Tender for Out of Hours Telephone Handling Service – London

Tender for Out of Hours Telephone Handling Service – London

This procurement process is to identify a suitable supplier to undertake the delivery of an ‘Out of Hours’ (OOH) telephone call handling service for residents of the Council and other organisations.

United Kingdom-Hackney: Telephone-answering services

2020/S 192-465185

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: London Borough of Hackney
Postal address: The Annexe, 2 Hillman Street
Town: Hackney
NUTS code: UKI LONDON
Postal code: E8 1DY
Country: United Kingdom
Contact person: Ms Judith Hughes
E-mail: judith.hughes@hackney.gov.uk
Telephone: +44 2083563000
Internet address(es):Main address: http://www.hackney.gov.uk

Address of the buyer profile: http://www.hackney.gov.uk

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://procontract.due-north.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Out of Hours Telephone Handling Service

 

Reference number: DN501237

II.1.2)Main CPV code

79510000 Telephone-answering services

II.1.3)Type of contract

Services

II.1.4)Short description:

This procurement process is to identify a suitable supplier to undertake the delivery of an ‘Out of Hours’ (OOH) telephone call handling service for residents of the Council and other organisations that Hackney Council takes inbound Calls from on behalf of. The supplier will provide a telephone call handling service outside of the Council’s normal operating hours of 9.00-17.00, weekends and bank holidays in addition to possible emergency response to support the council’s statutory duties. The supplier will be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer.

 

II.1.5)Estimated total value

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: UKI LONDON

II.2.4)Description of the procurement:

This procurement process is to identify a suitable supplier to undertake the delivery of an ‘Out of Hours’ (OOH) telephone call handling service for residents of the Council and other organisations that Hackney Council takes inbound Calls from on behalf of. The supplier will provide a telephone call handling service outside of the Council’s normal operating hours of 9.00-17.00, weekends and bank holidays in addition to possible emergency response to support the council’s statutory duties.The Council requires 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 be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer. The contract duration will be for 1 year with a 1-year optional extension. It is estimated that the new contract will commence April 2021.

 

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

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

Duration in months: 12
This contract is subject to renewal: yes
Description of renewals:

An additional 12 months.

 

II.2.9)Information about the limits on the number of candidates to be invited

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
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

Restricted 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

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

Date: 30/10/2020
Local time: 14:00
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

Duration in months: 3 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Official name: Royal Court of Justice
Postal address: Strand
Town: London
Postal code: WC2A 2LL
Country: United Kingdom
E-mail: administrativecourtoffice.generaloffice@hmcts.xgsi.gov.uk
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Review procedure are set out in the Public Contracts Regulations 2015. Proceeding under the Public Contract Regulations 2015 are time limited and any such proceeding must be brought in the High Court of England and Wales.

 

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

29/09/2020