Call Centre Tender

Call Centre Tender

Yorkshire Water Services (YWS) require software, hardware and consultancy services for a Contact Centre Suite Refresh (ACD, IVR and other system replacements).

UK-Bradford: Communications infrastructure

2013/S 079-133473

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 Road
For the attention of: James Carr – Buyer
BD6 2SZ Bradford
UNITED KINGDOM
E-mail: james.carr@yorkshirewater.co.uk

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

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:

Contact Centre Refresh.
II.1.2)Type of contract and location of works, place of delivery or of performance

Supplies
Purchase
NUTS code UKE41

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: 15

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 (ACD, IVR and other system replacements). The winning bidder will propose the Contact Centre Suite Refresh software and hardware design, deploy and test the solution alongside YWS resources, provide training, ongoing licences, support and maintenance.
The Contact Centre 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 8
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: yes
Additional information about electronic auction:
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: ..
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

7.5.2013 – 10:00
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 of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about European Union funds
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:

19.4.2013