Section one: Contracting authority
one.1) Name and addresses
The Common Services Agency (more commonly known as NHS National Services Scotland) ("NSS")
Gyle Square (NSS Head Office), 1 South Gyle Crescent
Edinburgh
EH12 9EB
Telephone
+44 1698794410
Country
United Kingdom
NUTS code
UKM - SCOTLAND
Internet address(es)
Main address
http://www.nhsscotlandprocurement.scot.nhs.uk/
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Additional Call Centre Capacity
Reference number
NSS202125
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
The Common Services Agency (more commonly known as National Services Scotland) (‘the Authority’), is undertaking this procurement of Additional Call Centre Capacity (‘Service’) on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as ‘Participating Authorities’), where applicable.
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: £60,000,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKM - SCOTLAND
two.2.4) Description of the procurement
The Common Services Agency (more commonly known as National Services Scotland) (‘the Authority’), is undertaking this procurement of Additional Call Centre Capacity (‘Service’) on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as ‘Participating Authorities’), where applicable.
NSS are seeking to put in place a multiple supplier Framework Agreement for the provision of Additional Call Centre Services as and when required to provide additional capacity and resilience to supplement any internal service.
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
Accelerated procedure
Justification:
A number of current agreements are in place for call centre services which were awarded via direct award under extreme urgency (regulation 33 (1)(C) and 33 (3), due to the Covid-19 pandemic. These agreements are to expire on 31st March 2021.
As there is now anticipated to be an on-going medium-term requirement for these services, not only for covid-19 but potentially for other services, the Authority is now conducting an open procurement process under the regulations. As new agreement(s) are required to be in place by the 31st March 2021, the Authority has decided to undertake an accelerated process.
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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: 2020/S 242-600278
Section five. Award of contract
Contract No
NSS202125
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
3 February 2021
five.2.2) Information about tenders
Number of tenders received: 17
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 17
Number of tenders received by electronic means: 17
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
Advice Direct Scotland
Brunswick House, 51 Wilson Street, 51 Wilson Street
Glasgow
G1 1UZ
Telephone
+44 1414066762
Country
United Kingdom
NUTS code
- UK - UNITED KINGDOM
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
ASCENSOS
250 Airbles Road
Motherwell
ML1 3AT
Telephone
+44 7969247915
Country
United Kingdom
NUTS code
- UK - UNITED KINGDOM
The contractor is an SME
No
five.2.3) Name and address of the contractor
go-centric
2/1 20 Trongate
Glasgow
G15ES
Telephone
+44 7791577989
Country
United Kingdom
NUTS code
- UK - UNITED KINGDOM
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Customer Experience People Ltd
Empire House, 131 West Nile Street
Glasgow
G12RX
Telephone
+44 7900197561
Country
United Kingdom
NUTS code
- UKM82 - Glasgow City
The contractor is an SME
No
five.2.3) Name and address of the contractor
HGS UK
North Riverside Industrial Estate, Level Crossing Road
Selkirk
TD7 5EQ
Telephone
+44 7827940800
Country
United Kingdom
NUTS code
- UK - UNITED KINGDOM
The contractor is an SME
No
five.2.3) Name and address of the contractor
Journeycall Ltd
3 James Chalmers Road, Kirkton Enterprise Park
Arbroath
DD11 4ED
Telephone
+44 1241730300
Country
United Kingdom
NUTS code
- UKM71 - Angus and Dundee City
The contractor is an SME
No
five.2.3) Name and address of the contractor
Pursuit Digital Ltd
131 Minerva Street
Glasgow
G3 8LE
Telephone
+44 7720744437
Country
United Kingdom
NUTS code
- UKM82 - Glasgow City
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Serco
16 Bartley Wood Business Park, Bartley Way
Hook
RG27 9UY
Telephone
+44 7827277278
Country
United Kingdom
NUTS code
- UK - UNITED KINGDOM
The contractor is an SME
No
five.2.3) Name and address of the contractor
Sitel UK Limited
Earlsdon Park, 53 - 55 Butts Road
Coventry
CV1 3BH
Telephone
+44 7834101127
Country
United Kingdom
NUTS code
- UKG3 - West Midlands
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £60,000,000
Section six. Complementary information
six.3) Additional information
(SC Ref:643376)
six.4) Procedures for review
six.4.1) Review body
Sheriff Court House
27 Chambers Street
Edinburgh
EH1 1LB
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
The bringing of court proceedings against the Authority after the Framework Agreement has been entered into will not affect the Framework Agreement unless grounds for the imposition of special penalties under the Public Contracts (Scotland) Regulations 2015 can be established. Otherwise the remedies that may be awarded by the courts where the Framework Agreement has been entered into are limited to the award of damages.