Tender for National Helpline and Commercial Property Helpdesk

Tender for National Helpline and Commercial Property Helpdesk

Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.

United Kingdom-London: Call centre

2017/S 174-357206

Contract notice – utilities

Services

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Network Rail Infrastructure Ltd
1 Eversholt Street
London
NW1 2DN
United Kingdom
Contact person: Tracy Ambris-Okubanjo
E-mail: tracy.ambris@networkrail.co.uk
NUTS code: UK
Internet address(es):Main address: www.networkrail.co.uk

Address of the buyer profile: http://networkrail.bravosolution.co.uk/web/login.html

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://networkrail.bravosolution.co.uk/esop/guest/go/opportunity/detail?opportunityId=30298
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://networkrail.bravosolution.co.uk
Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity

Railway services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

National Helpline and Commercial Property Helpdesk.

Reference number: 2801

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.

The service is 24/7, 365 days a year and covers telephony, live chat, email and letter processing and the management of the @networkrail Twitter feed.

II.1.5)Estimated total value

Value excluding VAT: 4 900 000.00 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)

64220000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.

The service is 24/7, 365 days a year and covers telephony, live chat, email and letter processing and the management of the @networkrail Twitter feed.

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

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

Duration in months: 84
This contract is subject to renewal: no

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

Maximum number: 5
Objective criteria for choosing the limited number of candidates:

As stated in the Instructions to Participants.

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:

As indicated in the procurement documents.

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.1.4)Objective rules and criteria for participation

List and brief description of rules and criteria:

As indicated in the procurement documents.

III.1.5)Information about reserved contracts

III.1.6)Deposits and guarantees required:

As indicated in the procurement documents.

III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As indicated in the procurement documents.

III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

As indicated in the procurement documents.

III.2)Conditions related to the contract
III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

As indicated in the procurement documents.

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

Negotiated procedure with prior call for competition
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

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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: no
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2017/S 037-067483

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 28/09/2017
Local time: 09:30

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

Date: 10/10/2017

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
Estimated timing for further notices to be published:

72 months.

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:

As this requirement will involve the handling of sensitive data, Network Rail will require all potential bidders to demonstrate they have suitable protection against common cyber attacks. This can be demonstrated through certification by the governments Cyber Essentials programme if you do not already hold ISO27001.

You can find out more information about obtaining this certification at:

https://www.gov.uk/government/publications/cyber-essentials-scheme-overview

VI.4)Procedures for review

VI.4.1)Review body

The High Court
London
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Precise information on deadline(s) for review procedures: Network Rail will incorporate a 10 calendar day standstill period after notification to unsuccessful bidders and until such point will not enter into a contract for this requirement. Bidders considering lodging an appeal must do so within this timescale in order to allow Network Rail to consider such an appeal. Successful appeals after the conclusion of contract award can only be dealt with through the processes available as described above.

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

Network Rail Infrastructure Ltd
1 Eversholt Street
London
United Kingdom

VI.5)Date of dispatch of this notice:

07/09/2017

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