The Out of Hour’s element is between 23:00 to 7:00 hours Monday to Sunday. The overflow element from the CSC would be at specific times e.g. Monday morning 9:15 to 10:15 hours and also at ad-hoc peak times in order to maintain Orbit service level. The potential provider must be compliant with Payment Card Industry (PCI) standards.
Estimated Call volumes circa 34 400 per annum.
Time Period 23:00 – 7:00 (Sunday – Monday) 31 000.
Monday morning cover 09.15 – 10:15 Hours 1 000.
Monthly meetings cover 2 400.
The Average Handling Time for the calls is forecast at 310 seconds.
Estimated spend between 80 000 GBP to 100 000 GBP per annum.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
2)Common procurement vocabulary (CPV)

79512000, 79711000, 33195000, 85144000, 79511000, 35121000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 3 Lot title: Lone Worker Devices
1)Short description
Orbit Group looking for devices to protect the organisations lone workers who are exposed to high risk environments. The devices must be discreet, ideally encompassed in an identification badge holder design or similar, with one and two way microphones and location sensors.
Approx 180 colleagues in high risk category requiring Lone Working devices to this level.
Estimated spend between 80 000 GBP to 100 000 GBP per annum.
2)Common procurement vocabulary (CPV)

79512000, 79711000, 33195000, 85144000, 79511000, 35121000

3)Quantity or scope
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:
The deposits, guarantees or bonds required by Orbit Group will be set out in the contract documents.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
The terms concerning finance and payment will be set out in the contract documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Joint and several liability.
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: Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.

III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: no
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
Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged number of operators: 15
Objective criteria for choosing the limited number of candidates: Selection and evaluation criteria is set out in the pre-qualification questionnaire which is available to download by expressing an interest in the project on the website www.housingprocurement.com.
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 in the specifications, in the invitation to tender or to negotiate or in the descriptive document
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:
PP352
IV.3.2)Previous publication(s) concerning the same contract
no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
10.1.2013 – 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
Duration in months: 3 (from the date stated for receipt of tender)
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
Orbit Group reserves the right not to award any agreement or to award any individual services pursuant to an agreement. Applicants should therefore note submission to Orbit Group does not guarantee any level /amount of work. Orbit Group will not in any circumstances, reimburse any expense incurred by the applicants in preparing their pre-qualification or tender submission.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:30.11.2012

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