Contact Centre Services · UK public procurement notice

Official notice

Authority: University of Nottingham (Education)

ServicesAward procedure without prior publication of a call for competition

Sectors: Business Services & Consultancy (79) Delivery: UK

Awarded value£350,000published contract · exc. VAT

Awarded 18 Jun 2021no call for competition

Awarded to Serco Limited2 awards

What is being bought

Published requirement description

A Contact Centre Service provider is required to support the University's call centre operation for the University Clearing process from the 1st July 2021 to 31st August.

The university cannot resource the prolonged call centre support that is needed this year, due to the increased uncertainty within the applicant community caused by the Covid-19 impacts on study and examinations.

During this period it is anticipated that 20 call handlers will be required, rising to 300 during the 10th to 12th August 2021.

Call handlers are required to support on three types of line: Clearing Hotline; Confirmation Hotline; Medicine & Health Sciences Hotline.

CPV: Call centre

The lotProcurement structure

single lot · no lot value published

Lot #1Contact Centre Services contract to provide the anticipated call handlers, training…Awarded

Contact Centre Services contract to provide the anticipated call handlers, training and the necessary resources to support the transition and mobilisation of the service.

Delivery: UK

Extensions: The term of the agreement may be extended for a further 12 months

Procedure terms & legal framework

From the official record

Procedure method: Award procedure without prior publication of a call for competition
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded without competition
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Direct award (no call for competition)
GPA / WTO covered: Unspecified in notice
Recurring procurement: Unspecified in notice
First published: 19 May 2021, 16:36 BST
Last source update: 13 Jul 2021, 10:05 BST
Authority reference: 1505/FC/DL
FTS notice number: 2021/S 000-016310
Classification (CPV): Call centre
Delivery area: UK
Official registry OCID: ocds-h6vhtk-02b2df Find a Tender

Why no open competition: No tenders or no suitable tenders/requests to participate in response to open procedure
Published justification: Under Regulation 32(2)(a), contracting authorities may award public contracts by a negotiated procedure without prior publication where no tenders, no suitable tenders, no requests to participate or no suitable requests to participate have been submitted in response to an open procedure or a restricted procedure, provided that the initial conditions of the contract are not substantially altered and that a report is sent to the Commission where it so requests.
Following an Expression Of Interest to the Commercial Services Framework RM3815, Lot 2 - Contact Centre Services, only two out of the eight suppliers on the framework confirmed their interest to participate.
The authority proceeded to conduct a Further Competition via the Crown Commercial Services Framework RM3815, Lot 2 - Contact Centre Services but only received one noncompliant bid from Serco Limited.
The authority has considered the options arising as a consequence of the above processes and in light of the time sensitive nature of the required services, the authority thereby sets out its intention to award the contract to Serco Limited through the use of the negotiated procedure without prior publication. The authority has undertaken due care to ensure that the conditions of the contract shall be substantially the same as initial conditions of contract previously advertised under the Further Competition, including the scope/specification of the services and all necessary and applicable reports shall be sent to the Cabinet Office.

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 2

Awarded value £350,0001 contract exc. VAT · 1 repeated publication of the same award counted once

Bids received 1

Contracts signed 2latest 18 Jun 2021

Awarded to	Value	Date	Status
Serco Limited	£350,000 †same award published again · counted once	—	Awarded
Serco Limited	£350,000 †	—	Awarded

Contracts

Contract 016310-2021-1 · Serco Limited
Signed
18 Jun 2021
Value
£350,000
Status
active
Contract 011118-2021-1 · Serco Limited
Signed
19 May 2021
Value
£350,000
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
1bids	—	—	—

Contracting authority & participating public bodies

UNIVERSITY OF NOTTINGHAM (THE)

Contracting authorityEducationBody governed by public lawEducation Kings Meadow Campus, Lenton Lane, NOTTINGHAM, East Midlands, NG72NRContact name, email, phone

Dispute resolution & review bodies

High CourtReview body London

Bidders & participating suppliers

1 commercial party on the notice

Serco LimitedAwarded supplier 16 Bartley Wood Business Park, Hook, South East, RG27 9UY

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.