Supply Customer Relationship Management and Mobile Technology

Lot 1 – Business Telephony and Contact Centre; Lot 2 – Customer Relationship Management and Mobile Technology.

United Kingdom-Staines-upon-Thames: Telecommunications system

2016/S 244-445521

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Hanover Housing Association
Hanover House, 1 Bridge Close
Staines-upon-Thames
TW18 4TB
United Kingdom
Telephone: +44 1784446155
E-mail: nicola.steggles@hanover.org.uk; procurement@hanover.org.uk
NUTS code: UK

Internet address(es):Main address: www.hanover.org.uk

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://hanover.bravosolution.co.uk

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be submitted electronically via: https://hanover.bravosolution.co.uk

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:

Technology Requirements: Lot 1 — Business Telephony and Contact Centre; Lot 2 — Customer Relationship Management and Mobile Technology.

Reference number: HHA-431

II.1.2)Main CPV code

32524000

II.1.3)Type of contract

Services

II.1.4)Short description:

Hanover wishes to engage with suppliers of technology to support its business telephony, contact centre, customer relationship management and mobile working objectives. Hanover sees the relationship to be one for long term partnership working together to develop solutions to improve the services it offers to its current and future customers.

This tender will be for the procurement of solutions across 2 lots:

1. Business Telephony and Contact Centre;

2. Customer Relationship Management (CRM) and Mobile Working.

Suppliers are able to bid for one or both lots demonstrating their ability to meet Hanover’s requirements.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: yes

Tenders may be submitted for all lots

II.2)Description

II.2.1)Title:

Business Telephony and Contact Centre

Lot No: Lot 1

II.2.2)Additional CPV code(s)

32524000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

This is detailed in the Selection Questionnaire.

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

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

Duration in months: 120

This contract is subject to renewal: no

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged minimum number: 3

Maximum number: 6

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

II.2)Description

II.2.1)Title:

Customer Relationship Management (CRM) and Mobile Technology

Lot No: Lot 2

II.2.2)Additional CPV code(s)

48000000

72212445

48445000

72000000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

This is detailed in the Selection Questionnaire.

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

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

Duration in months: 120

This contract is subject to renewal: no

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged minimum number: 3

Maximum number: 6

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:

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

Competitive procedure with negotiation

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

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.1.5)Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations

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: 18/01/2017

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

IV.2.7)Conditions for opening of tenders

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:

The Contracting Authority intends to use an eTendering system in this procurement exercise.

Hanover reserves the right to cancel the procurement at any time and not to proceed with all or part of the Contracts. Hanover will not, under any circumstance, reimburse any expense incurred by bidders in preparing their SQ or tender submissions.

VI.4)Procedures for review

VI.4.1)Review body

Minister for the Cabinet Office acting through Crown Commercial Service
Rosebery Court, St Andrews Business Park
Norwich
NR7 0HS
United Kingdom

VI.4.2)Body responsible for mediation procedures

Minister for the Cabinet Office acting through Crown Commercial Service
Rosebery Court, St Andrews Business Park
Nowich
NR7 0HS
United Kingdom

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

In accordance with Part 3 of the Public Contracts Regulations 2015.

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

Minister for the Cabinet Office acting through Crown Commercial Service
Rosebery Court, St Andrews Business Park
Norwich
NR7 0HS
United Kingdom

VI.5)Date of dispatch of this notice:

14/12/2016