Tender for Out of Hours Call Handling Services

Tender for Out of Hours Call Handling Services

LQ is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services.

United Kingdom-Stratford: Call centre

2019/S 099-239964

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London and Quadrant Housing Trust
30441R
London and Quadrant Housing Trust
Stratford
E15 4PH
United Kingdom
Telephone: +44 3004569998
E-mail: procurement@lqgroup.org.uk
NUTS code: UK
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 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

Reference number: CUS00152

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

LQ is one of the largest providers of affordable housing in the UK, managing over 90 000 homes in London and the south east of England. Although LQ work with over 100 local authorities, almost 80 % of our homes are located in London boroughs. LQ have the largest development programme of any Registered Provider operating in the London area. Further information about LQ Group can be found at www.lqgroup.org.uk

II.1.5)Estimated total value

Value excluding VAT: 900 000.00 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)

II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:

II.2.4)Description of the procurement:

LQ is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The supplier will delivering the required services to customers in the UK comparative to the size and complexity of LQ. Managing telephone calls from LQ’s customers (or persons acting on their behalf) outside of LQ’s normal operating hours. The supplier shall provide an ‘Out of Hours’ (OOH) telephone call handling service (services) for residents of LQ and other organisations who LQ take inbound calls from on behalf of such as LQ Energy, LQ Living and Triathlon Homes who require LQ offered services such emergency repairs or urgent assistance for situations that have arisen. The services shall include other methods of contact such as webchat (this is not-exhaustive) as proposed by any successful bidder. In providing the services the supplier shall be required to make outbound calls also and may also be required to provide an inbound calls overflow facility during LQ’s normal operating hours. 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 LQ 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 all information. Enquiries may be made through the correspondence facility of LQ’s eSourcing portal Intend available at: https://in-tendhost.co.uk/lqgroup/aspx/Home

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: 900 000.00 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: yes
Description of options:

A potential for inbound calls overflow facility to be included in the contract. Indicative volumes are to be included in the evaluation. Please note the procurement documentation for more information.

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

List and brief description of selection criteria:

Please note the procurement documentation.

Minimum level(s) of standards possibly required:

Please note the procurement documentation.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

Please note the procurement documentation.

Minimum level(s) of standards possibly required:

Please note the procurement documentation.

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:
III.2.3)Information about staff responsible for the performance of 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: 2019/S 062-144000

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

Date: 21/06/2019
Local time: 12:00
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

IV.2.7)Conditions for opening of tenders

Date: 21/06/2019
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

Royal Courts of Justice
The Strand
London
WC2 2LL
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:

21/05/2019