Contact Centre Telephony Tender
The British Council is looking for one supplier to provide contact Centre Telephony for an initial UK/Pilot.
United Kingdom-Manchester: Installation of telecommunications equipment
Section I: Contracting authority
I.1)Name and addresses
Contact person: Caroline Doidge
NUTS code: UKD3
I.4)Type of the contracting authority
Section II: Object
Contact Centre Telephony – UK/Pilot, 8 Location’s and Global Customer Service Team
II.1.2)Main CPV code
II.1.3)Type of contract
The British Council is looking for one supplier to provide contact Centre Telephony for an initial UK/Pilot and the potential to expend to 7 Location’s on successful completion of the pilot and potential further global customer service team’s. Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 Advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and desk-based phones).
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network as indicated in Annex 4.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
The British Council may extend this Agreement on up to 4 occasions for further periods of 36 months (each an “Extension Period”) by giving the supplier at least 30 days’ written notice before the end of the initial term or the then current extension period (as applicable).
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
No special legal form is required but each supplier will be required to become jointly and severably responsible for the contract before acceptance.
III.1.3)Technical and professional ability
Information and formalities necessary for evaluating if requirements are met:
(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;
(b) is the subject of proceedings for a declaration of bankruptcy, for an order for compulsory winding up or administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
(c) has been convicted by a judgement which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
(d) has been guilty of grave professional misconduct proven by any means which the Contracting Authorities can demonstrate;
(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the Contracting Authority;
(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the Contracting Authority;
(g) is guilty of serious misrepresentation in supplying the information required under this section or has not supplied such information;
(h) has been the subject of a conviction for participation in a criminal organisation as defined in Article 2(1) of Council Joint Action 98/733/JHA;
(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26.5.1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
(j) has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10.6.1991 on prevention of the use of the financial system for the purpose of money laundering.
Section IV: Procedure
IV.1.1)Type of procedure
PIN issued on 22nd January.
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
Bidders will be required to register on British Council’s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and “means of proof” will be required. These conditions are outlined in the ITT.
VI.5)Date of dispatch of this notice: