Tender for Appointment and Queue Management System

Tender for Appointment and Queue Management System

Provision of an Enquiry, Appointment and Queue Management System for the University of Birmingham.

UK-Birmingham: Customer Relation Management software package

2013/S 024-037545

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

University of Birmingham
For the attention of: Jaina Rathod
B15 2TT Birmingham
Telephone: +44 1214158806
E-mail: j.rathod@bham.ac.uk

Internet address(es):

General address of the contracting authority: http://www.bham.ac.uk

Address of the buyer profile: https://in-tendhost.co.uk/universityofbirmingham

Electronic access to information: https://in-tendhost.co.uk/universityofbirmingham

Electronic submission of tenders and requests to participate: https://in-tendhost.co.uk/universityofbirmingham

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

Body governed by public law
I.3)Main activity

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

Provision of an Enquiry, Appointment and Queue Management System for the University of Birmingham
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 1: Maintenance and repair services
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
II.1.5)Short description of the contract or purchase(s)

The University of Birmingham is seeking to procure an Enquiry, Appointment and Queue Management System.
The Aston Webb building is being redeveloped to co locate a range of student services, currently dispersed across campus, into a central Student Hub. These services include but are not limited to Student Enquiry Services, Student Funding Office, International Student Advisory Service, Careers Network and Student Support (Disability, Mental Health, Counselling and Wellbeing Services). The redeveloped building and co located services are due to open to students in summer 2014.
The key objective of this project is to move towards greater service integration, providing a more seamless service to students resulting in an improved overall experience.
To facilitate this objective, a new model of customer service delivery has been developed for implementation in the Student Hub. The model aims to improve the way information, advice and guidance is delivered to students, empower students to self serve and to resolve the majority of student queries at the first point of contact.
Key to the successful realisation of this model will be the implementation of relevant technologies, both soft and hardware, within the Student Hub with the potential to extend these out to the Colleges.
The systems need to enable greater service integration by allowing teams to share appropriate information, enable as many queries as possible to be resolved at the first point of contact e.g. through greater information sharing and easier access to quality information, enable greater self service e.g. students being able to book appointments online find information online through FAQs knowledgebase and meet the increasing expectations of students e.g. text alerts reminders and mobile access to systems.
From a range of staff and student engagement activities it has been established that the key requirements needed to support the Student Hub are
Enquiry Management Centralised recording, managing and reporting of student enquiries received through a range of entry points.
Appointment Management Scheduling and management of appointments including rooms, staff and equipment.
Queue Management software and hardware Management and coordination of visitors to enquiry points and appointment waiting area within the Student Hub.
Integration between these components is key therefore when responding to the Pre Qualification Questionnaire PQQ Tenderers must be able to demonstrate that they have a solution can fulfil both Enquiry Management and Appointment Management components at a minimum. Any PQQ responses that in the Universitys judgement are unable to demonstrate their ability to meet these requirements will not be considered. Those Tenderers unable to meet the Queue Management element are still encouraged to submit a PQQ response however must note that the University will be unable to apply a score to this section and thus those suppliers will be at a disadvantage.
Tenderers will be shortlisted based on the overall score obtained. If you are shortlisted, you may be asked to provide access to a fully functioning sandbox at some point during the next phase.
The Student Hub opens in Summer 2014 therefore, suppliers must be able to meet the below timescales.
Begin software implementation from Autumn 2013.
Training and roll out to staff from Spring 2014.
Business as usual use in Hub for Summer 2014.
II.1.6)Common procurement vocabulary (CPV)

48445000, 72212445

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

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

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: no
II.2.3)Information about renewals

This contract is subject to renewal: no
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:

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

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: As per the PQQ and tender documentation.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As set out in the PQQ and tender documentation.
Minimum level(s) of standards possibly required: As set out in the PQQ and tender documentation.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As set out in the PQQ and tender documentation.
Minimum level(s) of standards possibly required:
As set out in the PQQ and tender documentation.
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

competitive dialogue
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: As set out in the PQQ and tender documentation.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
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:

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: 5.3.2013 – 12:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

5.3.2013 – 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

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Persons authorised to be present at the opening of tenders: no

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

not applicable

Body responsible for mediation procedures

not applicable

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

not applicable

VI.5)Date of dispatch of this notice:31.1.2013