Outsourced Contact Centre Procurement

Outsourced Contact Centre Procurement

Contract for New Contact Centre services dealing with Inbound and Outbound multi-channel engagements.

United Kingdom-London: Call centre

2016/S 115-204273

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

NCS Trust C.I.C.
1 Silchester Road
W10 6EX
United Kingdom
Contact person: Mark Thurlow
Telephone: +44 7950786895
E-mail: markthurlow@ncstrust.co.uk
NUTS code: UK

Internet address(es):Main address: http://www.ncsyes.co.uk

Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28848

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28848
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28848

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Other activity: youth engagement

Section II: Object

II.1)Scope of the procurement


National Citizen Service — New Outsourced Contact Centre Procurement.

Reference number: NCSNCC16

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Contract for New Contact Centre services dealing with Inbound and Outbound multi-channel engagements.

II.1.5)Estimated total value

Value excluding VAT: 39 000 000.00 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: UK
Main site or place of performance:

NCS Trust Offices are in London, UK. Potential Service Suppliers must be able to attend regular and impromptu meetings at the main London Office over the full span of the contractual provision.

II.2.4)Description of the procurement:

We intend to appoint a single outsourced Contact Centre Service Provider (CCSP) to provide both inbound and outbound multi-channel communications. The services will run for a term of approximately 2 years; expiring in October 2018, with the potential for an extension of up to 2 years.

We invite tenders from bidders who can handle high volumes and customer facing activities. Our primary focus for the Contact Centre is signing up Young People onto the NCS programme, taking payment and responding to programme related enquiries, while also handling queries from parent/guardians.

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: 39 000 000.00 GBP

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

Duration in months: 48
This contract is subject to renewal: no

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

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:

See details in the tender documentation.

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

Obligation to indicate the names and professional qualifications of the staff assigned to performing 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

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

Date: 14/07/2016
Local time: 09:00
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: 4 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 14/07/2016
Local time: 09:00

NCS Trust Head Office as detailed in 1.1.

Information about authorised persons and opening procedure:

Programme Manager, Operations Director and any other authorised officer of the NCS Trust.

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 Web Site athttp://www.myTenders.org/Search/Search_Switch.aspx?ID=177349

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available athttp://www.myTenders.org/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: 177349).

VI.4)Procedures for review

VI.4.1)Review body

NCS Trust C.I.C
1 Silchester Road
W10 6EX
United Kingdom
Telephone: +44 07950786895Internet address:http://www.ncsyes.co.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:



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