Section one: Contracting authority/entity
one.1) Name and addresses
Student Loans Company
10 Clyde Place
Glasgow
G5 8DF
Telephone
+44 1413062109
Country
United Kingdom
Region code
UKM82 - Glasgow City
Internet address(es)
Main address
Buyer's address
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.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 at the time of conclusion of the contract:
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 chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
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.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2021/S 000-004952
Section five. Award of contract/concession
Contract No
2019-SLC-252
Title
Contact Centre Services
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
4 March 2021
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Teleperformance Limited
Spectrum Building, Bond Street
Bristol
BS1 3LG
Country
United Kingdom
NUTS code
- UKK11 - Bristol, City of
National registration number
02060289
The contractor/concessionaire is an SME
No
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £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=925744206
GO Reference: GO-2025213-PRO-29423739
six.4) Procedures for review
six.4.1) Review body
Student Loans Cokmpany
10 Clyde Place
Glasgow
G5 8DF
Telephone
+44 1413062109
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
Student Loans Company
10 Clyde Place
Glasgow
G5 8DF
Telephone
+44 1413062109
Country
United Kingdom
Internet address
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 79342300 - Customer services
seven.1.3) Place of performance
NUTS code
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
seven.1.4) 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 chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£50,600,000
seven.1.7) Name and address of the contractor/concessionaire
Teleperformance Limited
Spectrum Building, Bond Street
Bristol
BS1 3LG
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
02060289
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
Increase in the overall value of the contract by an additional £3.7M, for final 3 months of the contract. Original contract value increased to £75M on 04/03/2021
seven.2.2) Reasons for modification
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee.
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of £3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value.
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £75,000,000
Total contract value after the modifications
Value excluding VAT: £78,700,000