Section one: Contracting authority
one.1) Name and addresses
The Minister for the Cabinet Office acting through Crown Commercial Service
The Capital Building, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3150103503
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://crowncommercialservice.bravosolution.co.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://crowncommercialservice.bravosolution.co.uk
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centres and Business Services
Reference number
RM6181
two.1.2) Main CPV code
- 75100000 - Administration services
two.1.3) Type of contract
Services
two.1.4) Short description
Crown Commercial Service (CCS) intends to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies.
The framework will have 2 lots:
Lot 1 Contact Centres – for the provision of contact centres servicing citizen and industry engagement with the public sector.
Lot 2 Business Services – for the provision of financial accounting, HR, payroll, and source-to-pay business services.
two.1.5) Estimated total value
Value excluding VAT: £3,500,000,000
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for all lots
two.2) Description
two.2.1) Title
Contact Centres
Lot No
1
two.2.2) Additional CPV code(s)
- 75100000 - Administration services
- 75130000 - Supporting services for the government
- 79340000 - Advertising and marketing services
- 79341000 - Advertising services
- 79341100 - Advertising consultancy services
- 79341400 - Advertising campaign services
- 79342000 - Marketing services
- 79342100 - Direct marketing services
- 79342200 - Promotional services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79342320 - Customer-care services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79530000 - Translation services
- 79540000 - Interpretation services
- 79550000 - Typing, word-processing and desktop publishing services
- 79570000 - Mailing-list compilation and mailing services
- 79600000 - Recruitment services
- 79610000 - Placement services of personnel
- 79994000 - Contract administration services
- 79996100 - Records management
two.2.3) Place of performance
NUTS codes
- UK - UNITED KINGDOM
two.2.4) Description of the procurement
Lot 1 Contact Centres is for the provision of contact centres servicing citizen and industry engagement with the public sector.
The full scope of Lot 1 is set out in the Specification that is part of the Invitation to Tender (ITT) documentation.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80
Price - Weighting: 20
two.2.6) Estimated value
Value excluding VAT: £1,500,000,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
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
two.2.14) Additional information
A framework contract will be awarded to 15 bidders for this lot.
The maximum number of bidders may increase where 2 or more bidders have tied scores in last awarded position. We also reserve the right to award to any bidder whose final score is within 1 % of the last awarded position of this lot.
The value at II.2.6 is an estimate. We cannot guarantee suppliers any business under the framework.
two.2) Description
two.2.1) Title
Business Services
Lot No
2
two.2.2) Additional CPV code(s)
- 48400000 - Business transaction and personal business software package
- 48450000 - Time accounting or human resources software package
- 48451000 - Enterprise resource planning software package
- 48480000 - Sales, marketing and business intelligence software package
- 75100000 - Administration services
- 75112000 - Administrative services for business operations
- 75130000 - Supporting services for the government
- 75131100 - General personnel services for the government
- 79200000 - Accounting, auditing and fiscal services
- 79210000 - Accounting and auditing services
- 79211000 - Accounting services
- 79211100 - Bookkeeping services
- 79211110 - Payroll management services
- 79211120 - Sales and purchases recording services
- 79211200 - Compilation of financial statements services
- 79212500 - Accounting review services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79400000 - Business and management consultancy and related services
- 79414000 - Human resources management consultancy services
- 79418000 - Procurement consultancy services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79520000 - Reprographic services
- 79560000 - Filing services
- 79600000 - Recruitment services
- 79630000 - Personnel services except placement and supply services
- 79631000 - Personnel and payroll services
- 79635000 - Assessment centre services for recruitment
- 79990000 - Miscellaneous business-related services
- 79995000 - Library management services
- 79996000 - Business organisation services
- 79997000 - Business travel services
- 79999000 - Scanning and invoicing services
- 79999100 - Scanning services
- 79999200 - Invoicing services
two.2.3) Place of performance
NUTS codes
- UK - UNITED KINGDOM
two.2.4) Description of the procurement
Lot 2 Business Services is for the provision of financial accounting, HR, payroll, and source-to-pay business services.
