Customer Complaint Handlers – Invitation to Tender
To secure additional complaint handlers at a Senior Customer Caseworker level.
United Kingdom-Birmingham: Water distribution and related services
2019/S 077-183689
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
1st Floor, Victoria Square House, Victoria Square
Birmingham
B2 4AJ
United Kingdom
Contact person: Procurement
Telephone: +44 3000342222
E-mail: Procurement@ccwater.org.uk
NUTS code: UK
Address of the buyer profile: https://www.ccwater.org.uk/work-with-us/supply-to-us/
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
ITT Specialist Customer Complaint Handlers
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
To secure additional complaint handlers at a Senior Customer Caseworker (SCC) level, on a flexible basis to cope with peaks in business demand and fill gaps in staff cover in order to mitigate against any potential shortfalls in CCWater meeting its operational business plan (OBP) performance and satisfaction targets.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
1st Floor, Victoria Square House, Victoria Square, Birmingham, B2 4AJ.
II.2.4)Description of the procurement:
To secure additional complaint handlers at a Senior Customer Caseworker (SCC) level, on a flexible basis to cope with peaks in business demand and fill gaps in staff cover in order to mitigate against any potential shortfalls in CCWater meeting its operational business plan (OBP) performance and satisfaction targets.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
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.1.2)Economic and financial standing
III.1.3)Technical and professional ability
Section IV: Procedure
IV.1.1)Type of procedure
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.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
UK
Via Bravo portal.
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
VI.4.1)Review body
Birmingham
United Kingdom
VI.4.3)Review procedure
The Contracting Authority will incorporate a minimum 10 calendar days standstill period (or 15 days where non-electronic or fax methods are used) at the point that an award decision notice is communicated to tenderers.
The award decision process will specify the criteria for the award of the contract/Framework Agreement, the reasons for the decision, including the characteristics and relative advantages, the name and score of the successful tender(s), and will specify when the standstill period is expected to end or the date before which the Contracting Authority will not conclude the contract/Framework Agreement.
If an appeal regarding the award of a contract/Framework Agreement has not been successfully resolved, the Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
Any such action must be brought promptly (generally within 3 months). The Court may order the setting aside of the award decision or may order the Contracting Authority to amend any document and may award damages.
If an agreement has been entered into the Court may make a declaration of ineffectiveness or may order that the duration of any relevant specific contract be shortened and additionally may award damages.
The time-limit for seeking such a declaration is generally 30 days from notification of the award (either by award decision notification or Contract Award Notice depending upon the circumstances) or otherwise 6 months.
VI.5)Date of dispatch of this notice: