Section one: Contracting authority
one.1) Name and addresses
London Borough of Lambeth
Town Hall, Brixton Hill
London
SW2 1RW
Contact
Matthew Gunn
Country
United Kingdom
NUTS code
UKI45 - Lambeth
National registration number
n/a
Internet address(es)
Main address
Buyer's address
https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/18
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=44022&B=LBLAMBETH
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=44022&B=LBLAMBETH
Tenders or requests to participate must be submitted to the above-mentioned address
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
London Borough of Lambeth Repairs Call Centre Solution Contract
Reference number
Call Centre Solution
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service', including providing urgent and an out of hours service for specialist repairs, emergencies and homelessness housing support advice.
The procurement process is expected to take place over the next 9-12 months and is planned to follow the competitive procedure with negotiation process.
This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants’ appointment, incorporating standard council conditions.
two.1.5) Estimated total value
Value excluding VAT: £6,963,790
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 45000000 - Construction work
- 45215210 - Construction work for subsidised residential accommodation
- 45215214 - Residential homes construction work
- 50000000 - Repair and maintenance services
- 50700000 - Repair and maintenance services of building installations
- 64210000 - Telephone and data transmission services
- 70331000 - Residential property services
- 71500000 - Construction-related services
- 79342300 - Customer services
- 79342320 - Customer-care services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
two.2.3) Place of performance
NUTS codes
- UKI45 - Lambeth
two.2.4) Description of the procurement
The London Borough of Lambeth (Council) is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service', including providing urgent and an out of hours service for specialist repairs, emergencies and homelessness housing support advice.
This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth’s Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9 -12 months and is planned to follow the competitive procedure with negotiation process.
The company appointed is likely to have expertise including, but not limited, to the following:
• Repairs and maintenance in a local authority housing setting;
• Usage of automation and AI (Artificial Intelligence) technology; and
• Delivery of exceptional customer service.
The aim of this procurement is to procure a solution that will deliver the following outcomes:
• Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution;
• High quality service offering delivered by knowledgeable and skilled agents;
• Be accessible and inclusive to all residents in the London Borough of Lambeth;
• Partnership between the service provider, the council, its repairs and maintenance partners and residents;
• Increasing effective customer self-service through a strong digital customer service offer;
• Effective resourcing for demand to achieve consistently high performance for all services and customers;
• Optimal use of online diagnostics, triage, chat bots and AI;
• Tracking and management of the root cause of cost and demand;
• Efficiencies through continuous improvement;
• Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and Council services more broadly, making best use of the latest analytics tools and techniques;
• Integration with other access channels to ensure there is omnichannel coherence and consistency;
• A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and Council requirements as they arise; and
• Social value for the place and people of Lambeth.
This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants’ appointment, incorporating standard Council conditions.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £6,963,790
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
The contract will be for 3 years with the option to renew, as set out in contract terms, of 2 possible extensions of 1 year each. The option to extend is at the Council's discretion.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
The contract will be for 3 years with the option, as set out in contract terms, of 2 possible extensions of 1 year each. The option to extend is at the Council’s discretion.
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 three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
Please refer to the procurement documents.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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.2.2) Time limit for receipt of tenders or requests to participate
Date
12 April 2022
Local time
12:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
4 May 2022
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
The Royal Court of Justice
The Strand
London
WC2A 2LL
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
The Royal Court of Justice
London
WC2A 2LL
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
In accordance with Regulations 92 to 104 of the Public Contracts Regulations 2015 (as amended), the authority will incorporate a minimum 10 calendar day standstill period starting from the date when the contract award was notified to bidders. Unsuccessful bidders will be provided with information in the ‘Award Decision Notice’ at the start of the standstill period including details of their bid in relation to the winning bid comprising the reasons for the decision, the characteristics and relative advantages of the successful tender, the scores of the economic operators and the name of the economic operator to be awarded the contract. Tenderers have a right of appeal provided for within the Public Contracts Regulations 2015 (as amended). Any such proceedings must be brought in the High Court of England and Wales.
six.4.4) Service from which information about the review procedure may be obtained
Cabinet Office
70 Whitehall
London
SW1 2AS
Country
United Kingdom