The full scope of Lot 2 is set out in the Specification that is part of the Invitation to Tender (ITT) documentation.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80
Price - Weighting: 20
two.2.6) Estimated value
Value excluding VAT: £2,000,000,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
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
two.2.14) Additional information
A framework contract will be awarded to 15 bidders for this lot.
The maximum number of bidders may increase where 2 or more bidders have tied scores in last awarded position. We also reserve the right to award to any bidder whose final score is within 1 % of the last awarded position of this lot.
The value at II.2.6 is an estimate. We cannot guarantee suppliers any business under the framework.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
Candidates will be assessed in accordance with Section 5 of the 2015 Public Contract Regulations (implementing the directive) on the basis of information provided in response to an invitation to tender (ITT) registering for access.
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
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with several operators
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: 2019/S 206-502142
four.2.2) Time limit for receipt of tenders or requests to participate
Originally published as:
Date
4 May 2021
Local time
3:00pm
Changed to:
Date
10 May 2021
Local time
3:00pm
See the change notice.
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
4 May 2021
Local time
3:01pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
As part of this contract notice the following documents can be accessed at: https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
1) Contract notice transparency information for the agreement;
2) Contract notice authorised customer list;
3) Rights reserved for CCS framework.
The value at II.1.5 is an estimate. We cannot guarantee suppliers any business under the framework.
In each lot, we reserve the right to award to any bidder whose final score is within 1 % of the last awarded position for the applicable lot.
CCS will assess bidders' Financial Liability in line with the requirements of the Outsourcing PlaybookV2.0
Minimum standards of reliability:
CCS may also assess whether the selection criteria (in respect of III.1.3 Technical and professional ability), as set out in the ITT documents, is met on request from a buyer prior to the proposed conclusion of a call-off contract with a value in excess of 20 000 000 GBP.
On 2.4.2014 Government introduced its Government Security Classifications (GSC) scheme which replaced Government Protective Marking Scheme (GPMS). A key aspect is the reduction in the number of security classifications used. All bidders should make themselves aware of the changes as it may impact this requirement. This link provides information on the GSC at: https://www.gov.uk/government/publications/government-security-classifications
Cyber Essentials is a mandatory requirement for Central Government contracts which involve handling personal information or provide certain ICT products/services. Government is taking steps to reduce the levels of cyber security risk in its supply chain through the Cyber Essentials scheme. The scheme defines a set of controls which, when implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet.
To participate in this procurement, bidders must be able to demonstrate they comply with the technical requirements prescribed by Cyber Essentials Plus for services under and in connection with this framework.
PLEASE NOTE:
All certificates issued prior to 1 April 2020 or before 30 June 2020 on the existing scheme are valid until 30 June 2021. This includes those issued by Accreditation Bodies other than IASME.
On 30 June 2021, any certificate issued under the old scheme will expire.
Refer to https://www.ncsc.gov.uk/information/cyber-essentials-faqs for more information.
Some purchases under this framework may have requirements that can be met under this framework but the purchase of which may be exempt from the Procurement Regulations (as defined in Attachment 1 – About the framework within the ITT documentation). In such cases, call-offs from this framework will be unregulated purchases for the purposes of the Procurement Regulations, and the buyers may, at their discretion, modify the terms of the framework and any call-off contracts to reflect that buyer’s specific needs.
PLEASE NOTE that the ITT in the eSourcing suite will open and the ITT documents will be available from 4pm on Tuesday 6th April 2021.
Registering for access:
This procurement will be managed electronically via the eSourcing suite. This will be the route for sharing all information and communicating with bidders. If you have recently registered on the eSourcing suite for another CCS procurement you can use the same account for this new procurement. If not, you will first need to register your organisation on the portal.
Use the following link for information on how register and use the eSourcing tool: https://www.gov.uk/government/publications/esourcing-tool-guidance-for-suppliers
For assistance please contact the eSourcing Help desk
Email - eenablement@crowncommercial.gov.uk
Phone - 0345 410 2222 choose option 2
six.4) Procedures for review
six.4.1) Review body
The Minister for the Cabinet Office acting through Crown Commercial Service
9th Floor, The Capital, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3450103503
Country
United Kingdom