Section one: Contracting authority
one.1) Name and addresses
Aster Group Limited
Sarson Court, Horton Avenue, Devizes, Wiltshire SN10 2AZ
Devizes
SN10 2AZ
Contact
Isabelle Anderson
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
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
Provision of Out of Hours Telephone Service
Reference number
AG - 0580 - 2020
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
This is a requirement for the provision of an out of hours telephone service for Aster Group Ltd. The function of the Aster Contact Centre and service hubs is to handle customer information regarding property repairs and distribute the work to the appropriate in-house trade operative and/or external contractors, within working hours which is Monday - Friday 08:00 - 17:00. Therefore, outside these working hours, including bank holidays, technical downtime, team meetings and collaborative calls, customers wishing to contact Aster regarding emergencies will be routed to the out of hours provider.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £792,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
- 79342300 - Customer services
- 64214200 - Telephone switchboard services
- 32552120 - Emergency telephones
- 79511000 - Telephone operator services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
Please see tender documents
two.2.4) Description of the procurement
Please see tender documents
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60%
Price - Weighting: 40%
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
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.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-031298
Section five. Award of contract
Contract No
TBC
Title
Provision of an Out of Hours Telephone Service
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
21 January 2025
five.2.2) Information about tenders
Number of tenders received: 12
Number of tenders received from SMEs: 8
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 12
Number of tenders received by electronic means: 12
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Somerset Lifeline T/A Deane Helpline
Somerset Council, County Hall
Taunton
TA1 4DY
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £792,000
Total value of the contract/lot: £745,450.03
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
7 Rolls Building, Fetter Lane
London
EC4A 1NL
Country
United Kingdom