Supply and Installation of Customer Service Desk
The University of Central Lancashire is seeking expressions of interest for a contract for the supply and installation of Customer Service Desk system.
United Kingdom-Preston: Software package and information systems
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
University of Central Lancashire
Purchasing Office, Sizer House
For the attention of: Alison Thomas
PR1 7DR Preston
Fax: +44 1772892954
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Preston, Lancashire.
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
The procurement process will be run in accordance with European legislation as applicable to a service under the provisions of the Public Sector Services Regulations. The contract will be for an initial period of two years from the “in-service” (live) date with the option to extend for up to two further twelve month periods.
Respondents who wish to tender must complete and returned the pre-qualification questionnaire (PQQ) by the closing date of 13.11.2014. A maximum of five bidders will be invited to tender and will be required to fully demonstrate the functionality of the offered Customer Service Desk System.
Bidders may express interest in tendering for the following:
The University of Central Lancashire (UCLan) is a World Class modern teaching and research University with campuses in Preston, Burnley, Westlakes and Cyprus. The University is home to a diverse community of around 25,000 students, from the UK and overseas, and delivers over 165 000 classes per year.
We offer a portfolio of around 500 undergraduate and 200 postgraduate courses based on a modular structure, allowing students flexibility and choice. The current academic year features around 7 000 modules, with over 87 000 individual student-module associations. Disciplines include Architecture, Business, Social Work, Art, Design and Performance, Dentistry, Education and Social Science, Forensics, Sports Science, Tourism, Journalism, Digital Media, Literature, Languages, Law, Health, Pharmacy, Psychology, Computing, Engineering and Physical Sciences.
The University of Central Lancashire strives to provide excellent customer service to students, staff and stakeholders. UCLan currently has a Customer Support Team who provide IT support as well as manage course enquiries and the switchboard. Currently IT support is managed via a help-desk platform developed internally on SharePoint. In addition UCLan has a student support service called The ‘i’, which provides a one stop shop service for all student queries. The new Customer Service Desk will enable UCLan to effectively manage customer queries to both LIS Customer Support and The ‘i’ via all contact methods. It is important that UCLan is both able to manage customer queries quickly and effectively as well as collect rich management information on the usage of the services for continual review and improvement.
In terms of staffing it is estimated that usage will include 25 Customer Support Team staff, 25 staff from The ‘i’ Team, 100 LIS staff, 250 staff across UCLan, plus 30 000 students who may potentially use the knowledge base or log their own calls.
The new customer service desk will be required to:
— Enable effective management of IT support calls, student support calls and service requests;
— Provide high quality self-service functionality with integrated knowledge base.
Integrate with or enable data to by imported from and pushed to relevant university systems including Mitel telephony system, User Reg / Forefront Identify Management, (Ellucian — Banner) and Achiever Educational Solutions;
— Link with relevant Social Media including Facebook and Twitter;
— Provide quick query log functionality for when a call is not required;
— Provide effective management information on all aspects of service provided through the system including reporting functionality as well as the ability to extract the raw data.
The successful vendor will be required to:
— Demonstrate successful deployment at other UK based HEIs;
— Supply, configure, deploy, test and handover software tools;
— Provide user training;
— Provide and support the implementation of software upgrades, service releases, patches etc. for a period of two years from the ‘in-service’ (live) date with the option to extend for up to two further 12 month periods. Service to include any customised elements included in the solution;
— Provide technical and help desk support for the contract period. Service to include any customised elements included in the solution;
— Provide any technical expertise (programmers, analysts and technicians) that is required throughout the assignment.
II.1.6)Common procurement vocabulary (CPV)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.2)Information about options
Description of these options: 2 year initial contract with option to extend by up to two further 12 month periods.
II.2.3)Information about renewals
Section III: Legal, economic, financial and technical information
III.2.2)Economic and financial ability
Details in the PQQ.
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Objective criteria for choosing the limited number of candidates: A PQQ will be issued.
IV.2.2)Information about electronic auction
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
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
Section VI: Complementary information
VI.2)Information about European Union funds
VI.5)Date of dispatch of this notice: