Call Centre Tender

Call Centre Tender

Kingston upon Hull City Council is seeking a provider to supply a corporate contact centre facility. This facility will, initially, be provided through two dedicated contact numbers to provide points of contact for all of the Council’s customers.

UK-Hull: call centre

2012/S 218-359393

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Kingston Upon Hull City Council
Corporate Procurement, Room 94, 2nd Floor The Guildhall, Alfred Gelder Street
For the attention of: Mark Homersham
HU1 2AA Hull
UNITED KINGDOM
Telephone: +44 1482613694
E-mail: mark.homersham@hullcc.gov.uk
Fax: +44 1482613310

Internet address(es):

General address of the contracting authority: http://www.hullcc.gov.uk

Address of the buyer profile: https://scms.alito.co.uk

Electronic access to information: https://scms.alito.co.uk

Electronic submission of tenders and requests to participate: https://scms.alito.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

Regional or local authority
I.3)Main activity

General public services
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:

Provision of a corporate contact centre facility.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 5: Telecommunications services
NUTS code UKE11

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)

Kingston upon Hull City Council is seeking a provider to supply a corporate contact centre facility. This facility will, initially, be provided through two dedicated contact numbers to provide points of contact for all of the Council’s customers. One number will be dedicated to residents enquiries, the second dedicated to business enquiries. Additional number(s) may be required to be provided as the service develops.
II.1.6)Common procurement vocabulary (CPV)

79512000

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:

To supply a corporate contact centre facility for the Council to provide points of telephone contact for all of the Council’s customers. The successful supplier will be responsible for accommodating the Contact Centre, the employment and accommodation of all staff required to deliver the service, and the provision of all equipment and infrastructure necessary to provide the contracted service (telephone lines, telephones, furniture and office equipment, personal computers etc.). In terms of call volumes, the current contract for this service is handling approximately 900,000 calls each year. The exact length of the new contract is currently being finalised, but is likely to be for a period of between two and five years, with the potential option of one-year extensions, subject to satisfactory performance.
Estimated value excluding VAT:
Range: between 3 000 000,00 and 7 500 000,00 GBP
II.2.2)Information about options

Options: no
II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Starting 1.6.2013. Completion 31.5.2015

Section III: Legal, economic, financial and technical information

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

A performance bond or parent company guarantee may be 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:

Joint and several liability will be required unless a single legal entity is formed.
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: All participating suppliers are required to register on Hull City Council’s supplier and contract management system (SCMS Alito), accessed by weblink https://scms.alito.co.uk. The selection of shortlisted suppliers for the tender stage later this year will depend upon satisfactory evaluation and scoring of the details provided in, and with, the pre qualification questionnaire.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The selection of shortlisted suppliers for the tender stage later this year will depend upon satisfactory evaluation and scoring of the details provided in, and with, the pre qualification questionnaire.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
The selection of shortlisted suppliers for the tender stage later this year will depend upon satisfactory evaluation and scoring of the details provided in, and with, 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

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
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: yes
Additional information about electronic auction: The Council reserves the right to hold an electronic reverse auction to determine the final successful supplier and price. Full details and training where necessary will be provided to bidders prior to the event, likely to be held in February 2013.
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

HCC / 28115 / 2013
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

10.12.2012 – 12:00
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

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
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:8.11.2012