Tender for Shared Contact Centre Solution

Tender for Shared Contact Centre Solution

Shared Contact centre platform Framework available for use by all Welsh Local Authorities.

United Kingdom-Barry: Software package and information systems

2018/S 172-390580

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Vale of Glamorgan Council
Civic Offices, Holton Road
CF63 4RU
United Kingdom
Telephone: +44 1446700111
E-mail: procurement@valeofglamorgan.gov.uk
NUTS code: UKL22
I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: https://etenderwales.bravosolution.co.uk/web/login.shtml
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://etenderwales.bravosolution.co.uk/web/login.shtml

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


Shared Contact Centre Solution

Reference number: itt_68635

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Shared Contact centre platform framework available for use by all Welsh Local Authorities as detailed in the advert and documentation.

II.1.5)Estimated total value

Value excluding VAT: 9 565 417.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKL
Main site or place of performance:

The Vale of Glamorgan, Wrexham and Rhondda Cynon Taff Councils

II.2.4)Description of the procurement:

The Vale of Glamorgan, Wrexham and Rhondda Cynon Taf Councils (the Authority’s) wish to procure a shared contact centre platform (the platform) which will be open to those other contracting authorities listed below and within Appendix G of the tender documents.

1) Blaenau Gwent;

2) Bridgend County Borough Council;

3) Caerphilly County Borough Council;

4) City and County of Cardiff;

5) Carmarthenshire County Council;

6) Ceredigion County Council;

7) Conwy County Borough Council;

8) Denbighshire County Council;

9) Flintshire County Council;

10) Gwynedd County Council;

11) Isle of Anglesey County Council;

12) Merthyr Tydfil County Borough Council;

13) Monmouthshire County Council;

14) Neath Port Talbot County Borough Council;

15) Newport City Council;

16) Pembrokeshire County Council:

17) Powys County Council:

18) Rhondda Cynon Taf County Borough Council:

19) City and County of Swansea:

20) Torfaen County Borough Council:

21) Vale of Glamorgan Council:

22) Wrexham County Borough Council:

23) Welsh Government.

In other words all Welsh Local Authorities and Welsh Government can access this Framework Agreement although there is no guarantee that they will the Vale of Glamorgan Council has agreed to act as lead authority for this procurement.

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: 48
This contract is subject to renewal: yes
Description of renewals:

36 months with the option to extend for a further 12 months

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

Please note that 29/10 -02/11/2018 is the proposed schedule for any clarification meetings.

It should also be noted that the successful bidder appointed to the Framework will need to work with the Vale of Glamorgan council to ensure that telephony and workforce optimisation is in place by 1.2.2019.

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

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

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement
Framework agreement with a single operator
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: yes
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: 08/10/2018
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:


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

Date: 08/10/2018
Local time: 12:00

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:

This framework Procurement is being run through e-tenderwales.


The ITT reference is: itt_68635

Please direct any questions or queries through the e-tender Wales portal. We cannot accept or respond to any queries outside of the portal. The deadline for receipt of questions on the portal is 1.10.2018.

As stated this framework is open to all the Local Authorities in Wales and the Welsh Government and as listed in this advert and the tender documents.

Deadlines are stated in the ITT documents, however please note that should clarification meetings be required after tender submission then the week of 29 October to 02 November has been provisionally scheduled. Further details will be supplied if necessary.

Note: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=85144

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

Please see tender documents

(WA Ref:85144)

VI.4)Procedures for review

VI.4.1)Review body

Vale of Glamorgan Council
Civic Offices, Holton Road
CF63 4RU
United Kingdom
Telephone: +44 1446709767Internet address: http://www.valeofglamorgan.gov.uk
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: