Tender for Telephone Answering Services

Tender for Telephone Answering Services

Provision of a Customer Contact Centre for Booking Services.

United Kingdom-Hounslow: Telephone-answering services

2013/S 139-242663

Contract notice – utilities


Directive 2004/17/EC

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Heathrow Airport Limited
The Compass Centre, Supply Chain Department West Wing 2nd Floor, Nelson Road
Contact point(s): fiona_field@baa.com
For the attention of: Fiona Field
TW6 2GW Hounslow
Telephone: +44 7919045801
E-mail: fiona_field@baa.com

Internet address(es):

General address of the contracting entity: www.baa.com

Address of the buyer profile: www.tendersmart.com

Further information can be obtained from: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices

Tenders or requests to participate must be sent to: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices

I.2)Main activity

Airport-related activities
I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting entity:

Provision of a Customer Contact Centre for Booking Services
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 13: Advertising services
Main site or location of works, place of delivery or of performance: Heathrow Airport.
NUTS code
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s):

We are keen to hear from potential bidders about your capability to provide the customer contact centre for pre-booked parking (and other services) at Heathrow.
We’d like to understand the capacity present in the market place to meet this requirement.
Potential bidders are invited to review our current approach and aspiration and suggest effective ways of delivering a coordinated and flexible approach to the management and administration of our customer contact centre.
Solutions should drive both the provision of a high quality service and delivery of value for money.
The responses may inform the proposed tender of this activity, the delivery partner(s) for which will be selected by a subsequent formal tender process, subject to an individual contract notice.
II.1.6)Common procurement vocabulary (CPV)

79510000, 79512000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Information about lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions:
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
III.2.3)Technical capacity
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria
IV.2.1)Award criteria
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting entity:

IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 19.7.2013 – 16:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

23.7.2013 – 10:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Date: 24.7.2013 – 12:00


Persons authorised to be present at the opening of tenders: yes
Heathrow Tender Panel.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information:

Voluntary Notice:
This document constitutes a voluntary contract notice and accordingly the procurement is not subject to Directive 2004/17/EC or the Utilities Contracts Regulations 2006 (as amended). As such, the Contracting Entity does not consider itself bound by those Regulations in any way. Any references to the EC Directive 2004/17/EC or the Utilities Contracts Regulations 2006 (as amended) in the contract notice, Tender Documents or any other tender documents should be read with this in mind. While the Contracting Entity is basing this tender process on the negotiated procedure provided for in the Regulations, it does not consider itself bound by the provisions regarding that procedure and reserves the right to depart from that procedure as provided for in the Regulations at any time.
Registering interest: Interested suppliers are required to submit the information requested by uploading responses to www.tendersmart.com as follows:

Instructions for registering interest: Interested suppliers must register their company and contact profile by clicking on the link for this notice on the “Business Opportunities” menu of the www.tendersmart.com web site and by following the instructions below:

First, interested suppliers who are not already registered on TenderSmart must register their company profile via “Supplier Zone > New Supplier” menu. Suppliers already registered on TenderSmart can go direct to the second step.
Second, all interested suppliers must access this Notice via the “Business Opportunities” menu to express interest by following the online instructions and uploading the requested information before the indicated deadline (see Section IV paragraph 3.4).
Further information: To evaluate their suitability, interested suppliers, when responding to this notice are requested to provide information which demonstrates their ability to comply with the award criteria. (Failure to do so will result in their request being rejected). Heathrow Airport Limited does not bind itself to accept any proposal. In evaluating their suitability, suppliers may be further requested to provide to Heathrow Airport Limited additional information e.g.further written submissions, presentations, reference visits/inquiries and/or attend an interview.
As documentation associated with this process will be made available and exchanged via www.tendersmart.com interested suppliers are required to register on the site. Please refer to this site for terms and conditions. Registering interest in this project does not guarantee inclusion of the party on the tender enquiry list. There is no cost associated with registration, expression of interest, or accessing the tender documentation, (where invited). However, to submit a bid at tender stage, then there will be an TenderSmart administration fee. Fee information can be found on the TenderSmart website through selecting the “How It Works” tab and then downloading the “Participant Agreement”. Please ensure responses are concise and overall less than 10MB. Your document should be uploaded as a single PDF document on to http://www.tendersmart.com. For further information on registration or other aspects of TenderSmart please contact: Frédéric Garat: frederic.garat@tendersmart.com ; + 33 (0)1 41 90 04 30. Heathrow Airport Limited reserves the right to disqualify any candidate who provides information or confirmation which later proves to be untrue or incorrect or does not supply information when requested.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: A standstill period will be incorporated 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 Utilities Contracts Regulations (SI 2006 No 6) 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.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:16.7.2013