Section one: Contracting authority
one.1) Name and addresses
Rochdale Metropolitan Borough Council
Number 1 Riverside, Smith Street
Rochdale
OL16 1XU
Contact
Mr Philip Stephens
philip.stephens@star-procurement.gov.uk
Telephone
+44 1619121616
Country
United Kingdom
Region code
UKD - North West (England)
Internet address(es)
Main address
Buyer's address
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
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS
Reference number
DN653330
two.1.2) Main CPV code
- 79500000 - Office-support services
two.1.3) Type of contract
Services
two.1.4) Short description
SERVICES AGREEMENT RELATED TO PROVISION OF OUT OF HOURS CONTACT CENTRE AND RPaaS
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKD - North West (England)
two.2.4) Description of the procurement
To provide Out of Hours (OOH) call handling service from our OOH hub in Rochdale
Proposal includes the following services;
• Fully managed OOH service covering the existing opening hours of 4.30pm-
• 9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and
• all Bank Holidays 24hr
• All systems and licenses relevant to the delivery of the service
• Automated Management information
• Monthly service review meetings
• KPIs as per the current contract
Resource and Planning
• Forecasting and Planning
• Long term capacity Planning
• Short term Planning
• Performance Analysis
• Scheduling
• Holiday Management
• WFM Administration
• Intraday Performance Management
• Reporting
two.2.5) Award criteria
Quality criterion - Name: Social Value / Weighting: 30
Quality criterion - Name: Quality / Weighting: 30
Price - Weighting: 40
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
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: 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: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
17 March 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
17 March 2023
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
six.4) Procedures for review
six.4.1) Review body
STAR Procurement
Sale
Country
United Kingdom