Section one: Contracting authority
one.1) Name and addresses
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062000
Country
United Kingdom
NUTS code
UKM82 - Glasgow City
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
The administration of loans and grants for students
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centre Services
Reference number
2019-SLC-252
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following:
•management of customer contact through social media channels, secure messaging and chatbots
•ad-hoc administration work to support account processing
•additional blended work to support contact and repayments processing
•outbound calling
•web chat
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: £50,600,000
two.2) Description
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
The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following:
•management of customer contact through social media channels, secure messaging and chatbots
•ad-hoc administration work to support account processing
•additional blended work to support contact and repayments processing
•outbound calling
•web chat
two.2.5) Award criteria
Quality criterion - Name: Technical capability / Weighting: 30
Quality criterion - Name: Resource Management / Weighting: 20
Quality criterion - Name: Demand management / Weighting: 10
Quality criterion - Name: Service Levels / Weighting: 5
Quality criterion - Name: Implementation / Mobilisation / Weighting: 5
Cost criterion - Name: Total Cost / Weighting: 25
Cost criterion - Name: Maximum percentage at risk / Weighting: 5
two.2.11) Information about options
Options: Yes
Description of options
Option to extend the contract for 2 periods of 12 months following the initial contract period
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
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
Contract No
2019-SLC-252
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
4 March 2021
five.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Teleperformance Limited
Spectrum Building, Bond Street
Bristol
BS1 3LG
Country
United Kingdom
NUTS code
- UKK11 - Bristol, City of
National registration number
02060289
Internet address
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: £60,000,000
Total value of the contract/lot: £50,600,000
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=576457725
GO Reference: GO-2021311-PRO-17913040
six.4) Procedures for review
six.4.1) Review body
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062109
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062109
Country
United Kingdom