Business to Business Telemarketing Services for Royal Mail

Business to Business Telemarketing Services for Royal Mail

Royal Mail has the occasional need for the supply of telephone services for various purposes such as lead qualification, telemarketing, data capture, telesales, research and other services (hereinafter referred to as Telemarketing Services).

UK-London: advertising services

2012/S 185-304667

Contract notice – utilities


Directive 2004/17/EC

Section I: Contracting entity

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

Royal Mail Group Limited
1st Floor, 35-50 Rathbone Place
For the attention of: David Hovell
W1T 1HQ London
Telephone: +44 7894393516
Fax: +44 2074414727

Internet address(es):

General address of the contracting entity:

Electronic submission of tenders and requests to participate: Use the latest version of Internet Explorer from a Windows PC to access:
Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for 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)Main activity

Postal services
I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting entity:

Business to Business Telemarketing Services.
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 13: Advertising services
Main site or location of works, place of delivery or of performance: London UK.

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 2
Duration of the framework agreement

Duration in years: 3
Estimated total value of purchases for the entire duration of the framework agreement

Frequency and value of the contracts to be awarded: Precise quantities are unknown and will depend on the number of economic operators appointed and Royal Mail’s requirements during the term.

II.1.5)Short description of the contract or purchase(s):

Business to Business Telemarketing services. Royal Mail has the occasional need for the supply of telephone services for various purposes such as lead qualification, telemarketing, data capture, telesales, research and other services (hereinafter referred to as Telemarketing Services). Royal Mail is seeking to agree framework contracts with two suppliers under which services will be called off as and when required. However, there is no guaranteed minimum level of business. The services are expected to be in relation to Royal Mail’s B2B business but may also include some Business to Consumer (B2C) business.
II.1.6)Common procurement vocabulary (CPV)

79341000, 79341100, 79341200, 79341400, 79342000, 79342200

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Information about 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:

Precise quantities are unknown and will depend on the number of economic operators appointed and Royal Mail’s requirements during the term. The upper limit in the estimated range specified below takes into account the possible extension for the 2 option years.
Estimated value excluding VAT
Range: between 1,00 and 1 000 000,00 GBP
II.2.2)Information about options

Options: yes
Description of these options: The Initial Term of the framework will be 1 year. Royal Mail will then have the option to extend the framework by up to 2 further years.
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 2
In the case of renewable contracts, estimated time-frame for subsequent calls for competition:
in months: 12 (from the award of the contract)
II.3)Duration of the contract or time limit for completion

Starting 1.4.2013 Completion 31.3.2016

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

Parent company or other guarantees may be required in certain circumstances. Requirements will be specified in the contract documents which will be made available at the ITN stage.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See contract documents which will be made available at the ITN stage.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Requests to participate will be accepted from groupings of economic operators (consortia). In the event of a successful consortium bid, the Contracting Authority reserves the right to require groupings of entities to take a particular legal form and/or require that a single consortium member takes primary liability or that each member undertakes joint and several liability irrespective of the legal form adopted. Where a subsidiary company is used, the ultimate parent company may be required to provide a guarantee in respect of the performance of the contract by the subsidiary before acceptance.
III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: no
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: Applicants are required to complete a pre-qualification questionnaire (PQQ). This is available from the Buyer by following the instructions provided in VI.3 of this notice. A response to the PQQ must be returned by 15:00 on 10.10.2012.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Criteria includes a minimum Annual Turnover of £2m. See PQQ for full details.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: Royal Mail has established the criteria referred to below and those other criteria set out in the Prequalification Questionnaire (PQQ) in order that Economic Operators selected to participate in this procurement are capable of meeting the requirements of Royal Mail.
To evidence the fact that they are suitably skilled and experienced in the supply of B2B telemarketing services, Economic Operators are required to:
— have at least 10 (ten) telephone agents, who are permanent or long-term contracting staff members, currently engaged on B2B telemarketing activity,
— have an annual income from B2B telemarketing activity of not less than 500 000 GBP.
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

Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate
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 entity:

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

IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 5.10.2012 – 13:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

10.10.2012 – 15:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
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:

Expression of Interest (EOI) & Pre Qualification Questionaire (PQQ).
Please read all of the following information carefully.
Important: Before expressing interest in this procurement, please read Section III.2 and check that you meet the minimum conditions for participation. In particular check your compliance with sections III.2.2 (Economic and financial capacity) and III.2.3 (Technical Capacity). Please do not express interest in any Lot if you can not meet the minimum conditions for participation.
1. Expression of Interest. Please ensure that you submit an expression of interest promptly so that your details can be populated in the Royal Mail Group Electronic Sourcing system (E-Sourcing). This is a necessary first step in order for you to be able to submit a PQQ.
2. To formally express interest in this procurement you must first complete the Supplier Registration form at:

Important: When completing the form:
— please do so from a windows PC using the latest version of Internet Explorer, or more specifically Microsoft Internet Explorer 6 SP2, Microsoft Internet Explorer 7, or Microsoft Internet Explorer 8,
— If you are unable to complete any fields because of format errors, please complete with a single zero “0” and tab through,
— You must select one Lot from one of the two drop-down boxes at the top of the form.
3. You will then be sent information on how to access the PQQ. The process will be managed using the RMG Electronic Sourcing System (Esourcing).
4. The PQQ is accessed via Esourcing. Following completion of a Supplier Registration Form you will be sent 2 emails with information that will allow you to access it.
— The first eMail will include log-on details to eSourcing. The eMail will arrive via and wil be headed Royal Mail Group RFX – (please do not email this site unless instructed to do so).

— The second email will specifically invite you to participate in the PQQ for Telemarketing services.
It is at this point that you will be able to fully access the PQQ and start to complete it.
5. The PQQ will close as noted in IV.3.4.
Please note: Your log-on will not be activated until you are formally invited to participate, so please do not try to log-on before you are invited to do so, since your access will be denied.
6. Royal Mail Group may require suppliers to supplement or clarify the information submitted in the PQQ and may also undertake its own audit of the supplier to verify the information provided.
7. Tenders and all supporting documentation for the contract must be priced in sterling (unless otherwise specified in the contract documents) and written in English.
8. Any agreement entered into will be considered a contract made in England according to English law and bidders will be subject to the non-exclusive jurisdiction of the English Courts.
9. Royal Mail Group is not liable for any costs incurred by those expressing an interest in tendering for this contract opportunity. Royal Mail Group reserves the right to terminate the procurement process (or part of it), to change the basis of and the procedures for the procurement process at any time, or to procure the contract by alternative means if it appears that the contract can be more advantageously procured by alternative means.
The most economically advantageous or any tender will not automatically be accepted.
All communications concerning this procurement process must be made through the eSourcing system.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

see VI.4.2 below

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Any appeal under this procurement should be addressed to the contact at I.1 above.
VI.4.3)Service from which information about the lodging of appeals may be obtained

see VI.4.2 above

VI.5)Date of dispatch of this notice:21.9.2012