Tender for Customer Services Contact Centre

Tender for Customer Services Contact Centre

Customer Services Contact Centre, Billing and Debt Management Services.

United Kingdom-Belfast: Business services: law, marketing, consulting, recruitment, printing and security

2013/S 152-265665

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Northern Ireland Water
Finance and Regulation, Westland House, Old Westland Road
For the attention of: Maria Bunting McGeown
BT14 6TE Belfast
UNITED KINGDOM
Telephone: +44 2890354657
E-mail: sourcing@niwater.com

Internet address(es):

General address of the contracting entity: www.niwater.com

Address of the buyer profile: https://e-sourcingni.bravosolution.co.uk/web/login.shtml

Further information can be obtained from: The above mentioned contact point(s)

I.2)Main activity

Water
I.3)Contract award on behalf of other contracting entities

Section II: Object of the contract

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

C686 – Customer Services Contact Centre, Billing and Debt Management Services.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 11: Management consulting services [6] and related services
Main site or location of works, place of delivery or of performance: Belfast City Centre.
NUTS code UKN

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 Applicant will provide business management and support services to NI Water as the client in the following areas:
1) Operational Services.
a. Contact Handling Service – fully manned operational call centre.
b. Business Policies and Procedures, Process and Workflow Management.
c. CRM Services and Systems.
d. Customer Analytics.
e. Key Account Management.
f. Customer Complaint Handling and Support.
g. Case Management.
h. Document Management.
i. Business Support Services and Management Administration.
j. Accommodation
2) Billing and Debt Management Services.
a. Billing and Debt Management Team – fully manned.
b. Billing Policies and Procedures, Process and Workflow Management.
c. Billing System and Related Services.
d. Operational Field Equipment – Meter Reading Systems and Hardware.
e. Operational Field Team.
f. Bill Print Generation, Production and Distribution Services.
g. Payment Processing, Refunds, and Customer Statements.
h. Disconnection and Reconnection Process Management.
i. Management of Outside Collection Agencies and Litigation.
j. Business Support Services and Management Administration.
3. Potential for all above for domestic billing
Contract duration – 72 months plus option to extend up to a further 48 months (24 + 24).
II.1.6)Common procurement vocabulary (CPV)

79000000, 75112000, 79400000, 79342310, 38421100, 79342300, 79512000, 48444100, 79211000, 48445000, 72000000

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

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Information about lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Estimated value excluding VAT: 109 000 000 GBP
II.2.2)Information about options

Options: no
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 120 (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:

A candidate submitting parent company support for the purposes of financial assesment will be required to produce parent company guarantee.
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:

No special legal form is currently required but if the contract is awarded to a consortium, NI Water may require the consortium to form a legal entity before entering the contract.
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

Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed on the basis of information provided in response to a pre-qualification questionnaire:
https://e-sourcingni.bravosolution.co.uk/web/login.shtml

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed on the basis of information provided in response to a pre-qualification questionnaire:
https://e-sourcingni.bravosolution.co.uk/web/login.shtml

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed on the basis of information provided in response to a pre-qualification questionnaire:
https://e-sourcingni.bravosolution.co.uk/web/login.shtml

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

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate
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 entity:

C686 – Customer Services Contact Centre, Billing and Debt Management Services.
IV.3.2)Previous publication(s) concerning the same contract

Periodic indicative notice

Notice number in the OJEU: 2012/S 174-287751 of 11.9.2012

IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 10.9.2013 – 12:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

10.9.2013 – 12:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about 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:2.8.2013