Out of Hours Contact Centre Call Handling Service – Croydon

Out of Hours Contact Centre Call Handling Service – Croydon

We require a service provider to cover our of hours emergency calls from residents whilst our contact centre is closed.

United Kingdom-Croydon: Call centre

2018/S 138-315358

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

125 High Street
United Kingdom
Contact person: Sabrina O’Brien
Telephone: +44 8001216060
E-mail: Procurment@optivo.org.uk
NUTS code: UK
Internet address(es):Main address: http://www.optivo.org.uk

Address of the buyer profile: https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA8521

I.2)Information about joint procurement

The contract is awarded by a central purchasing body


The procurement documents are available for unrestricted and full direct access, free of charge, at: www.Mytenders.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: www.Mytenders.co.uk

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


Out of hours contact centre call handling service

Reference number: OP7041

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Provide an out-of-hours call handling service for:

1. determine emergency call outs;

2. logging repairs on Optivo systems;

3. follow the Optivo defects procedure;

4. managing heating calls for 26 000 properties.

Service Provider to handle these calls in an appropriate manner and in accordance with the contractual procedures.

II.1.5)Estimated total value

Value excluding VAT: 107 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKJ
Main site or place of performance:

Our call centre is based in Sittingbourne, Kent.

II.2.4)Description of the procurement:

We require a service provider to cover our of hours emergency calls from residents whilst our contact centre is closed.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 65 %
Price – Weighting: 35 %
II.2.6)Estimated value

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

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

Potential contact extension to 5 years total on a 1 year + 1 year basis.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
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

A PIN notice ID: 212099

Title: Contact centre out of hours contract was published in May 2018 for this procurement.

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

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:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


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: yes
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2018/S 098-223658

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 10/08/2018
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:


IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 12 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 10/08/2018
Local time: 12:00


Information about authorised persons and opening procedure:

Sabrina O’Brien and Geoff Davies will open the tender on MyTenders.co.uk

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows

VI.3)Additional information:

Note: To register your interest in this notice and obtain any additional information please visit the myTenders website at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=212655

The buyer has indicated that it will accept electronic responses to this Notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

(MT Ref:212655)

VI.4)Procedures for review

VI.4.1)Review body

125 High Street
United Kingdom
Telephone: +44 8001216060
E-mail: Procurement@optivo.org.ukInternet address: http://www.optivo.org.uk
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: