Business Support Helpline Tender – London
The Department of Business, Energy and Industrial Strategy is seeking to procure government business support services for primarily Small to Medium sized Enterprises in England.
United Kingdom-London: Helpdesk and support services
Section I: Contracting authority
I.1)Name and addresses
1 Victoria Street
Contact person: Patrick McLaughlin
NUTS code: UKI
I.2)Information about joint procurement
UK Shared Business Services, Polaris House, North Star Avenue
Contact person: Patrick McLaughlin
NUTS code: UKIInternet address(es):Main address: https://gpsesourcing.cabinetoffice.gov.uk/emptoris
Address of the buyer profile: WWW.UKSBS.CO.UK
I.4)Type of the contracting authority
Section II: Object
UKSBS PR18079 Business Support Helpline
II.1.2)Main CPV code
II.1.3)Type of contract
The Contracting Authority is seeking to procure government business support services for primarily Small to Medium sized Enterprises in England, namely:
(a) a business support helpline through which businesses can receive bespoke advice (via telephone and digital channels such as webchat and social media, but not face-to-face support). This includes:
(i) a light touch response to routine enquiries with a simple diagnostic followed by provision of information, and sign-posting of callers to relevant sources of help; and
(ii) a deeper level of diagnosis and advice for complex queries;
(b) a database (‘Knowledge Bank’) of business support schemes and advice in England to support service delivery, and service delivery by partners, and content for online business support tools;
(c) an emergency response plan to increase capacity at short notice to provide an emergency response service (for example in the run up to EU exit). This must be flexible with option to scale up within 24 hrs.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
Location is flexible within the United Kingdom.
The service must be available to businesses and entrepreneurs in England.
II.2.4)Description of the procurement:
The Secretary of State for Business, Energy and Industrial Strategy is seeking to procure government business support services for primarily Small to Medium sized Enterprises (SMEs) in England. Namely, A Business Support Helpline; a database (‘Knowledge Bank’) of business support schemes and advice in England; emergency response service capability.
The Authority holds a contract covering delivery of the proposed services. It is envisaged that all the existing services will migrate to the new contract.
The business support helpline forms a key part of the government’s offer to SMEs, providing trusted information and sign-posting businesses to relevant sources of support. The aim is to help businesses to start, grow and thrive. It provides a channel for government to communicate with business, for example in the run up to EU exit. It also offers emergency response capacity, enabling government to disseminate information.
The service must be designed with flexibility to accommodate any changes required to reflect changes in policy and business support provision. The service must be able to flex capacity responsively in order to meet peaks in demand.
The service must be available and relevant to all businesses and entrepreneurs in England, including pre-start, start-up and existing businesses.
The service must provide capacity to meet at least 50 000 inbound contacts and at least 10 000 outbound in-depth business support appointments per annum. The Authority will be looking to increase annual contact rates above 2018 rates, including by maximising the provision of Tier 2 calls. 2018 rates were:
(a) c. 31 500 in-bound contacts across all channels:
— c. 25 000 phone calls (average 10 mins including wrap),
— c. 4 000 webchats,
— c. 2 500 emails;
(b) c. 12 000 out-bound calls (up to 55 mins including research, follow-up and wrap).
(c) just under 9 000 Facebook likes and 81 000 Twitter followers with a potential reach of 69 000 people per week.
The service must maintain:
— the Knowledge Bank, currently over 1 667 factsheets and 850 contacts, keeping the information accurate and up-to-date,
— the content of the business support finder tool (and any future iterations) on GOV.UK.
Contract award is anticipated to occur in early December 2019. There will be a 3-month mobilisation period prior to the supplier commencing full service delivery. The services must be fully operational by 31.3.2020. The initial Contract term is 27 months commencing 1.1.2020 (including 3 month mobilisation period). The contract will be subject to a three-month notice period at any time. The estimated total contract value is anticipated to be up to 8 350 000 GBP. The contract value for mobilisation period and the 2-year contract (up to 2 000 000 GBP per annum excluding mobilisation costs) is estimated at 4 350 000 GBP. There will be an option to extend the contract for up to 2 further years to 2024 on an annual basis (up to 2 000 00 GBP per annum). For the avoidance of doubt, the optional contract extension of up to a further 2 years will be subject to additional spend approval. There will also be an option to increase the contract value proportionately in line with demand as set out in the review clause within the contract documents, in the event of significant unanticipated additional demand resulting for example from economic shocks or changes in relationships with our international trading partners. Mobilisation costs incurred between 1.1.2020 and 31.3.2020 will be reimbursed separately and in addition to the annual contract value stated above, up to a limit of 350 000 GBP.
