Tender for Internally Hosted Contact Centre Telephony
Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution.
United Kingdom-Matlock: Software package and information systems
2017/S 027-048528
Contract notice
Supplies
Directive 2004/18/EC
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Derbyshire County Council
County Hall
For the attention of: Shane Linthwaite
DE4 3AG Matlock
United Kingdom
E-mail: shane.linthwaite@derbyshire.gov.uk
Internet address(es):
General address of the contracting authority: www.derbyshire.gov.uk
Address of the buyer profile: www.sourcederbyshire.co.uk
Electronic access to information: https://www.eastmidstenders.org/
Electronic submission of tenders and requests to participate: https://www.eastmidstenders.org/
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.3)Main activity
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Purchase
NUTS code UKF
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
The Solution should be implemented and live (Go-Live) by December 2017 at the latest.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, Social Media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes.
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365.
The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and Government bodies who will not have access to the Solution themselves.
II.1.6)Common procurement vocabulary (CPV)
48000000, 48333000, 48500000, 72000000
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.8)Lots
II.1.9)Information about variants
II.2.1)Total quantity or scope:
Range: between 400 000 and 520 000 GBP
II.2.2)Information about options
Description of these options: The initial contract term will be for 5 years from Go-Live, with options to extend on an annual basis for up to 3 further years to take the contract term up to a maximum of 8 years.
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.1.4)Other particular conditions
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: Information and formalities necessary for evaluating if the requirements are met: As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
Minimum level(s) of standards possibly required: As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
Minimum level(s) of standards possibly required:
As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged number of operators: 5
Objective criteria for choosing the limited number of candidates: As described in the tender documents which are available to download for completion by interested organisations who register on the Council’s electronic tendering system at www.eastmidstenders.org.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2.1)Award criteria
IV.2.2)Information about electronic auction
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
Other previous publications
Notice number in the OJEU: 2017/S 014-022349 of 20.1.2017
Notice number in the OJEU: 2016/S 209-379266 of 28.10.2016
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
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.8)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.5)Date of dispatch of this notice:
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