Official UK procurement notice
Additional Call Centre Capacity
Authority: The Common Services Agency (more commonly known as NHS National Services Scotland) ("NSS") (NHS & healthcare)
What is being bought
Published requirement descriptionThe Common Services Agency (more commonly known as National Services Scotland) (‘the Authority’), is undertaking this procurement of Additional Call Centre Capacity (‘Service’) on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as ‘Participating Authorities’), where applicable.
CPV: Call centre
How this framework works
From the published notice- Bids received
- 17 bids received · 9 suppliers appointed
The lotProcurement structure
single lot · no lot value publishedLot #1Awarded
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published award criteria (2)
- Quality: 60
- Price: 40
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
- “Additional Call Centre Capacity” is a framework: the contest is a place on its panel, not a single contract.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Framework agreement
- Who may use this agreement
- Not stated in the notice; call-off rights may be limited to the establishing authority
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 15 Feb 2021, 14:16 GMT
- Last source update
- 15 Feb 2021, 14:16 GMT
- Authority reference
NSS202125- FTS notice number
2021/S 000-003016- Accelerated
A number of current agreements are in place for call centre services which were awarded via direct award under extreme urgency (regulation 33 (1)(C) and 33 (3), due to the Covid-19 pandemic. These agreements are to expire on 31st March 2021.
As there is now anticipated to be an on-going medium-term requirement for these services, not only for covid-19 but potentially for other services, the Authority is now conducting an open procurement process under the regulations. As new agreement(s) are required to be in place by the 31st March 2021, the Authority has decided to undertake an accelerated process.
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02932fFind a Tender
- Review procedure
The bringing of court proceedings against the Authority after the Framework Agreement has been entered into will not affect the Framework Agreement unless grounds for the imposition of special penalties under the Public Contracts (Scotland) Regulations 2015 can be established. Otherwise the remedies that may be awarded by the courts where the Framework Agreement has been entered into are limited to the award of damages.
Publisher note: (SC Ref:643376)
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast1 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.
Contracts
Contract 003016-2021-NSS202125-1
- Signed
- 3 Feb 2021
- Value
- £60,000,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 17bids · 17 electronic · 17 from abroad | 2 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Sheriff Court HouseReview body
Framework contractors & participating bidders
9 commercial parties on the notice- ASCENSOSFramework contractor
- Advice Direct ScotlandFramework contractor
- Customer Experience People LtdFramework contractor
- HGS UKFramework contractor
- Journeycall LtdFramework contractor
- Pursuit Digital LtdFramework contractor
- SercoFramework contractor
- Sitel UK LimitedFramework contractor
- go-centricFramework contractor
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.