Section one: Contracting authority
one.1) Name and addresses
Migrant Help
Kemp House, 160 City Road
London
EC1V 2NX
Contact
Hazel Ryan
Telephone
+44 7483090577
Country
United Kingdom
NUTS code
UK - United Kingdom
National registration number
4172880
Internet address(es)
Main address
Buyer's address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Registered charity and company.
one.5) Main activity
Other activity
Migrant Help is a charity which provides a range of services to support refugees and people seeking asylum in the UK.
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Migrant Help Contact Centre Solution
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution for the UK government' commissioned Advice, Issue Reporting and Eligibility (AIRE) Service, which supports people seeking asylum in the UK. The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports.
The contract term will be for a 3 year initial period, with the option to extend for an additional year.
two.1.5) Estimated total value
Value excluding VAT: £1,500,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32524000 - Telecommunications system
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution.
Procurement timeline:
- Bidders can express interest and complete the SQ from 14th - 28th January 2022.
- Evaluation process from 29th January to 3rd February 2022.
- Bidders who have been selected to move on to the next stage will be invited to submit a tender between 4th - 18th February 2022.
- Evaluation process runs from 19th - 25th February 2022.
- Successful bidder informed on 25th February 2022.
- Contract signature on 11th March 2022.
- Mobilisation period from 11th March - 31 May 2022.
- Service commencement date - 1st June 2022.
All dates are potentially subject to change.
The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports.
The solution must:
•provide the ability to handle and process all inbound calls to the contact centres
•provide dashboards
•provide data visualisation capabilities
•provide detailed reporting and forecasting capabilities
•have the ability to integrate with external services and applications
The solution provider must ensure the solution:
•is fully supported at all times
•meets our security, contractual and process requirements.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £1,500,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
This contract has the option to be renewed every year, by mutual agreement, for an additional period of 1 year.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
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
To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/C26T4MY3H9
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
Bidders should be experienced providers of contact centre solutions and meet the criteria described in the SQ.
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
Performance requirements will be shared with bidders who successfully complete the SQ.
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
28 January 2022
Local time
5:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
4 February 2022
Local time
5:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
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-London:-Call-centre./C26T4MY3H9
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/C26T4MY3H9
GO Reference: GO-2022114-PRO-19501080
six.4) Procedures for review
six.4.1) Review body
Migrant Help
Kemp House, 160 City Road
London
EC1V 2NX
Country
United Kingdom