Overflow Call Handling Service - Flexible Call Off Contract

Overflow Call Handling Service – Flexible Call Off Contract

The Council intends to find a provider who can take on approximately 1 000 customer contact calls per week with the provision of taking more if required on busy weeks.

United Kingdom-Oxford: Telecommunications services

2014/S 190-335404

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Oxford City Council
Procurement, P.O. Box 10
For the attention of: Mrs Nicky Atkin
OX1 1EN Oxford
UNITED KINGDOM
Telephone: +44 1865252778
E-mail: natkin@oxford.gov.uk

Internet address(es):

General address of the contracting authority: www.oxford.gov.uk

Further information can be obtained from: South East Business Portal
UNITED KINGDOM
Internet address: www.southeastiep.gov.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: South East Business Portal
UNITED KINGDOM
Internet address: www.southeastiep.gov.uk

Tenders or requests to participate must be sent to: South East Business Portal
UNITED KINGDOM
Internet address: www.southeastiep.gov.uk

I.2)Type of the contracting authority

Regional or local authority

I.3)Main activity

General public services

I.4)Contract award on behalf of other contracting authorities

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

Section II: Object of the contract

II.1)Description

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

Provision of a flexible call off contract to provide an overflow call handling service to the Council’s Customer Contact Centre.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: Service provided mainly to Oxford City Citizens, the location of the delivery will be wherever the provider chooses to do so.

NUTS code UKJ1

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

II.1.5)Short description of the contract or purchase(s)

The Council intends to find a provider who can take on approximately 1 000 customer contact calls per week with the provision of taking more if required on busy weeks. The provider will be required to provide cover for the same hours as our Contact Centre (8.00 to 18.00 Monday to Friday).

II.1.6)Common procurement vocabulary (CPV)

64200000

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

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: no

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:

Provision of a flexible call off contract providing overflow call handling services for Oxford City Councils customer contact centre. The contract length will be for 12 months, with the possibility of a further 12 month extension at the Councils discretion.
Estimated value excluding VAT:
Range: between 500 000 and 1 200 000 GBP

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Duration in months: 12 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

None.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

None.

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

Joint and severable liability.

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: Any supplier may be disqualified who:
a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or 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 compulsory winding up the administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
c) has been convicted by a judgement which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
d) has been guilty of grave professional misconduct proven by any means which the contract authorities can demonstrate;
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 with those of the country of the contracting authority;
f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
g) is guilty of serious misrepresentation in supplying the information required under this Section or has not supplied such information;
h) has been the subject of a conviction for participation in a criminal organization, as defined in Article 2(1) of Council Joint Action 98/733/JHA;
i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26 May 1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
j)has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10 June 1991 on prevention of the use of the financial system for the purpose of money laundering.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: a) appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance;
b) the presentation of balance-sheets or extracts from the balance-sheets, where publication of the balance-sheet is required under the law of the country in which the economic operator is established;
c) a statement of the undertaking’s overall turnover and, where appropriate , of turnover in the area covered by the contract for a maximum of the last 3 financial years available, depending on the date on which the undertaking was set up or the economic operator started trading, as far as the information of these turnovers is available.
Minimum level(s) of standards possibly required: Public and Employers liability insurance of 5 000 000 GBP and professional indemnity insurance of 1 000 000 GBP.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
b) a list of the principal deliveries effected or the main services provided in the past 3 years, with the sums, dates and recipients, whether public or private, involved. Evidence of delivery and services provided shall be given:
– where the recipient was a contracting authority, in the form of certificates issues or countersigned by the competent authority;
– where the recipient was a private purchaser, by the purchaser’s certification or, failing this, simply by a declaration by the economic operator;
d) a description of the technical facilities and measures used by the supplier or service provider for ensuring quality and the undertaking’s study and research facilities;
f) the educational and professional qualifications of the service provider or contractor and/or those of the undertaking’s managerial staff and, in particular, those of the person or persons responsible for providing the services or managing the work;
h) a statement of the average annual manpower of the service provider or contractor and the number of managerial staff for the last 3 years.

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

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

IV.1.3)Reduction of the number of operators during the negotiation or dialogue

IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

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

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 31.10.2014 – 12:00
Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

20.11.2014 – 12:00

IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 3 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of 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

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

30.9.2014