Out Of Hours Call Handling Services Contract London

Out Of Hours Call Handling Services Contract London

Network Homes Housing association invites tenders for out of hours call handling services.

United Kingdom-London: Call centre

2020/S 012-024128

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: Network Homes
Postal address: Olympic Office Centre, 8 Fulton Road
Town: London
NUTS code: UKI
Postal code: HA9 0NU
Country: United Kingdom
Contact person: Josephine Rodriques
E-mail: josephine.rodriques@networkhomes.org.uk
Telephone: +44 2087824312
Internet address(es):Main address: www.Networkhomes.org.uk

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://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./7VTDW5X9Z2
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Out Of Hours Call Handling Services Contract

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

Network Homes Housing association invites tenders for ‘Out of Hours call handling Services’. This is a one stage process where tenderers must submit both SQ and tender submission.

II.1.5)Estimated total value

Value excluding VAT: 250 000.00 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)

79512000

II.2.3)Place of performance

NUTS code: UKI
Main site or place of performance:

London.

II.2.4)Description of the procurement:

Network Homes would like an out of hours call handling service which would be managed by Network Homes. Further details in attached documents.

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: 250 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

3 years + 1 + 1.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

Please see further information in attached documents.

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

Further information in attached documentation.

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

List and brief description of conditions:

N/a

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:

Further information in attached documents

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: 20/02/2020
Local time: 12:00
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: 4 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 20/02/2020
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

Network Homes is a housing association with approximately 20 000 properties, we require a call centre service to provide emergency out of hours cover for our residents. The service will be provided on 365 days a year between the hours of 6 p.m. and 8 a.m. Monday to Fridays (normal working days), 24 hours a day for Saturday, Sunday and Bank Holidays (including Christmas Day).

For more information about this opportunity, please visit the Delta eSourcing portal at:

https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./7VTDW5X9Z2

To respond to this opportunity, please click here:

https://www.delta-esourcing.com/respond/7VTDW5X9Z2

Go reference: GO-2020115-PRO-15814360

VI.4)Procedures for review

VI.4.1)Review body

Official name: Network Homes
Postal address: Olympic Office Centre, 8 Fulton Road
Town: Wembley
Postal code: HA9 0NU
Country: United Kingdom
E-mail: procurement@networkhomes.org.uk
Telephone: +44 208078204312Internet address: www.networkhomes.org.uk

VI.4.2)Body responsible for mediation procedures

Official name: Network Homes
Postal address: Olympic Office Centre, 8 Fulton Road
Town: Wembley
Postal code: HA9 0NU
Country: United Kingdom
Telephone: +44 208078204312

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

The contracting authority will observe a minimum 10 calendar day standstill period from the day of communication to the tenderers of the authority’s intended award decision.

There is no right of appeal to the contracting authority and instead the UK Public Contracts Regulations 2015 provide for an aggrieved party to apply to the High Court of England and Wales concerning any alleged breach unless an extension is agreed by the Courts.

Full information regarding appeals can be obtained from the body responsible for the appeal procedure as stated in VI.4.1).

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

Official name: The High Court
Postal address: Royal Courts of Justice, The Strand
Town: London
Postal code: WC2A 2LL
Country: United Kingdom
Telephone: +44 208078204312

VI.5)Date of dispatch of this notice:

15/01/2020