Customer service centre and gateway contract

Customer service centre and gateway contract

In this PQQ the Council is looking to appoint a strategic partner who brings innovative ideas that move towards our vision for customer interaction and wider organisational transformation.

UK-Hemel Hempstead: office-support services

2012/S 31-050356

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Dacorum Borough Council
Civic Centre
Contact point(s): http://www.delta-esourcing.com/delta
For the attention of: Ben Hosier
HP1 1HH Hemel Hempstead
UNITED KINGDOM
Telephone: +44 1442228215
E-mail: ben.hosier@dacorum.gov.uk

Internet address(es):

General address of the contracting authority: www.dacorum.gov.uk

Electronic access to information: http://www.delta-esourcing.com/delta

Electronic submission of tenders and requests to participate: http://www.delta-esourcing.com/delta

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 service centre and gateway contract.
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 UKH23

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)

Office-support services. Telephone-answering services. Telephone operator services. Call centre. Customer relation management software package. Web server software development services. Reception services. In this PQQ the Council is looking to appoint a strategic partner who brings innovative ideas that move towards our vision for customer interaction and wider organisational transformation and develop our customer gateways to achieve and deliver:
— Innovative approaches that will utilise the web, telephone and face to face access to deliver improved services and efficiencies for the Council,
— Increased capacity, enabling process improvements in the way that Council services interact with customers and availability of these services for customers,
— Improved response and resolution of customer need and demand, leading to enhanced performance and satisfaction,
— Increased customers choice, allowing access to information at times and in ways that suits their requirements,
— The Council’s customer access and web strategy and plans set out in our Public Service Quarter project; and,
— Better informed customers with greater access to information regarding their local areas.
II.1.6)Common procurement vocabulary (CPV)

79500000, 79510000, 79511000, 79512000, 48445000, 72212222, 79992000

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: yes
Tenders may be submitted for one or more lots
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 the Council’s intention to advertise this tender into four lots.
In this PQQ the Council is looking to appoint a strategic partner who brings innovative ideas that move towards our vision for customer interaction and wider organisational transformation and develop our customer gateways to achieve and deliver:
— Innovative approaches that will utilise the web, telephone and face to face access to deliver improved services and efficiencies for the Council,
— Increased capacity, enabling process improvements in the way that Council services interact with customers and availability of these services for customers,
— Improved response and resolution of customer need and demand, leading to enhanced performance and satisfaction,
— Increased customers choice, allowing access to information at times and in ways that suits their requirements,
— The Council’s customer access and web strategy and plans set out in our Public Service Quarter project; and,
— Better informed customers with greater access to information regarding their local areas.
The Council is seeking interest in four lots.
Companies are invited to show their interest in any one, or combination of, the four service areas list below.
Call centre.
Taking all of the Councils first point of contact calls as described in this document. Calls are taken from (8:00) am to (6:30) pm.
Face to face.
Managing all of the face to face customer contact in a one stop shop in the centre of Hemel Hempstead and 2 part time shops in the 2 other major towns in the area. The opening times are:
Hemel Hempstead 8:45am to 5:15pm Monday to Thursday and (8:45) am to (4:45) pm Friday.
Berkhamsted 9:00am to 12:30pm & 1:30pm to 5:00pm Monday and 9:30am to 2:00pm Tuesday, Thursday and Friday.
Tring 9:00am to 12:30pm & 1:30pm to 5:00pm Monday and 9:30am to 2:00pm Wednesday and Friday.
Website.
To manage the Councils website making significant improvements to the website when required. To manage the website to ensure it meets the industry standards in accessibility and readability. As we are working towards developing the customer portal it is a desire that this will be part of the managed service.
Customer Relationship Management system (CRM).
To provide the Council with a CRM system so that the Council is able to monitor Customer contact. This is to help the Council to build a clear picture of its customers which will assist the Council in developing services. In addition operatives have to input in to a number of systems, a CRM system would reduce the need for operators to open a number of systems, and the CRM would be able to populate the back office systems in use.
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 120 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Call centre

1)Short description

Taking all of the Councils first point of contact calls as described in this document. Calls are taken from (8:00) am to (6:30) pm.
2)Common procurement vocabulary (CPV)

79512000, 79511000

3)Quantity or scope

As stated in the PQQ documentation.
4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)
5)Additional information about lots
Lot No: 2 Lot title: Face to face

1)Short description

Managing all of the face to face customer contact in a one stop shop in the centre of Hemel Hempstead and two part time shops in the two other major towns in the area. The opening times are:
Hemel Hempstead (8:45) am to (5:15) pm Monday to Thursday and (8:45) am to (4:45) pm Friday.
Berkhamsted (9:00) am to (12:30) pm & (1:30) pm to (5:00) pm Monday and (9:30) am to (2:00) pm Tuesday, Thursday and Friday.
Tring (9:00) am to (12:30) pm & (1:30) pm to (5:00) pm Monday and (9:30) am to (2:00) pm Wednesday and Friday.
2)Common procurement vocabulary (CPV)

79992000

3)Quantity or scope

As stated in PQQ documentation.
4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)
5)Additional information about lots
Lot No: 3 Lot title: Website

1)Short description

To manage the Councils website making significant improvements to the website when required. To manage the website to ensure it meets the industry standards in accessibility and readability. As we are working towards developing the customer portal it is a desire that this will be part of the managed service.
2)Common procurement vocabulary (CPV)

72212222

3)Quantity or scope

As stated in PQQ documents.
4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)
5)Additional information about lots
Lot No: 4 Lot title: Customer Relationship Management System (CRM)

1)Short description

To provide the Council with a CRM system so that the Council is able to monitor Customer contact. This is to help the Council to build a clear picture of its customers which will assist the Council in developing services. In addition operatives have to input in to a number of systems, a CRM system would reduce the need for operators to open a number of systems, and the CRM would be able to populate the back office systems in use.
2)Common procurement vocabulary (CPV)

48445000

3)Quantity or scope

As stated in PQQ documents.
4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)
5)Additional information about lots

Section III: Legal, economic, financial and technical information

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

As stated in the ITT documents.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As stated in the ITT documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

As stated in the ITT documents.
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: As stated in the ITT documents.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As stated in the ITT documents.
Minimum level(s) of standards possibly required: As stated in the ITT documents.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As stated in the ITT documents.
Minimum level(s) of standards possibly required:
As stated in the ITT documents.
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 minimum number 2: and maximum number 10
Objective criteria for choosing the limited number of candidates: As stated in the PQQ documents.
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:

CPU00170
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 7.3.2012 – 17:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

12.3.2012 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

2.4.2012
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 tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 2022.
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

Suppliers must read through this set of instructions and follow the process to respond to this opportunity.
The information and/or documents for this opportunity are available on https://www.delta-esourcing.com/delta. You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage.

Suppliers must log in, go to your Response Manager and add the following access code: NB4BGCDVKT. Please ensure you follow any instruction provided to you here.
The deadline for submitting your response(s) is 12.3.2012 (12:00). Please ensure that you allow yourself plenty of time when responding to this invite prior to the closing date and time, especially if you have been asked to upload documents.
If you experience any technical difficulties please contact the Delta eSourcing Helpdesk on call 08452707050 or email helpdesk@delta-esourcing.com. GO Reference: GO-2012210-PRO-3709293.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:10.2.2012