Tender for National Helpline and Commercial Property Helpdesk
Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.
United Kingdom-London: Call centre
2017/S 174-357206
Contract notice – utilities
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)Name and addresses
1 Eversholt Street
London
NW1 2DN
United Kingdom
Contact person: Tracy Ambris-Okubanjo
E-mail: tracy.ambris@networkrail.co.uk
NUTS code: UK
Address of the buyer profile: http://networkrail.bravosolution.co.uk/web/login.html
I.3)Communication
I.6)Main activity
Section II: Object
II.1.1)Title:
National Helpline and Commercial Property Helpdesk.
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.
The service is 24/7, 365 days a year and covers telephony, live chat, email and letter processing and the management of the @networkrail Twitter feed.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Network Rail requires a National Helpline Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.
The service is 24/7, 365 days a year and covers telephony, live chat, email and letter processing and the management of the @networkrail Twitter feed.
II.2.5)Award criteria
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.9)Information about the limits on the number of candidates to be invited
As stated in the Instructions to Participants.
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
As indicated in the procurement documents.
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.4)Objective rules and criteria for participation
As indicated in the procurement documents.
III.1.6)Deposits and guarantees required:
As indicated in the procurement documents.
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As indicated in the procurement documents.
III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
As indicated in the procurement documents.
III.2.2)Contract performance conditions:
As indicated in the procurement documents.
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.1)Previous publication concerning this procedure
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Section VI: Complementary information
VI.1)Information about recurrence
72 months.
VI.2)Information about electronic workflows
VI.3)Additional information:
As this requirement will involve the handling of sensitive data, Network Rail will require all potential bidders to demonstrate they have suitable protection against common cyber attacks. This can be demonstrated through certification by the governments Cyber Essentials programme if you do not already hold ISO27001.
You can find out more information about obtaining this certification at:
https://www.gov.uk/government/publications/cyber-essentials-scheme-overview
VI.4.1)Review body
London
United Kingdom
VI.4.3)Review procedure
Precise information on deadline(s) for review procedures: Network Rail will incorporate a 10 calendar day standstill period after notification to unsuccessful bidders and until such point will not enter into a contract for this requirement. Bidders considering lodging an appeal must do so within this timescale in order to allow Network Rail to consider such an appeal. Successful appeals after the conclusion of contract award can only be dealt with through the processes available as described above.
VI.4.4)Service from which information about the review procedure may be obtained
1 Eversholt Street
London
United Kingdom
VI.5)Date of dispatch of this notice: