Published date: 13 March 2017

Last edited date: 13 March 2017

This notice was replaced on 4 October 2017

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 4 October 2017)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Customer services - 79342300

  • Telephone operator services - 79511000

  • Call centre - 79512000

Location of contract

Any region

Value of contract

£1,000,000,000

Procurement reference

RM3815

Published date

13 March 2017

Closing date

3 April 2017

Contract start date

1 June 2017

Contract end date

1 June 2021

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Crown Commercial Service as the Authority is putting in place a Pan Government Collaborative Framework Agreement for use by UK public sector bodies identified at V1.3 (of the attached OJEU Contract Notice) (and any future successors to these organisations), which include Central Government Departments and their Arm's Length Bodies and Agencies, Non Departmental Public Bodies, NHS Bodies and Local Authorities and the wider public sector.

The services within the scope of this Framework Agreement have been divided into 2 Lots:

- Lot 1 - Specialist Contact Centre Consultancy Services; and
- Lot 2 - Contact Centre Services.

Further details regarding the Lots are provided in Annex B.

Potential Providers have the opportunity to bid for both of the two (2) Lots. However if a Potential Provider is successful on both Lots they will only be awarded a place on the Lot that they have indicated in the Tender as their preferred Lot . For clarity, Potential Providers are not allowed to be awarded a Framework Agreement for both Lot 1 and Lot 2.

The duration of the Contact Centre Services Framework Agreement shall be for a period of four (4) years.

More information

Attachments

Additional text

Potential Providers will be assessed in accordance with Section 5 of Chapter 2 of the Public Contract Regulations 2015, as amended (implementing Title II, Chapter III, Section 3, Sub section i of Directive 2014/24/EU), on the basis of information provided in response to an Invitation to Tender ('ITT').

This procurement will be managed electronically via the Authority's eSourcing Suite. To participate in this Procurement, Potential Providers must first be registered on the eSourcing Suite.

If you have not yet registered on the eSourcing Suite, this can be done online at https:// gpsesourcing.cabinetoffice.gov.uk by following the link 'Register for CCS eSourcing'. Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so. Full instructions for registration and use of the system can be found at:

https://www.gov.uk/government/publications/esourcing-tool-guidance-for-suppliers

Once you have registered on the eSourcing Suite, a registered user can express an interest for a specific procurement. This is done by emailing expressionofinterest@crowncommercial.gov.uk. Your email must clearly state: the name and reference for the procurement you wish to register; the name of the Potential Provider; and the name and contact details for the registered individual sending the email. The Authority will process the email and then enable the Potential Provider to access the procurement online via the eSourcing Suite. The registered user will receive a notification email to alert them once this has been done.

As a user of the eSourcing Suite you will have access to Emptoris messaging service, which facilitates all messages sent to you and from you in relation to any specific RFX event. Please note it is your responsibility to access these messages on a regular basis by logging on to the Emptoris system and checking your message inbox to ensure you have sight of all relevant information.

Please see the Procurement Timetable at Paragraph 4.2 of Attachment 1 - Invitation to Tender and ensure you are aware of the dates your procurement documents need to be submitted.

For technical assistance on use of the eSourcing Suite please contact Crown Commercial Service Helpdesk email: eenablement@crowncommercial.gov.uk

A full copy of the ITT documentation for this procurement will be available for unrestricted and full direct access, free of charge via Crown Commercial Service website from the date of this publication of the contract notice:

http://ccs-agreements.cabinetoffice.gov.uk/procurement-pipeline

About the buyer

Address

9th Floor, The Capital
Old Hall Street
Liverpool
L3 9PP
England

Telephone

0345 010 3503

Email

supplier@crowncommercial.gov.uk

Website

www.gov.uk/ccs