Customer Contact Centre and Back Office Services

Customer Contact Centre and Back Office Services

It is envisaged that the key objectives and outcomes for the Services will include transforming the experience of customers from the traditional telephone contact centre with processing functions, to a model where customers will be assisted to undertake and manage the transaction themselves wherever possible and appropriate.

UK-London: Call centre

2013/S 119-203716

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

City of Westminster
Westminster City Hall, 64 Victoria Street
Contact point(s): WCC will manage the procurement through its e-tendering system. All interested parties should register here http://esourcing.bravosolution.co.uk
For the attention of: Linda Pinder
SW1E 6QP London
UNITED KINGDOM

Internet address(es):

General address of the contracting authority: http://www.westminster.gov.uk

Electronic access to information: https://esourcing.bravosolution.co.uk

Electronic submission of tenders and requests to participate: https://esourcing.bravosolution.co.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and 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)Type of the contracting authority

Regional or local authority
I.3)Main activity

General public services
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Customer Contact Centre and Back Office Services
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services
NUTS code UKI1

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Call centre. Customer survey services. Data capture services. Administrative services for business operations. Data-processing services. Customer services. Data analysis services. Data storage services. Data transmission services. Database services. Westminster City Council (“WCC”) is currently delivering an ambitious programme to radically improve the ability of customers to transact with WCC through the channel of their choice and to stay informed of the progression of their transaction each step of the way. This customer led transformation programme aims to drive down customer contact and assist people to self serve.
To complement this programme of change WCC is seeking an innovative partner (“the Service Provider”) to deliver a range of contact centre and back office services with supporting systems (“the Services”). WCC will expect the Service Provider to be pro-active and agile in its approach to continuous improvement and contingency management and to bring industry expertise and tactical intelligence to its delivery of the services.
It is envisaged that the key objectives and outcomes for the Services will include transforming the experience of customers from the traditional telephone contact centre with processing functions, to a model where customers will be assisted to undertake and manage the transaction themselves wherever possible and appropriate.
It is anticipated that the core requirements for the Services will include the following:
– provision of a contact centre with personnel trained to interact with customers, to identify a service expert for the customer to speak to and route them directly there, or assist with channel shift by sign-posting or tutoring the customer through tools such as webchat. All enquiries and transactions will be logged by the Service Provider, and customers will proactively receive updates on progress and final resolution through either SMS or email. There are six main types of customer interactions that have been identified and that the Service Provider will handle:
o ASK for information
o TELL the Council about a problem
o BOOK a service, asset appointment
o APPLY for a permit/license/appeal etc
o ORDER a service or delivery
o PAY for a service or pay a fine
o FULFILMENT of business processing activity
The characteristics of each customer interaction can be summarised as follows:
Ask, Tell: These types of customer interactions tend to be one-way communications from the customer to WCC, although in both cases a response will often be received by the customer at a later point in time. The result of this interaction could either be an e-mail to the relevant service area or data integration into a line of business system.
Order, Pay: These types of customer interactions tend to require some data to be submitted from the customer to WCC and for the customer to receive an acknowledgment in return. Often an order will be followed by a payment which the Service Provider will enable via WCC’s gateway.
Apply, Book: These types of customer interactions tend to involve data initially being retrieved from a back-end system. For example, when booking an appointment available timeslots will need to be shown for the WCC person or team in question. Once retrieved, the customer will be able to select an available timeslot online, typically using a calendar function.
Fulfilment; It is anticipated that the contact centre supplier will provide the follow up work associated with customer interactions, which could include document fulfilment, workflow, call back or SMS / email updates.
The provision and support of relevant systems to support the provision of the Services, compatible with WCC’s systems. These systems will deliver the following functions:
– Receive calls, emails, webchats and white mail and route to appropriate agent skill set or line of business system.
– Capture relevant information from incoming contacts, including the recording of customer calls where appropriate.
– Record and process any necessary information and contact outcomes.
– Secure functionality to fulfil letters and forms
– Provide Workforce Management
– Provide Appropriate management information on contacts, resolution, escalation and performance.
– Provide Connectivity to WCC’s existing Interactive Voice Recognition (IVR) system, back office systems and a new digital self-service platform and infrastructure (“Digital Self Service Platform”) which is currently being separately procured by WCC.
The Services will need to be fully operational by October / November 2014, with transition anticipated to commence from March / April 2014.
More detail regarding the Services and WCC’s requirements can be found in the pre-qualification questionnaire (‘PQQ’) at https:esourcing.bravosolutions.co.uk.
These are part B services and WCC will not be bound by the Public Contracts Regulations 2006 (as amended) except as such Regulations are applicable to part B services. This notice and any subsequent notices are placed voluntarily.
II.1.6)Common procurement vocabulary (CPV)

79512000, 79342310, 72313000, 75112000, 72310000, 79342300, 72316000, 72317000, 72318000, 72320000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

It is anticipated that the duration of the contract term will be 3 years (following the mobilisation period) but with the ability for WCC at its sole discretion to extend by one or more periods up to a further 3 years. This gives a total possible contract term of 6 years or 72 months. Accordingly, over the maximum of 6 years the value range has been calculated as being in the value range shown below.
Estimated value excluding VAT : range GBP 12 000 000 – GBP 30 000 000 over the maximum 6 year contract term.
Estimated value excluding VAT:
Range: between 12 000 000 and 30 000 000 GBP
II.2.2)Information about options

Options: yes
Description of these options: It is anticipated that the duration of the contract will be 3 years but with the ability to extend by one or more periods up to a further 3 years. This gives a total possible duration of 6 years or 72 months. Any other options that economic operators may be invited to take into account in their tenders will be set out in the tender documentation.
II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Duration in months: 72 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

Requirements will be set out in the invitation to tender (“ITT”) and may include (amongst other things) performance bonds, pension bonds and/or guarantee(s) (including parent company guarantee(s)) and/or other forms of security.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Payment arrangements provided for under the contract will be addressed in the ITT.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

The particular requirements are to be determined but in accordance with Regulation 28(3) it is likely that a consortium will be required to form a legal entity before entering into, or as a term of, the Contract (and to do so within a timeframe prescribed by WCC) and a consortium could be rejected from this procurement for failing to do so. WCC does not require consortia to have formed the legal entity at this stage.
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

Information and formalities necessary for evaluating if the requirements are met: Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed on the basis of information provided in response to the PQQ copies of which is available via the portal referred to at I.1.
Completed PQQs must be returned to WCC via the portal referred to at I.1 before the deadline specified in Section IV.3.4 below.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed on the basis of information provided in response to the PQQ copies of which is available via the portal referred to at I.1.
Completed PQQs must be returned to WCC via the portal referred to at I.1 before the deadline specified in Section IV.3.4 below.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
This procurement process will be run electronically using WCC’s e-tendering system at https://esourcing.bravosolution.co.uk. Candidates will be assessed on the basis of information provided in response to the pre-qualification questionnaire (“PQQ”) copies of which is available via the portal.

Suppliers Instructions How to Express Interest in this Tender/Project:
1. Register your company on the eSourcing portal (this is only required once)
– Browse to the eSourcing Portal: https://esourcing.bravosolution.co.uk and click the link to register

– Accept the terms and conditions and click ‘continue’
– Enter your correct business and user details
– Note the username you chose and click ‘Save’ when complete
– You will shortly receive an email with your unique password (please keep this secure)
2. Express an Interest in the tender /project
– Login to the portal with the username/password
– Click the ‘PQQs Open To All Suppliers’ link and select “pqq_13” or “Customer Contact Centre”.
– Alternatively you can search via the project code by using the Search/Filter button on screen. Perform a search by project code and enter the search value of “project_6”.
– Click on the relevant PQQ/ ITT to access the content.
– Click the ‘Express Interest’ button at the top of the page.
– This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only)
– You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ location
3. Responding to the tender – Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining)
– You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification
– Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT
– There may be a mixture of online and offline actions for you to perform (there is detailed online help available)
– You must then submit your reply using the ‘Submit Response’ button at the top of the page.
If you require any further assistance please consult the online help, or contact the eTendering help desk.
Suppliers Instructions How to Express Interest in this Tender: 1. Register your company on the eSourcing portal (this is only required once) – Browse to the eSourcing Portal – Click the “Click here to register” link – Accept the terms and conditions and click “continue” – Enter your correct business and user details – Note the username you chose and click “Save” when complete – You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender – Login to the portal with the username/password – Click the “PQQs Open to All Suppliers” link. (These are Pre-Qualification Questionnaires open to any registered supplier) – Click on the relevant PQQ to access the content. – Click the “Express Interest” button in the “Actions” box on the left-hand side of the page. – This will move the PQQ into your “My PQQs” page. (This is a secure area reserved for your projects only) – Click on the PQQ code, you can now access any attachments by clicking the “Settings and Buyer Attachments” in the “Actions” box 3. Responding to the tender – You can now choose to “Reply” or “Reject” (please give a reason if rejecting) – You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification – Note the deadline for completion, then follow the onscreen instructions to complete the PQQ – There may be a mixture of online & offline actions for you to perform (there is detailed online help available)
If you require any further assistance please consult the online help, or contact the eSourcing helpdesk on phone: 0800 368 4850 or (outside UK):+442033496601
Completed PQQs must be returned to WCC via the portal referred to at I.1 before the deadline specified in Section IV.3.4 below.

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

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged number of operators: 6
Objective criteria for choosing the limited number of candidates: Objective criteria for choosing the limited number of candidates: As set out in the PQQ.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2012/S 247-407462 of 22.12.2012

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

26.7.2013 – 17:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)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

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information

– This tender process will be run electronically using WCC’s e-tendering system details of which are contained at I.1 above. Supplier market days, for potential bidders who expressed an interest in the Prior Information Notice issued in January 2013, were held on the 25th and 26th February 2013. For those that did not attend the market days, full information can be obtained by registering on the Bravo system at https://esourcing.bravosolution.co.uk , expressing interest in PQQ_13 Customer Contact Centre and accessing the soft Market Test Day folder in the attachment area.

– The Services being procured under this tender process do NOT cover the scope of the Digital Self Service Platform but will require integration with WCC IT systems (including the Digital Self Service Platform) to provide a seamless front facing customer service.
– The Digital Self Service Platform will be purchased by WCC from a Government Framework agreement under a separate procurement.
– It is for those invited to tender to satisfy themselves of the position, but it is the initial view of WCC that the Transfer of Undertakings (Protection of Employment) Regulations 2006 will apply. GO Reference: GO-2013618-PRO-4885833

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

High Court
The Strand
WC2A 2LL London
UNITED KINGDOM

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: To the extent that they apply, in accordance with Regulations 47A to 47P of the Public Contracts Regulations 2006 (SI 2006 No. 5) (as amended).
WCC will voluntarily (as this procurement relates to Part B services) incorporate a minimum 10 calendar day standstill period prior to the award of the contract. The purpose of this standstill period referred to above is to allow parties to apply to the Courts to set aside the award decision before the contract is entered into.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:18.6.2013

Requirement: Back Office