Telephone Based Customer Service Centre

Telephone Based Customer Service Centre

The volume of calls answered over the past 12 months circa 41 700 calls on a variety of social housing issues. The contract is for an initial period of 3 years plus an option to extend for a further 2 years.

UK-Birmingham: telephone-answering services

2012/S 185-304461

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Family Housing Association (Birmingham) Ltd
Bordesley House 44/46 Coventry Road
For the attention of: Mr Peter Mottershead
B10 0RX Birmingham
UNITED KINGDOM
Telephone: +44 2476437052
E-mail: peter.mottershead@servicematters.uk.com

Internet address(es):

General address of the contracting authority: www.family-housing.co.uk

Address of the buyer profile: www.housingprocurement.com

Further information can be obtained from: Family Housing Association (Birmingham) Ltd
Service Matters is carrying out this procurement exercise on behalf of Family Housing Association (Birmingham) Ltd. All information is available by registering on www.housingprocurement.com and downloading all the documents. Difficulties or queries with the website should be addressed in the first instance to Adam Mottershead Tel +44 2476438393

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Family Housing Association (Birmingham) Ltd
All documents are available to download from www.housingprocurement.com providers will need to register on the web site (free) and express an interest. An email will then provide a link to the information.

Tenders or requests to participate must be sent to: Family Housing Association (Birmingham) Ltd
All requests to participate must be lodged via the e-tendering system at www.housingprocurement.com. Prospective providers must register on website and then express an interest in the project. An email will automatically follow detailing how to access to all documents

I.2)Type of the contracting authority

Body governed by public law
I.3)Main activity

Housing and community amenities
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Family Housing Association (Birmingham) Ltd – Telephone Based Customer Service Centre.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services
Main site or location of works, place of delivery or of performance: The main place of performance will be Family Housing Association (Birmingham) Ltd central office at Bordesley House 44/46 Coventry Road Birmingham B10 0RX.
NUTS code UKG31

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

Duration of the framework agreement

Duration in months: 60

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

Family Housing Association (Birmingham) Ltd is a Registered Provider of Social Housing based in central Birmingham managing 2,467 homes located in Birmingham, Black Country and North Warwickshire area.
Family Housing Association (Birmingham) Ltd is looking to appoint a qualified and experienced provider of telephone based services, preferable already delivering a similar service within the social housing sector. The requirement is to manage all incoming telephone calls on a 24 hour a day, 7 days a week and 365 days per year basis in accordance with Family Housing Association (Birmingham) Ltd corporate salutation, procedures, processes and service standards.
The volume of calls answered over the past 12 months circa 41 700 calls on a variety of social housing issues.
The contract is for an initial period of 3 years plus an option to extend for a further 2 years.
Please note: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this contract.
A draft specification of the services required can be download by expressing an interest in the project via website www.housingprocurement.com.

II.1.6)Common procurement vocabulary (CPV)

79510000, 79512000

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:

The requirement is to manage all incoming telephone calls on a 24 hour a day, 7 days a week and 365 days per year basis in accordance with Family Housing Association (Birmingham) Ltd corporate salutation, procedures, processes and service standards.
The volume of calls answered over the past 12 months circa 41 700 calls on a variety of social housing issues.
The contract is for an initial period of 3 years plus an option to extend for a further 2 years.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this contract.
A draft specification of the services required can be download by expressing an interest in the project via website www.housingprocurement.com.

II.2.2)Information about options

Options: yes
Description of these options: Option will include a unilateral and discretionary option for Family Housing Association (Birmingham) Ltd to extend the initial term of the contract for a period of 24 months.
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 60 (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:

The deposits, guarantees or bonds required by Family Housing Association (Birmingham) Ltd will be set out in the contract documents.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

The terms concerning finance and payment will be set out in the contract documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Joint and several 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: Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Applicants will be required to complete a pre-qualification questionnaire (PQQ) consistent with the provisions of Directive 2004/18/EEC. The PQQ is available to download by expressing an interest in the project on the website www.housingprocurement.com. PQQ must be returned by the date stipulated in IV.3.4.

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

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: Selection and evaluation criteria is set out in the pre-qualification questionnaire which is available to download by expressing an interest in the project on the website www.housingprocurement.com.

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:

PP334
IV.3.2)Previous publication(s) concerning the same contract

no
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

29.10.2012 – 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
IV.3.8)Conditions for opening 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

Family Housing Association (Birmingham) Ltd reserves the right not to award any agreement or to award any individual services pursuant to an agreement. Applicants should therefore note submission to Family Housing Association (Birmingham) Ltd does not guarantee any level /amount of work. Family Housing Association (Birmingham) Ltd will not in any circumstances, reimburse any expense incurred by the applicants in preparing their pre-qualification or tender submission.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM

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:21.9.2012