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Customer Complaint Handlers – Invitation to Tender
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Customer Complaint Handlers – Invitation to Tender

Saturday, 20 April 2019, 9:08

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

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Consumer Council for Water
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
Internet address(es):Main address: https://www.ccwater.org.uk/

Address of the buyer profile: https://www.ccwater.org.uk/work-with-us/supply-to-us/

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://public.bravosolution.co.uk/consumer-council-water/web/login.html
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://public.bravosolution.co.uk/consumer-council-water/web/login.html
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

ITT Specialist Customer Complaint Handlers

Reference number: 19-004

II.1.2)Main CPV code

65100000

II.1.3)Type of contract

Services

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

Value excluding VAT: 330 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

79500000

II.2.3)Place of performance

NUTS code: UKC
NUTS code: UKD
NUTS code: UKE
NUTS code: UKF
NUTS code: UKG
NUTS code: UKH
NUTS code: UKI
NUTS code: UKJ
NUTS code: UKK
NUTS code: UKL
Main site or 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

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 330 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 01/07/2019
End: 30/06/2023
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
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

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 17/05/2019
Local time: 17:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 3 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 17/05/2019
Local time: 17:00
Place:

UK

Information about authorised persons and opening procedure:

Via Bravo portal.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Consumer Council for Water
Birmingham
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

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.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

16/04/2019