British Council Information Contact Centre Outsourcing Pakistan

British Council Information Contact Centre Outsourcing Pakistan

British Councils Pakistan senior management team (PSMT) has decided to move with the Outsourcing of British Council information centre for improving the overall customer cycle.

UK-London: telecommunications services

2012/S 95-157602

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

British Council
10 Spring Gardens
Contact point(s): Brian D’Mello, Abdul Manan
For the attention of: Brian D’Mello
SW1A 2BN London
UNITED KINGDOM
Telephone: +44 2073894646
E-mail: brian.dmello@britishcouncil.org
Fax: +44 2073894115

Internet address(es):

General address of the contracting authority: www.britishcouncil.org

Address of the buyer profile: https://in-tendhost.co.uk/britishcouncil

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
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:

BCIC outsourcing – Pakistan.
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: Pakistan.
NUTS code
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)

British Council has a national Contact centre (British CounciL INFORMation centre BCIC) based in Karachi which manages telephone queries within Pakistan. It also receives significant volume of emails across the South Asia region. Current feedback and mystery shopping reports suggest that there is an inconsistent trend in our performance, process and skill set at BCIC.
British Councils Pakistan senior management team (PSMT) has decided to move with the Outsourcing of British Council information centre for improving the overall customer cycle.
II.1.6)Common procurement vocabulary (CPV)

64200000

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:
II.2.2)Information about options
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)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:

No special legal form is required but each supplier will be required to become jointly and severably responsible for the contract before acceptance.
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: Contractors will be required to register with https://in-tendhost.co.uk/britishcouncil to take part in the tender process.

Once registered, contractors must reenter the site, go to their tenders and download the relevant pre-qualification questionnaire, complete it and upload it. Instructions can be downloaded from https://in-tendhost.co.uk/britishcouncil.

Means of proof required. These conditions are outlined in the pre-qualification questionnaire. All completed pre-qualification questionnaires should be submitted to the relevant section on https://in-tendhost.co.uk/britishcouncil.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Means of proof required. These conditions are outlined in the pre-qualification questionnaire. All completed pre-qualification questionnaires should be submitted to the relevant section on https://in-tendhost.co.uk/britishcouncil.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Means of proof required. These conditions are outlined in the pre-qualification questionnaire. All completed pre-qualification questionnaires should be submitted to the relevant section on https://in-tendhost.co.uk/britishcouncil.

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

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
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:

PK-BCIC 2012
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

20.6.2012
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
IV.3.8)Conditions for opening tenders

Section VI: Complementary information

VI.1)Information about recurrence
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
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:16.5.2012