Contact Management and Caseworking Services for UK Border Agency

Contact Management and Caseworking Services for UK Border Agency

The services are to be provided in support of UK Border Agency’s (UKBA) business delivery by providing additional, ad hoc, non-exclusive capacity for caseworking. Note Industry Day on 28 February 2012.

UK-London: government services

2012/S 18-029005

Prior information notice


Directive 2004/18/EC

Section I: Contracting authority

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

UK Border Agency, Home Office
2 Marsham Street, Westminster
Contact point(s): Commercial Services Directorate
For the attention of: Linda Dean
SW1P 4DF London
Telephone: +44 2070351753

Internet address(es):

General address of the contracting authority:

Address of the buyer profile:

Further information can be obtained from: eEnablers, Procurement Centre of Excellence, Home Office
Room 2Y92, Concept House, Cardiff Road
Contact point(s): eEnablers
For the attention of: eEnablers
NP10 8QQ Newport
Telephone: +44 1633811600
Internet address:

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity

General public services
Public order and safety
Social protection
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Available for use by other government departments and agencies, including the Home Office and its agencies.

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:

Contact Management and Caseworking Services.
II.2)Type of contract and place of delivery or of performance

Service category No 27: Other services
II.3)Information on framework agreement

The notice involves the establishment of a framework agreement: yes
II.4)Short description of nature and quantity or value of supplies or services:

The services are to be provided in support of UK Border Agency’s (UKBA) business delivery by providing additional, ad hoc, non-exclusive capacity for caseworking. The casework includes two forms: contact centre activity; and, progressing an application towards removal or regularisation. UKBA believes the contact centre activity may be provided by call centres. The caseworking services include activities such as: applying for documentation for individuals from High Commissions and Embassies in the UK; responding to correspondence from representatives.
The agreement(s) is likely to take the form of a framework agreement and consideration is being given to having two or more lots.
Estimated cost excluding VAT:
Range: between 4 000 000,00 and 30 000 000,00 GBP

This contract is divided into lots: no

II.5)Common procurement vocabulary (CPV)

75131000, 75110000, 75100000, 75112000, 79512000, 79720000, 79996100

II.6)Scheduled date for start of award procedures

II.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:

UKBA is holding an industry day on 28.2.2011 to inform interested economic operators of the requirement and to obtain feedback on what may be available from the marketplace. Interested economic operators are requested to register on the Home Office eSourcing toolkit (refer to V1.2) and Annex A for details) and confirm attendance beforehand. In the event of a change to this date, registered economic operators will be notified.
UKBA reserves its rights to not proceed with this competition and interested economic operators are invited to attend at their own expense; no expenses or costs being payable by UKBA.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:

UKBA uses the Home Office’s eSourcing toolkit to enable its sourcing activities to be conducted over the internet. Any economic operator wishing to attend the industry day, or intending to submit an expression of interest, must be registered as a supplier with the Home Office eSourcing Portal. To register refer to Annex A I) for details of the web address.
Once registered, economic operators intending to submit an expression of interest must send an email to any time up to, but not later than 21.2.2012. The email should be entitled Contact Management and Caseworking Services and contain the following details: your ecomomic operator’s name; your contact’s email address; your contact’s name and your contact’s telephone number. Economic operators will then receive details of how to access and complete the online Request for Information (RFI). The RFI must be fully completed no later than 23.2.2012. Any expressions of interest not submitted in the required form (or containing the not containing the requested information) may be rejected. If, however, you believe there are reasons as to why you would be unable to use the eSourcing service, please let us know by emailing and we will consider how best to overcome your difficulties.

This is a voluntary notice as it relates to a Part B Service, Category 27 and as such, in carrying out this competitive process the contracting authority is not obliged to follow the full detailed rules and procedures set out in Directive 2004/18/EC and the Public Contracts Regulations 2006, SI 2006 05. This notice is to alert economic operators to the start of a competitive process and does not mark the start of a regulated procedure. The competitive process will be outlined on the industry day and set out in the call for competition that will also be published as a voluntary notice.

VI.3)Information on general regulatory framework

VI.4)Date of dispatch of this notice:25.1.2012