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Call centre

Published 18/09/2020

Barking & Dagenham and Havering

Country UK

Status Contract notice

CType Services

Tender Details
Reference2020/S 182-440832
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesGeneral public services
Common Procurement VocabularyCall centre
Customer services
Customer-care services
Telephone operator services
Date Published18th Sep 2020

Barking & Dagenham and Havering

Country UK

Status Contract notice

CType Services

Contract notice

Services

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: London Borough of Havering
Postal address: London
Town: Romford
NUTS code: UKI52 Barking & Dagenham and Havering
Postal code: RM1 3BB
Country: United Kingdom
E-mail: majid.ahmed@oneSource.co.uk

Internet address(es):

Main address: www.havering.gov.uk

I.2)Information about joint procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.capitalesourcing.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://www.capitalesourcing.com
Tenders or requests to participate must be submitted to the abovementioned address
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
II.1.1)Title:

1400000

II.1.2)Main CPV code
79512000 Call centre
II.1.3)Type of contract
Services
II.1.4)Short description:

The provision to the delivery of an emergency Out of Hours call handling service on behalf of Havering Council. This service is available to all residents in the borough.

II.1.5)Estimated total value
Value excluding VAT: 1 400 000.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)
79342300 Customer services
79342320 Customer-care services
79511000 Telephone operator services
79512000 Call centre
II.2.3)Place of performance
NUTS code: UKI52 Barking & Dagenham and Havering
II.2.4)Description of the procurement:

The provision of an emergency ‘Out of Hours’ call handling service on behalf of Havering Council. This service is available to all residents in the borough. The Out of Hours service will make it easy for residents to report a wide range of emergencies outside of normal office hours. Whilst the service currently operates solely via telephone, we envisage an omni-channel operating model to be developed and rolled out in the future enabling residents to be able to report incidents using a variety of alternative channels. The contract will be for a period of 5 years with an option to extend for a further 2 years. It is intended that the contract will commence on 1 April 2021.

Havering is located on the border of London and Essex. The borough has a rich cultural history and is home to around 250 000 people. The borough is diverse with both areas of affluence as well as pockets of deprivation. At its centre, is Romford, an area with excellent shopping facilities as well as a vibrant night time economy. Romford is actually visited by over 200 000 people per week.

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
Start: 01/04/2021
End: 31/03/2028
This contract is subject to renewal: yes
Description of renewals:

The contract will be for 5 years with the option in favour of the authority to extend for a further period or periods of up to 2 years in total.

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

Section IV: Procedure

IV.1)Description
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: 21/10/2020
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:
English
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Tender must be valid until: 01/04/2021
IV.2.7)Conditions for opening of tenders
Date: 21/10/2020
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: yes
VI.2)Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Official name: Royal Courts of Justice
Postal address: Strand, Holborn
Town: London
Postal code: WC2A 2LL
Country: United Kingdom
Telephone: +44 2079476000
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
Precise information on deadline(s) for review procedures:

As set out in the Public Contracts Regulations 2015.

VI.4.4)Service from which information about the review procedure may be obtained
Official name: The Cabinet Office — Crown Commercial Services
Town: London
Country: United Kingdom
Telephone: +44 3454102222
VI.5)Date of dispatch of this notice:
15/09/2020
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Tender Details
Reference2020/S 182-440832
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesGeneral public services
Common Procurement VocabularyCall centre
Customer services
Customer-care services
Telephone operator services
Date Published18th Sep 2020