Out of Hours Emergency Call Handling Services Tender

Symphony Housing Group
Renaissance Court, 2 Christie Way
Contact point(s): Group Procurement
For the attention of: Steve Everitt
M21 7QS Manchester
United Kingdom
Telephone: +44 1618758169

Internet address(es):

General address of the contracting authority: https://in-tendhost.co.uk/symphonyhousing

Address of the buyer profile: https://in-tendhost.co.uk/symphonyhousing

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)

Body governed by public law

Housing and community amenities

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

SHG — Out of Hours Emergency Call Handling Services.

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: North West (England).

NUTS code UKD

The notice involves a public contract

Symphony Housing Group are seeking expressions of interest from suitably experienced and qualified candidates to provide Out of Hours Emergency Call Handling Services for Repairs and Anti-Social Behaviour (ASB) for over 30 000 properties across the Group.

79512000, 79511000

The contract is covered by the Government Procurement Agreement (GPA): no

This contract is divided into lots: no

Variants will be accepted: no

The Group require the following Call Handling Services at the times specified in the tender document;
1. Emergency Repairs.
In these instances the service provider will be required to respond to calls from SHG customers who are reporting emergency repairs. The service provider is then subsequently required to make any necessary outbound calls to provide the appropriate information to the designated contractor(s) and where appropriate keeping in touch with the customer. Where customers get in touch in relation to non-emergency repair requests the service provider will capture key information, provide advice to customers, about next steps, and pass information to SHG members to follow up on the next working day.
2. Anti-Social Behaviour.
In these instances the service provider will be required to provide a response to emergency situations as set out and provide appropriate signposting advice. Capturing key information and providing a full report to the appropriate Symphony Group member organisation.
3. Planned Cover.
Additional planned cover for each participating member organisation per annum is required within the contract to cover emergencies, team events and training days. This will be with prior agreement with the appointed service provider.
4. Disaster Recovery/Unplanned Cover
A secondary function will be to provide Disaster Recovery support in the event of loss of telephony/ICT functions at any or all of Symphony Housing Group (SHG) members involved in this contract or emergency cover for any other event, including severe weather.
The contract will be for an initial 2 year period from the first day of the appointed service provider being online and fully operational, however, an option will be made available for a contract extension for a period of up to 2 years, agreed by both parties a minimum of 3 months prior to the end of the initial 2 year term.
The Group are currently going through a period of change and the appointed service provider will be required to work with the Group to implement the appropriate changes.
Estimated value excluding VAT: 480 000 GBP

Starting 6.2.2017. Completion 5.2.2019

A parent company guarantee may be required.

As described in the tender document set.

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: The contract performance will be measured through a suite of key performance indicators described in the Tender document set.

Information and formalities necessary for evaluating if the requirements are met: For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements:
Minimum level(s) of standards possibly required: Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.

Information and formalities necessary for evaluating if the requirements are met:
Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR.
Minimum level(s) of standards possibly required:
Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector.
Experience in managing an emergency repairs call handling service in the Social Housing Sector.

Execution of the service is reserved to a particular profession: no

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Open

The most economically advantageous tender in terms of the criteria stated below

1. Price. Weighting 40

2. Quality. Weighting 60

An electronic auction will be used: no

SHG-P349

no

Time limit for receipt of requests for documents or for accessing documents: 4.8.2016
Payable documents: no

5.8.2016

English.

Place:

The e-tender portal will remain locked until the date/time specified in the Memorandum of Information.

This is a recurrent procurement: no

The contract is related to a project and/or programme financed by European Union funds: no

6.7.2016