Section one: Contracting authority
one.1) Name and addresses
National Association of Citizens Advice Bureaux
200 Aldersgate
London
EC1A 4HD
duncan.baldwin@citizensadvice.org.uk
Country
United Kingdom
NUTS code
UKI - London
Internet address(es)
Main address
https://www.citizensadvice.org.uk/
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA37169
one.4) Type of the contracting authority
Other type
Charity
one.5) Main activity
Other activity
Charity
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Telephony and Contact Centre Services
Reference number
CA0001
two.1.2) Main CPV code
- 32412100 - Telecommunications network
two.1.3) Type of contract
Supplies
two.1.4) Short description
The Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner.
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: £16,335,000
two.2) Description
two.2.2) Additional CPV code(s)
- 32510000 - Wireless telecommunications system
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements.
A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages:
Selection Questionnaire (SQ) Stage
Invitation to Participate in Dialogues (ITPD) Stage
Final Submission
Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure.
The key objectives of the service are to provide platforms for advising the public that are:
Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution.
Flexible: we’ll be able to change them to meet the changing needs of our clients and services
Scalable: able to grow with us as an organisation
Reliable: providing the consistency we need to deliver a great service
Accessible: all of our users (staff and clients) will be able to use them
Affordable: they’ll deliver great value for money
Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.11) Information about options
Options: Yes
Description of options
Options: up to 24 months extension
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
To respond to this opportunity please click here
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive dialogue
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.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-021940
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
11 May 2022
five.2.2) Information about tenders
Number of tenders received: 35
Number of tenders received from SMEs: 5
Number of tenders received from tenderers from other EU Member States: 3
Number of tenders received from tenderers from non-EU Member States: 32
Number of tenders received by electronic means: 35
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Accenture
30 Fenchurch Street
London
EC3M 3BD
Telephone
+44 7843469516
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £16,335,000
Section six. Complementary information
six.3) Additional information
(MT Ref:226272)
six.4) Procedures for review
six.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
publicprocurementreview@cabinetoffice.gov.uk
Telephone
+44 3450103503
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit