Official UK procurement notice
Contact Centre System · UK public procurement notice
Authority: ForHousing Ltd (Public body)
What is being bought
Published requirement descriptionForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
CPV: For computer software · Telephone operator services
The lotProcurement structure
single lot · value publishedLot #1ForHousing has an in-house service centre that provide services to our tenants and…Published value£220,000
ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system.
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract. Additional information: The Authority reserves the right to cancel the procurement at any time and not to proceed with all or part of the tender.
The Authority will not, under any circumstances, reimburse any expense incurred by Applicants in preparing their selection questionnaire or tender submissions.
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 sub-criteria (3)
- Qualitative Questions: 50%
- Demonstration / Interview: 30%
- Pricing: 20%
Published award criteria (3)
- Qualitative Questions: 50
- Demonstration / Interview: 30
- Pricing: 20
- Suitability
As set out in the tender documentation
- Economic & financial standing
As set out in the tender documentation
- Technical & professional ability
As set out in the tender documentation
- Price carries 20 of 100 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.
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
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 12 Dec 2022, 14:05 GMT
- Last source update
- 12 Dec 2022, 14:05 GMT
- Award evaluation window
- 16 Jan 2023 – …
- Authority reference
ContactCentre/Dec22/HC- FTS notice number
2022/S 000-035076- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-038ca9Find a Tender
- Performance terms
As set out in the tender documentation
Publisher note: In accordance with the requirements of the Public Contracts Regulations 2015, the tender documents are being made available to Applicants via the Delta portal from the date of issue of this Notice. For more information about this opportunity, please visit the Delta eSourcing portal at: <a href="https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W" target="_blank">https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W</a> To respond to this opportunity, please click here: <a href="https://www.delta-esourcing.com/respond/TF443S634W" target="_blank">https://www.delta-esourcing.com/respond/TF443S634W</a> GO Reference: GO-20221212-PRO-21696369
How it was run
Official notice- Submission deadline
- 16 Jan 2023, 12:00 GMT
- Submission channel
- {"written"}
- Accepted languages
- en
- Bids opened
- 16 Jan 2023, 12:01 GMT
Timeline
12 Dec 2022 → 16 Jan 2023 · 3 dates- Notice published12 Dec 2022, 14:05 GMT
- Submission deadline16 Jan 2023, 12:00 GMT
- Bids opened16 Jan 2023, 12:01 GMT
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Royal Courts of Justice in the StrandMediation bodyReview bodyReview contact point
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.