Unified Communications and Contact Centre Solution Tender

Unified Communications and Contact Centre Solution Tender

Hexagon is seeking to procure a new telephony (Unified Communications) and multimedia Contact Centre platform to replace its existing Nortel systems. The Contract also requires the Supplier to upgrade LAN switches and implement SIP Trunks as required by the Unified Communications and Contact Centre Solution.

United Kingdom-London: Call centre

2014/S 141-253149

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Hexagon Housing Association
130-136 Sydenham Road, Sydenham
For the attention of: Phil Riley
SE26 5JY London
UNITED KINGDOM
E-mail: web.registration@hexagon-phone-tender.co.uk
Fax: +44 5600656882

Internet address(es):

General address of the contracting authority: http://www.hexagon.org.uk

Electronic access to information: http://www.hexagon-phone-tender.co.uk

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

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:

Unified communications and contact centre solution.

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

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: Sydenham London.

NUTS code UKI22

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)

Hexagon is seeking to procure a new telephony (Unified Communications) and multimedia Contact Centre platform to replace its existing Nortel systems. The Contract also requires the Supplier to upgrade LAN switches and implement SIP Trunks as required by the Unified Communications and Contact Centre Solution.
The Solution shall provide the following the high-level functionality:
Multimedia Contact Centre infrastructure:
— Initially this shall be implemented for telephony and e-mail channels.
— In the short to medium term the capability to add other access channels shall be provided; these shall include SMS text messaging, web-chat, social media (in particular Facebook and Twitter) and the cost of providing these modules shall be included in the tender submission and will be evaluated.
— In the medium to long term it should be possible to add further emerging contact channels at incremental cost.
Contact Centre integration with the Civica Contact Manager CRM System.
Integration with the Red Box voice recording system currently being implemented including necessary functionality to allow compliance with PCI/DSS for card payments taken through communications channels connected to the Solution
Desktop telephony which may be developed to support Unified Communications services which include presence, instant messaging, desktop collaboration tools and audio/video conferencing.
Replacement LAN switches to support an IP Telephony solution.
Options which may be deployed in the future for remote/agile working for desktop and customer services staff.

II.1.6)Common procurement vocabulary (CPV)

795120003254500032429000

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: no

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:

Hexagon wish to contract with a Prime Contractor to deliver all services and support for a minimum term of 5 years.
Estimated value excluding VAT:
Range: between 150 000 and 190 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: Support Contract may be renewed annual after year 5 at the sole discretion of Hexagon; each renewal shall be 1 year duration up to a maximum of 5 renewal.

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: Range: between 1 and 5

II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

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
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: The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.
Candidates will be required to answer questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists. Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.
Instructions will be given with the pre-qualification questionnaire (PQQ).

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance.
Minimum level(s) of standards possibly required: Details will be given in the pre-qualification questionnaire.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Details of relevant policies and of similar contracts and experience.
Minimum level(s) of standards possibly required:
Details will be given in the pre-qualification questionnaire.
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

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

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 minimum number 5: and maximum number 8
Objective criteria for choosing the limited number of candidates: Those who meet the minimum requirements of the PQQ and then achieve the highest scores as defined in the PQQ documentation.
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:

HEXUCCC

IV.3.2)Previous publication(s) concerning the same contract

no

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 21.8.2014

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

28.8.2014 – 12:00

IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

12.9.2014

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

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: Between 2019 and 2024.

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
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: The Authority (Hexagon Housing Association) will incorporate a minimum 10 calendar day ‘standstill’ period at the point information on the award of the contract is communicated to tenderers. Applicants who are unsuccessful shall be informed by the Authority as soon as possible after the decision has been made as to the reasons why the Applicant was unsuccessful. Applicants will have 2 working days to request additional debriefing from the contact point in i.1. If an appeal regarding the award of the contract is made and is not successfully resolved, The Public Contracts Regulations 2006 (SI 2006 No. 5) provide for aggrieved parties who have been harmed or are at risk of harm by breach of the rules to take legal action. Any such action must be brought within the applicable limitation period. Where a contract has not been entered into, the Court may order the setting aside of the award decision or order the authority to amend any document and may award damages. If the contract has been entered into the Court may, depending on the circumstances, award damages, make a declaration of ineffectiveness, order the Authority to pay a fine, and/or order that the duration of the contract be shortened. The purpose of the standstill period referred to above is to allow the parties to apply to the Courts to set aside the award decision before the contract is entered into. These rights set out in Part 9 of the Public Contracts Regulations 2006 and as amended in 2009 Remedies Directive and further amended in 2011.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

21.7.2014

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