Call Centre Refresh Yorkshire Water

Call Centre Refresh Yorkshire Water

Yorkshire Water Services (YWS) require software, hardware and consultancy services for a Contact Centre Suite Refresh (Aspect, IVR and other system replacements). The provider will propose the Contact Centre Suite Refresh software and hardware design, deploy, test the solution, alongside YWS resources, training, and provide ongoing licences, support and maintenance.

UK-Bradford: communications infrastructure

2012/S 103-173017

Contract notice – utilities

Supplies

Directive 2004/17/EC

Section I: Contracting entity

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

Yorkshire Water Services Limited
Western House, Halifax Rd
For the attention of: Joanne Robinson
Bradford
UNITED KINGDOM
Telephone: +44 1274692087
E-mail: joanne.robinson@yorkshirewater.co.uk

Further information can be obtained from: In tend e procurement Solutions
Moorgate Crofts Business Centre
Contact point(s): https://in-tendhost.co.uk/yorkshirewater
S60 2DH Rotherham
UNITED KINGDOM
Internet address: https://in-tendhost.co.uk/yorkshirewater

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: In tend e procurement Solutions

Tenders or requests to participate must be sent to: In Tend e procurement solutions

I.2)Main activity

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

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

Supplies
Purchase
NUTS code UKE

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 a single operator
Duration of the framework agreement

Duration in years: 5
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT: 450 000 000 GBP

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

Yorkshire Water Services (YWS) require software, hardware and consultancy services for a Contact Centre Suite Refresh (Aspect, IVR and other system replacements). The provider will propose the Contact Centre Suite Refresh software and hardware design, deploy, test the solution, alongside YWS resources, training, and provide ongoing licences, support and maintenance.
This refresh will incorporate the following existing systems.
Contact Centre Call Handling (Aspect).
Interactive voice recording (IVR).
Predictive Dialler.
Call recording and call coaching (reporting tool and statutory requirement).
CTI interface- cross system communication.
Workforce management and reporting tool for people management.
MI- Management information interfaces with SAP objects and SAP business Warehouse.
II.1.6)Common procurement vocabulary (CPV)

32571000

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: yes
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
II.2.2)Information about options

Options: no
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

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:

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
III.2.2)Economic and financial ability
III.2.3)Technical capacity
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

Negotiated
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

no
IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 25.6.2012 – 12:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

25.6.2012 – 12:00
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

Date: 26.6.2012 – 12:00
Persons authorised to be present at the opening of tenders: yes
Supply Chain Manager and Buyer.

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:

Yorkshire Water Services (YWS) has commenced a tender process for the Contact Centre Refresh using the Achilles UVDB to select a pool of potential organisations (Bidders) to invite to take part in the initial Qualification stage of the procurement process.
YWS require software, hardware and consultancy services for a Contact Centre Suite Refresh (Aspect, IVR and other system replacements). The successful Bidder will propose the Contact Centre Suite Refresh software and hardware design, deploy, test the solution, alongside YWS resources, training, and provide ongoing licences, support and maintenance.
The Documents are posted on YWSs Intend Portal which will give Bidders early sight of relevant information to allow Bidders to confirm interest in the procurement process. Bidders particular attention is drawn to.
Qualification Instructions to Bidders Part 1.
Contact Centre refresh Appendix A (QQ).
More specific information relating to future stages of the procurement process will be provided at a later date.
In order to express an interest in this project and receive access to the qualification questionnaire you will be required to register on the IN tend web site which will be used as a portal for the tender documents, If you have any trouble registering on the portal please contact me via email joanne.robinson@yorkshirewater.co.uk alternatively Nicola.richardson@yorkshirewater.co.uk.

The following URL links to the location of the in-tend supplier web site.
https://in-tendhost.co.uk/yorkshirewater

In tend portal terms and conditions.
Bidders will be asked to accept the Yorkshire Water Services data room terms of use prior to access. In any event, use of the data room by the bidder will be interpreted as acceptance of these terms of use.
Data room terms.
Yorkshire Water Services.
Data Room – Terms of Use.
1.
Yorkshire Water Services Limited (YWS) has provided an online data room portal (the Data Room) which will be populated with documents relating to the YWS tender process designed to appoint contractors to the YWS Water Call Centre refresh (the tender). If you wish to view the documents within the data room, or wish to communicate with YWS through the data room you must do so in accordance with these terms and conditions. If you do not agree to these terms and conditions please do not use the data room. Any use of the data room by you will be on this basis.
2.
All users will require Microsoft Internet Explorer Version 7 or above together with Microsofts current recommended service packs and updates.
3.
You will not use the Data Room for any purpose that is unlawful or prohibited by the Terms of Service. You shall not make copies or part copies of the Data Room or the software used therein, nor shall you reverse engineer the interface. For the avoidance of doubt you may make copies of the documentation within the Data Room provided such copies are used solely for the purpose of the Tender.
4.
No part of the site may be reproduced in any form electronically or otherwise. The electronic tender data is the property of YWS and you may only use this information for the purpose of the Tender. No other rights in the information are granted by YWS making the information available to you. YWS does not warrant the accuracy or completeness of any information provided in the Data Room.
5.
All users will treat as strictly confidential all information contained within the documentation, or in the software or user manual that relates to the Data Room. You (or your company) shall indemnify the Data Room provider and YWS against any loss or damage that may result from a failure to respect such confidentiality.
6.
All users will effect and maintain adequate security measures to safeguard any private username and password for the Data Room from theft or unauthorised access. Users will not share, transfer or permit any other company or individual to use their username and/or password.
7.
The Data Room may contain hyperlinks to web sites operated by third parties. YWS does not control such web sites and are not responsible for their contents.
I Hereby agree to abide by the terms above in consideration of YWS granting me the right to use the data room for the purpose of the tender.
Signature of user print name.
Position.
On behalf of (bidder).

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:30.5.2012