UK-Bristol: call centre

UK-Bristol: call centre

Provision of floodline multi media contact centre service

2012/S 10-015482

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Environment Agency
Horizon House, Deanery Road
Contact point(s): Contracts Manager
For the attention of: Lu Slade
BS1 5AH Bristol
UNITED KINGDOM
Telephone: +44 1179344491
E-mail: lu.slade@environment-agency.gov.uk

Internet address(es):

General address of the contracting authority: www.environment-agency.gov.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

National or federal agency/office
I.3)Main activity

Environment
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Provision of floodline multi media contact centre service.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: UK.
NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement

Framework agreement with a single operator
Duration of the framework agreement

Duration in years: 4
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 1 000 000 and 25 000 000 GBP

II.1.5)Short description of the contract or purchase(s)

The floodline service is to provide a multi media communications channel contact centre service that provides the public with flood risk information and advice. It requires a fully outsourced contact centre service that includes a live agent call centre and other automated and interactive communication media, including interactive voice response (IVR), SMS, instant messaging (IM) and other media.
The floodline service operates in England and Wales, and in Scotland on behalf of the Scottish Environment Protection Agency (SEPA). The service must provide pre-recorded information and the opportunity to report flooding 24 hours a day. The live agent call centre service must be able to provision for call volumes during steady state and scale up during times of flooding, when the flood event status will initiate a 24 hours service to meet high call demands that can exceed 1 000 calls per hour. The service level requirements shall be similar to those provided by the emergency services. This framework will also be made available for other government departments or contracting authorities to utilise in order to provide similar incident management and advice services that require call centre and multi media communication provision.
II.1.6)Common procurement vocabulary (CPV)

79512000, 48512000, 48500000, 79510000

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

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

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

Variants will be accepted: yes
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Estimated value excluding VAT:
Range: between 1 000 000 and 25 000 000 GBP
II.2.2)Information about options

Options: no
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 48 (from the award of the contract)

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

The performance of the contract is subject to particular conditions: no
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

Information and formalities necessary for evaluating if the requirements are met: Evidence of economic and financial standing and technical competence will be required, each application will be sent a questionnaire.
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

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

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

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged number of operators: 6
IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
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 authority:

26645
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

20.2.2012
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening tenders

Persons authorised to be present at the opening of tenders: no

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

Right to cancel always.
The Environment Agency reserves the right to discontinue the procurement process at any time, which shall include the right not to award a framework or contract, and does not bind itself to accept the lowest tender, or any tender received, and reserves the right to award the framework or contract in part, or to call for new tenders should it consider this necessary.
The Environment Agency shall not be liable for any costs or expenses incurred by any candidate or tenderer in connection with the completion and return of the information requested in this contract notice, or in the completion or submission of any tender.
Other authorities involved if applicable.
This contract/framework is primarily intended to meet the needs of the Environment Agency. The Agency may require the successful bidder(s) to provide the goods/services on the same terms that are agreed as a result of this tender to the Department of the environment, food and rural affairs, and to its associated bodies including any Agencies and non departmental public bodies. A full list can be found at:
http://archive.defra.gov.uk/corporate/about/with/delivery/landscape/documents/public-bodies.pdf

Similarly the contractor may be required to supply the Scottish Environmental Protection Agency, the Northern Ireland Environment Agency, the Welsh Assembly Government, including its Agencies, and the Forestry Commission, including its Executive Agencies.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:13.1.2012