Voice Over Internet Protocol Telephony Services Contract

Voice Over Internet Protocol Telephony Services Contract

Lewes District Council and Eastbourne Borough Council are seeking expressions of interest from suitably qualified and experienced organisations to undertake its new Telephony Supply Contract.

United Kingdom-Eastbourne: Telephone equipment

2016/S 123-221091

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Eastbourne Borough Council
East Sussex
Contact point(s): Rachel Ayres
For the attention of: 1 Grove Road
BN21 4TW Eastbourne
United Kingdom
Telephone: +44 01323410000

Internet address(es):

General address of the contracting authority: www.eastbourne.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: Eastbourne Borough Council
East Sussex
For the attention of: 1 Grove Road
BN21 4TW Eastbourne
United Kingdom
Telephone: +44 01323410000
Internet address: www.sesharedservices.org.uk/esourcing

I.2)Type of the contracting authority

Regional or local authority

I.3)Main activity

General public services

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

The contracting authority is purchasing on behalf of other contracting authorities: yes

Joint Procurement with Lewes District Council

Section II: Object of the contract


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

Voice Over Internet Protocol Telephony Services Contract.

II.1.2)Type of contract and location of works, place of delivery or of performance


NUTS code UKJ22

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)

Lewes District Council (LDC) and Eastbourne Borough Council (EBC) are seeking expressions of interest from suitably qualified and experienced organisations to undertake its new (VoIP) Telephony Supply Contract under contractual arrangements set out in more detail in the documentation accompanying this notice. The contract is expected to be for 5 years with an option to extend it for a further 2.
EBC and LDC are seeking a single, modern, functioning telephony and contact centre solution that will:
— Replace LDC’s existing (hosted) telephony service and upgrade and/or improve the EBC Mitel platform.
— Support shared services, including a joint contact centre that can operate across multiple locations, retention of both councils’ existing number ranges.
— Integrate via CTI with the councils’ customer relationship management system (Civica Connect360).
— Enable improvements to customer service, including the ability to handle up to 100 concurrent calls into the contact centre.
— Provide high-quality management information to enable performance management of call handling staff, demand forecasting and to help plan services more effectively.
— Support flexible working practices for staff including home and mobile working.
— Ensure resilience, including fail-over to either primary site in the event of loss of service at the other.
The procurement of this contract will be conducted using a Competitive Procedure with Negotiation, where the councils reserve the right to award the contract once initial tenders have been evaluated.
The Pre-Qualification questionnaire will be comprised of mandatory Pass/Fail Questions and 7 qualitative evaluation questions, which will be scored out of 100 and enable the evaluation panel to deselect to 5 suppliers. The Evaluation criteria for the Invitation to Tender will be based on Quality and Price.

II.1.6)Common procurement vocabulary (CPV)

32550000, 32543000, 32551400

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

The contract is covered by the Government Procurement Agreement (GPA): yes


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:

Estimated value excluding VAT: 180 000 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

Starting 31.10.2016. Completion 30.10.2023

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

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

Some candidates have already been selected (if appropriate under certain types of negotiated procedures) no

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

Envisaged number of operators: 5

Objective criteria for choosing the limited number of candidates: As indicated in the PQQ documentation available athttps://www.sesharedservices.org.uk/esourcing

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 yes
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:

EBBC – 008119

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


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

25.7.2016 – 13:00

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

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

Section VI: Complementary information

VI.1)Information about recurrence

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
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:



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