Tender for Out of Hours Library Service – Plymouth
Library and Digital Support is responsible for library, information management, and IT open access services.
United Kingdom-Plymouth: Reception services
Section I: Contracting authority
I.1)Name and addresses
Contact person: Procurement
Telephone: +44 1752582057
NUTS code: UKK41
Internet address(es):Main address: https://in-tendhost.co.uk/plymouthuni
Address of the buyer profile: https://www.plymouth.ac.uk/your-university/about-us/university-structure/service-areas/procurement
I.4)Type of the contracting authority
Section II: Object
Out of hours Library Service
II.1.2)Main CPV code
II.1.3)Type of contract
Out of Hours Library Assistant / Concierge Services.
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:
Library and Digital Support (LDS) is responsible for library, information management, and IT open access services, and works closely with Technology and Information Services to deliver information services. The Customer Experience Team (CET) are based in the Charles Seale-Hayne Library and are responsible for the delivery of a comprehensive 24/7/365 Library and IT enquiry service. Out of hours provision includes first line assistance and advice to customers, recording information using call management software (Sunrise ITSM). Phone calls to the University’s IT Service Desk are also redirected to the library for resolution or referral. The services currently being tendered are to cover the period 20:00 to 08:00 per day: Bidders should note that during term time (x37 weeks) Library staff are on duty until 00:00, and from 6:00 – with the core outsourced provision ‘sole working’ from 00:00 to 6:00. During vacations (15 weeks) the whole working period is ‘sole working’. Enquiries may cover but are not limited to:
— Building access,
— Directional enquiries,
— Library membership,
— Printing, copying and resource access (Primo resource discovery) troubleshooting,
— Media sales and equipment support,
— Assistive technology support,
— Access and use of University systems and services e.g. Digital Learning Environment and Eduroam,
— User accounts management (Library or IT) using the Alma Library Management System or IT account tools,
— Effective and efficient fault reporting using Sunrise ITSM Frontline staff are the ‘face of the service,’ it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service. With that in mind excellent interpersonal, verbal and written communication and customer-care skills are essential. Good working knowledge of Microsoft Word / Excel / Outlook is also a requirement. CET are also responsible for learning spaces, ensuring a high quality customer experience accessible by all user groups as well as the health and safety of staff and users within these spaces, including the security of stock and equipment. They ensure library stock is made accessible to users by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy to make best use of available space. The confidence to work unsupervised / use own initiative will be expected. For the sake of clarity, the University is not looking for security services per se, but for out of hours Library Assistant provision
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Propsed Term 3 + 1 + 1 years
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
III.1.2)Economic and financial standing
VAT number, statement of last 3 years` turnover, evidence of Insurances held, statement of contingent liability or loss, statement of any pending litigation. Evidence shall be required from the successful bidder(s).
Economic operators must be able to demonstrate that they have been trading for at least 2 years and that the turnover of the office(s) providing the service is not less than 2 times the potential contract value per annum.
III.1.3)Technical and professional ability
Statement of facilities and technical resources, average manpower and managerial staff, details of quality assurance procedures, details of technicians / technical bodies who can assist.
Bidders must be able to demonstrate their experience of providing similar services.
Section IV: Procedure
IV.1.1)Type of procedure
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.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
The University will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into The Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
VI.5)Date of dispatch of this notice: