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Telephone-answering services

Published 09/10/2019

South West (england)

Country UK

Status Contract notice

CType Services

Tender Details
Reference2019/S 195-474317
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesHousing and community amenities
Common Procurement VocabularyTelephone-answering services
Date Published9th Oct 2019

South West (england)

Country UK

Status Contract notice

CType Services

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
The Guinness Partnership Ltd
Bower House, 1 Stable Street
United Kingdom
Contact person: Procurement
Telephone: +44 3031231890
NUTS code: UKD

Internet address(es):

Main address:

Address of the buyer profile:

I.2)Information about joint procurement
The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
I.4)Type of the contracting authority
Body governed by public law
I.5)Main activity
Housing and community amenities

Section II: Object

II.1)Scope of the procurement

Out of Hours Call Handling

Reference number: DN433631
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:

The Guinness Partnership Ltd and all its subsidiaries wish to enter into a contract with one supplier for an out of hours call handling service, during the hours of 8 p.m. to 8 a.m. including bank holidays, to enable its customers to report emergency repairs, anti-social behaviour or to make a rent payment during this time.

The supplier should also be able to provide cover during periods that guinness is unavailable during normal operating hours or as cover for business continuity when required.

II.1.5)Estimated total value
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: UKD
NUTS code: UKE
NUTS code: UKF
NUTS code: UKH
NUTS code: UKI
NUTS code: UKJ
NUTS code: UKK
II.2.4)Description of the procurement:

During the period April 2018 to March 2019, the out of hour’s service received 17 599 calls. Of these calls, 15 060 were to report an emergency repair and 941 were to make a rent payment. The remainder of the calls related to something else.

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: 60
This contract is subject to renewal: yes
Description of renewals:

The contract period will initially be for 3 years with the option to extend for a further 2 periods of 12 months, subject to performance and value for money but not guarantee is given that such an extension will follow.

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
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:

As stated in the procurement documents.

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
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: 06/11/2019
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: 6 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders
Date: 06/11/2019
Local time: 12:15

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:

Guinness reserves the right to cancel the procurement at any time and not to proceed with the award of a contract at any stage in the procurement process.

Suppliers are required to have a minimum annual turnover of at least 50 % of the estimated full contract value. Further details can be found in the procurement documents.

VI.4)Procedures for review
VI.4.1)Review body
The Guinness Partnership Ltd
30 Brock Street, Regent's Place
United Kingdom
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:
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Tender Details
Reference2019/S 195-474317
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesHousing and community amenities
Common Procurement VocabularyTelephone-answering services
Date Published9th Oct 2019