The Authority will look to work with the supplier on developing new business support services and channels. We anticipate that this is likely to focus on digital and knowledge services. Providing that the requirements detailed in the service specification are fully met, the detail of the operations of the services are a matter for the supplier tasked to achieve specific outputs and outcomes.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
There will be an option to extend the contract on an annual basis for up to 2 further years to 2024, subject to financial authority. For the avoidance of doubt, the additional options (contract extension for up to a further 2 years) will be subject to additional spend approvals.
II.2.9)Information about the limits on the number of candidates to be invited
During the selection stage, the intention is to arrive at a short list of 5 qualified bidders who will be considered for award stage evaluation. The Contracting Authority at its discretion may only take forward sufficient Bidders as the intended maximum stated above. In those circumstances only the maximum number of qualified bidders responses at award stage will be considered. To achieve this stated number of qualified bidders, the selection questionnaires will be ranked.
There is a minimum threshold of not less than 60 % out of the total possible points that must be reached. Any bidders who are evaluated and who do not reach this minimum hurdle will be treated as ineligible for the contract and will not proceed to award stage. After the application of the above hurdle, in the event that there are more than the maximum stated number of qualified bidders, the selection questionnaires will be ranked according to their total score. UK SBS also reserve the right to take fewer than the intended minimum number of Bidders through to the award stage in the event that fewer than 5 bidders reach the minimum pass mark.In the event of a tie for fifth place, all candidates in fifth place will be selected to receive the RFQ. For the avoidance of doubt, a tie for 5th place will be deemed to have occurred where 2 or more candidates have identical scores taken to 2 decimal points.
II.2.10)Information about variants
II.2.11)Information about options
There will be an option to extend the contract on an annual basis for up to 2 further years to 2024, subject to financial authority. The option (contract extension for up to a further 2 years) will be subject to additional spend approvals.
II.2.12)Information about electronic catalogues
II.2.13)Information about European Union funds
Services covered by this procurement have not been subdivided into lots, as this is an individual requirement and it is not technically feasible to do so.
The Transfer of Undertaking (Protection of Employment) Regulations (TUPE) may apply to the proposed contract. Further details will be provided to candidates shortlisted to tender for RFQ stage on completion of a non-disclosure agreement
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.2.2)Contract performance conditions:
Please refer to contract Schedule 2 Performance Regime and the associated ‘KPIs Appendix: Business Support Helpline Key Performance Indicators (KPIs)’ in the tender documentation for ‘PR 18079 Business Support Helpline’.
III.2.3)Information about staff responsible for the performance of the contract
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.1)Previous publication concerning this procedure
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
1) This procurement will be managed electronically via the Crown Commercial Service’s e-Sourcing Suite. To participate in this procurement, participants shall first be registered on the e-Sourcing Suite.
2) If Bidders have not yet registered on the e-Sourcing Suite, this can be done online at https://gpsesourcing.cabinetoffice.gov.uk/emptorisby following the link ‘Supplier e-Sourcing Registration’. Please note that, to register, Bidders must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so.
Note: Registration may take some time please ensure that you allow a sufficient amount of time to register. Full instructions for registration and use of the system can be found at https://www.gov.uk/government/publications/esourcing-tool-guidance-for-suppliers
3) Once you have registered on the e-Sourcing Suite, a registered user can express an interest for a specific procurement. This is done by emailing ExpressionOfInterest@crowncommercial.gov.uk
Your email must clearly state: the name and reference for the procurement you wish to register for; your organisation’s full name as a registered supplier; the name and contact details for the registered individual sending the email. Crown Commercial Service (CCS) will process the email and then enable the bidder to access the procurement online via the e-Sourcing Suite.
4) The registered user will receive a notification email to alert them once this has been done.
5) As a user of the e-Sourcing Suite you will have access to Emptoris email messaging service which facilitates all messages sent to you and from you in relation to any specific RFX event. Please note it is your responsibility to access these emails on a regular basis to ensure you have sight of all relevant information applicable to this opportunity.
6) For technical assistance on use of the e-Sourcing Suite please contact Crown Commercial Service (CCS) Helpdesk (Not UK SBS Ltd): freephone: 03454102222 and email: firstname.lastname@example.org
7) Training support to respond to a requirement is available to bidders at http://www.uksbs.co.uk/services/procure/Pages/supplier.aspx
The Contracting Authority (CA) will continue to utilise the Official Journal of the European Union (OJEU) for this procurement if the United Kingdom (UK) is able to gain access to the OJEU. If, however during this procurement process the UK exits the EU and this does not allow for any transitional.
Arrangements of access aligned to the timings of the procurement, the Contracting Authority will as directed by the UK Governments Cabinet Office (via Crown Commercial Services) utilise the UK Governments own procurement portal to discharge the balance of its statutory obligations associated with this procurement.
VI.4.2)Body responsible for mediation procedures
VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice: