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

2014/S 196-346922

Contract notice

Services

Directive 2004/18/EC

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
UNITED KINGDOM
E-mail: etenders@uclan.ac.uk
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

Ministry or any other national or federal authority, including their regional or local sub-divisions

I.3)Main activity

Education

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:

Customer Service Desk.

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

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Preston, Lancashire.
NUTS code

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 University of Central Lancashire is seeking expressions of interest for a contract for the supply and installation of Customer Service Desk system. Companies must have the proven experience, expertise and capability to support the installation of the system to meet the needs of the business. The University recently reviewed our Customer Service Desk needs and we wish to procure a system that will address the needs of the University in achieving its strategic objectives.
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)

48000000, 48900000

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

The contract is covered by the Government Procurement Agreement (GPA): no

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:

II.2.2)Information about options

Options: yes
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

This contract is subject to renewal: yes

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

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

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

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

III.1.4)Other particular conditions

III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Details in the PQQ.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Details in the PQQ.

III.2.4)Information about reserved contracts

III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted

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

Envisaged number of operators: 5
Objective criteria for choosing the limited number of candidates: A PQQ will be issued.

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

An electronic auction will be used: no

IV.3)Administrative information

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

ITP14-07

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

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

Payable documents: no

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

9.11.2014

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

IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

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:

10.10.2014