Emergency Call Handling Services Wales

Emergency Call Handling Services Wales

The overarching objective of this service is to provide a seamless call handling service to the public in the event of a gas emergency. This should be via a single emergency number and ensure the calls are routed to the correct GDN in a timely manner.

UK-Newport: telephone-answering services

2012/S 196-322690

Contract notice – utilities


Directive 2004/17/EC

Section I: Contracting entity

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

Wales and West Utilities Limited
Wales & West House, Spooner Close, Coedkernew
For the attention of: Adrian Cross
NP10 8FZ Newport
E-mail: wwuprocurement@wwutilities.co.uk

Internet address(es):

General address of the contracting entity: www.wwutilities.co.uk

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Production, transport and distribution of gas and heat
I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: yes

Northern Gas Networks Limited
1100 Century Way, Thorpe Park Business Park, Colton
LS15 8TU Leeds

Scotia Gas Networks Limited
St Lawrence House, Station Approach
RH6 9HJ Horley, Surrey

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting entity:

Emergency Call Handling Services.
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: United Kingdom.
NUTS code UK

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

Framework agreement with a single operator
II.1.5)Short description of the contract or purchase(s):

In 2005, National Grid sold off its gas distribution assets in a number of geographical areas in the UK to three separate buyers. The new companies would become self-sufficient entities and, while not directly competing with each other or National Grid, they would provide OFGEM with comparative data for operating gas distribution networks. Such information assists with setting targets for driving efficiency gains within the sector.
Since the network sale, the service for the handling of gas related emergency calls has continued to be provided by National Grid on behalf of all the Gas Distribution Networks (GDNs) via managed service arrangements. However, this service is due for renewal and the newly formed GDNs, Wales & West Utilities (WWU), Scotia Gas Networks (SGN) and Northern Gas Networks (NGN) are assessing alternative arrangements which could include either in-sourcing or outsourcing the service to a 3rd party.
Therefore, WWU, SGN and NGN are working collaboratively to seek proposals from potential vendors for the supply of emergency call handling services and associated services. The overarching objective of this service is to provide a seamless call handling service to the public in the event of a gas emergency. This should be via a single emergency number and ensure the calls are routed to the correct GDN in a timely manner.
Within this Contract Notice, WWU, SGN and NGN are referred to as Gas Distribution Networks (GDNs), where each company is a discrete GDN.
II.1.6)Common procurement vocabulary (CPV)


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

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

The contracting entities carry on the business of the operation of natural gas distribution pipeline systems together with associated gas emergency service provision. The contracting entities install new pipe and provide remedial work and servicing of the older network. The contracting entities also provide gas meter work services and to enable all the above services to continue unhindered and safely, wishes to procure an Emergency Call Handling Service. The provision will consist of the Lot structure as shown:
Lot 1: Call Centre – Outsourced Call Handling.
Lot 2: Call Routing Technology.
Lot 3: Exit Programme Implementation Support.
II.2.2)Information about options

Options: no
II.2.3)Information about renewals

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

Information about lots

Lot No: 1 Lot title: Call Centre – Outsourced Call Handling

1)Short description:

This is a service requirement from a dedicated call centre service provider. This includes all relevant resources to deliver a robust, reliable emergency call handling service that meets the Gas Transporter licence conditions, the Health and Safety Executive and a set of service level measures.
2)Common procurement vocabulary (CPV)


Lot No: 2 Lot title: Call Routing Technology

1)Short description:

As there will still be a requirement to retain a single national 0800 number for public reported gas escapes, the GDNs will require the capability to identify a call based upon geography (both from landlines and mobiles) and reroute to the appropriate call handling service. Vendors bidding for this Lot should either be able to provide and implement the technology platform required, or possess the appropriate telecommunications knowledge and specialist capability to work with the appropriate telecoms carrier(s) to enable this functionality. The service should be able to handle up to 1.5m calls per annum.
2)Common procurement vocabulary (CPV)


Lot No: 3 Lot title: Exit Programme Implementation Support

1)Short description:

This is a service requirement. The three GDNs recognise that if either (or both) of the above lots are selected then an Integration partner will be required to manage, design, test & deliver the ensuing programme of work. The System Integrator will be responsible for coordinating activities between all parties in ensuring the successful exit from the existing National Grid arrangements and transition to new arrangements. The implementation partner will also be expected to liaise with the local system integrators (who will be responsible for any GDN specific system changes such as CRM changes) that will be appointed by each GDN via existing frameworks.
2)Common procurement vocabulary (CPV)


Section III: Legal, economic, financial and technical information

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

To be identified in the Invitation to Tender if required.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

To be identified in the Invitation to Tender.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

In the event that Contractors form a joint venture, partnership or other form of consortia, joint and several liability of each participant will be required by the Contracting Entity.
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: Applicants will be ineligible for participation in the tender process where the applicant:a)is bankrupt or is being wound up, whose affairs are being administered by the court, who has entered into an arrangement with creditors or who is in any analogous situation arising from a similar procedure under national laws and regulations:b)is the subject of proceedings for a declaration of bankruptcy, for an order for compulsory winding-up or administration by the court or for an arrangement with creditors or is the subject of any other similar proceedings under national laws or regulations:c)has a serving director or partner who has been convicted of an offence concerning his professional conduct by a judgement which has the force of res judicata:d)has a serving director or partner who has been guilty of grave professional misconduct proven by a judgement which the contracting entity can justify:e)has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or those of the country of the contracting authority:f)is guilty of serious misrepresentation in supplying the information required under the provisions of the Directive on the criteria for qualitative criteria.Applicants must supply a statement with their request to participate confirming that none of the foregoing apply.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Applicants are required to:
Provide full company details including registered office address and registration number.
III.2.3)Technical capacity
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

Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate
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 entity:

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

IV.3.3)Conditions for obtaining specifications and additional documents

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

26.10.2012 – 00:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening 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:

Applicants responding to this Notice, who satisfy the conditions as indicated in Section III, will be invited to take part in a comprehensive tender process. This tender process will determine whether applicants can provide an economically advantageous service to the client, which may lead to an award of contract. Applicants must provide details of a single point of contact including an electronic mail address that will be used for further communications. Any communications from applicants, including the request to participate, must be by electronic mail or letter to the address shown in I.1.Applicants are advised that the contract duration indicated in II.3. is an indicative period under consideration. The dates and associated conditions will be stipulated in the Invitation to Tender. Applicants should note that Wales and West Utilities employ an eSourcing system and all participants will be required to use this system whilst tendering. Further information on the eSourcing system will be provided at tender stage.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Wales and West Utilities will incorporate a minimum 10 calendar day standstill at the point of information on the award of the contract is communicated to tenderers. This period allows unsuccessful tenderers to seek further debriefing from the contracting authority before the contract is entered into. Applicants have 2 working days from notification of the award decision to request additional debriefing and that information has to be provided a minimum of 3 working days before expiry of the standstill period. Such additional information should be requested from the address in section I.1.
VI.4.3)Service from which information about the lodging of appeals may be obtained
VI.5)Date of dispatch of this notice: