Tender for Out of Hours Call Handling Services – London and Quadrant Housing Trust

Tender for Out of Hours Call Handling Services – London and Quadrant Housing Trust

To deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation.

United Kingdom-Stratford: Call centre

2020/S 095-228347

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: London and Quadrant Housing Trust
National registration number: 30441R
Town: Stratford
NUTS code: UK
Postal code: E15 4PH
Country: United Kingdom
Contact person: Danny Carragher
E-mail: dcarragher@lqgroup.org.uk
Telephone: +44 3004569998
Internet address(es):Main address: http://www.lqgroup.org.uk

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

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://in-tendhost.co.uk/lqgroup/aspx/Home
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://in-tendhost.co.uk/lqgroup/aspx/Home
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Out of Hours Call Handling Services (2020)

Reference number: CUS00208

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. Please see section 2.4 or the procurement documentation for more details.

II.1.5)Estimated total value

Value excluding VAT: 1 400 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

79512000
79342300
79510000

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

II.2.4)Description of the procurement:

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q’s behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L and Q’s eSourcing portal (In-Tend).

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 1 400 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 60
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

Please note the procurement documentation.

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

Please note the procurement documentation.

III.2.3)Information about staff responsible for the performance of the contract

Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2020/S 087-209371

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 15/06/2020
Local time: 11:59
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:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Tender must be valid until: 31/12/2020

IV.2.7)Conditions for opening of tenders

Date: 15/06/2020
Local time: 12:00
Place:

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Official name: Royal Courts of Justice
Postal address: The Strand
Town: London
Postal code: WC2 2LL
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

13/05/2020