Official UK procurement notice
Out of Hours Customer Commnication
Authority: Stonewater Limited (Public body)
What is being bought
Published requirement descriptionThe provision of a customer communication service to answer customers when Stonewater's Customer Contact Center is closed. This includes the answering of customer phone calls that are diverted from Stonewater's Contact line to the Service Provider. It was also include the monitoring of digital communication and where required outbound phone calls. The Service Provider is required to support the customer and capture information which is logged into Stonewater's systems. Where needed Further actions will be raised by the Service Provider.
- Recurrence: 4 years
CPV: Customer services · Telephone operator services · Telephone-answering services
The lotProcurement structure
single lot · value publishedLot #1Out of Hours Communication services, customer services for Stonewater customers when…Published value£200,000
Out of Hours Communication services, customer services for Stonewater customers when the contact center is closed. Additional information: To respond to this opportunity please click here: www.delta-esourcing.com/respond/2M6628T2Q7 ↗
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 (2)
- Technical Questions: 60%
- Pricing Schedule: 40%
Published award criteria (2)
- Technical Questions: 60
- Pricing Schedule: 40
- Suitability
An understanding of customer service requirements within the housing sector and fluent English speaking operators.
- Price carries 40 of 100 points: a 10% discount moves about 4 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
- Restricted 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
- Unspecified in notice
- Recurring procurement
- Yes · 4 years
- First published
- 29 Jun 2021, 16:15 BST
- Last source update
- 29 Jun 2021, 16:15 BST
- Authority reference
00080-CE- FTS notice number
2021/S 000-014862- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02c181Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
Publisher note: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement. For more information about this opportunity, please visit the Delta eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./2M6628T2Q7 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/2M6628T2Q7 GO Reference: GO-2021629-PRO-18479351
How it was run
Official notice- Submission deadline
- 31 Jul 2021, 12:00 BST
- Submission channel
- {"written"}
- Accepted languages
- en
- Bid validity
- 270 days from the deadline
Timeline
29 Jun 2021 → 1 Sept 2021 · 3 dates- Notice published29 Jun 2021, 16:15 BST
- Submission deadline31 Jul 2021, 12:00 BST
- Invitations to tender expected1 Sept 2021, 00:00 BST
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Stonewater LtdMediation bodyReview bodyReview contact point
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria