Section one: Contracting authority
one.1) Name and addresses
Itica Limited
Davison House, North Street
CB1 1BH
BN11 1ER
Contact
Neville Brown
Telephone
+44 7771810621
Country
United Kingdom
NUTS code
UKJ27 - West Sussex (South West)
Internet address(es)
Main address
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA20962
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
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
Supply of an Enterprise Voice and Customer Contact Centre Solution
two.1.2) Main CPV code
- 32524000 - Telecommunications system
two.1.3) Type of contract
Supplies
two.1.4) Short description
Supply, implementation and support of a hosted enterprise voice and customer contact management solution.
two.1.5) Estimated total value
Value excluding VAT: £300,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKJ27 - West Sussex (South West)
Main site or place of performance
Davison House, Worthing
two.2.4) Description of the procurement
Supply and implementation of services / capabilities covering our enterprise voice and customer contact management, for example;
o Dial-plan management for 100 users of standard telephony services
o ‘Work Anywhere’
o Voicemail
o DDI call routing including interfacing with our SIP services
o IVR for main number and contact centre
o Call handling / routing
o Task management
o Call recording, including PCI / DSS
o Integration with Civica Cx (Housing Management System) and Microsoft O365
o Service reporting
o AI capabilities, for example ‘virtual’ agents
o Omni-channel management
two.2.5) Award criteria
Quality criterion - Name: Functional Requirements - Phase 1 / Weighting: 20
Quality criterion - Name: Functional Requirements - Phase 2 / Weighting: 20
Quality criterion - Name: Non-Functional Requirements / Weighting: 5
Quality criterion - Name: Professional Services / Weighting: 10
Quality criterion - Name: Service & Support / Weighting: 15
Quality criterion - Name: Demonstrations / Weighting: 10
Price - Weighting: 20
two.2.6) Estimated value
Value excluding VAT: £300,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
Annually for a period of 5 years after initial term
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Phase 2 Requirements as defined in ITT Part Section A2
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
See ITT Documentation
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
See ITT Documents
three.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
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: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
10 February 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
10 February 2023
Local time
1:00pm
Place
Davison House
Information about authorised persons and opening procedure
Andy Wyatt, Procurement
Lou Laraway - Head of Finance and IT
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=228446.
The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx.
Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
(MT Ref:228446)
six.4) Procedures for review
six.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
publicprocurementreview@cabinetoffice.gov.uk
Telephone
+44 3450103503
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit