Section one: Contracting authority
one.1) Name and addresses
Orbit Group Limited
Garden Court, Harry Weston Road, Binley Business Park
Coventry
CV3 2SU
Contact
Mrs Julie Mepham
Telephone
+44 2476438000
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
https://procontract.due-north.com
Buyer's address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://procontract.due-north.com/Advert/Index?advertId=04b203c5-8a4e-eb11-8106-005056b64545
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procontract.due-north.com/Advert/Index?advertId=04b203c5-8a4e-eb11-8106-005056b64545
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Quality Assurance and Speech Analytics - PP1015
Reference number
DN518312
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose.
We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats.
The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1).
Provision of the service is expected to commence April 2021.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - UNITED KINGDOM
two.2.4) Description of the procurement
The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers’ experience. Our requirements are as follows:
-Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system.
-Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements.
-Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this.
-Set up and implementation support.
-Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata
-Ensure/advise that the ‘to be’ design is GDPR compliant.
-Assist Orbit with defining of implementation and monitoring metrics.
-With assistance from Orbit, produce documentation required to support the new service(s) in BAU.
-Training delivery for users and super users of the system
-Ensure that existing retention policies regarding data backups remain in force.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 70
Cost criterion - Name: Price / Weighting: 30
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
The Contract will be awarded for an initial period of two years with an option to extend for a further two years (in annual increments) based on acceptable performance.
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
This procurement procedure is being run on the e-procurement portal ‘Pro-Contract’ https://procontract.duenorth.com. If not already registered on the portal, Suppliers can register for free. You will need to search for the opportunity and register interest to view the documents and submit a response. All queries relating to this opportunity must be raised via the portal's message function.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
8 February 2021
Local time
10:00am
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
8 February 2021
Local time
10:00am
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
London
Country
United Kingdom