Section one: Contracting authority
one.1) Name and addresses
Phoenix Community Housing
The Green Man, 355 Bromley Road
London
SE6 2RP
Contact
Natasha Briscoe
natasha.briscoe@phoenixch.org.uk
Telephone
+44 8000285700
Country
United Kingdom
NUTS code
UKI44 - Lewisham and Southwark
Internet address(es)
Main address
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA22607
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
one.4) Type of the contracting authority
Other type
Social Housing provider
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contract
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Phoenix are seeking a supplier who can evidence an excellent track record of providing a ‘high standard’ of call handling expertise, sufficient resource and associated services knowledge to deliver a seamless telephone service OOH to Phoenix’s residents (or persons acting on their behalf) outside of Phoenix’s normal operating hours. The supplier will contribute to our aim of achieving great resident satisfaction in the upper quartile of our sector and assist us to improve the customer experience to meet the needs of residents. All services will be expected to maintain and demonstrate Phoenix’s core values and project a non-judgemental empathetic approach to residents and exhibit a strong understanding of maintaining professional boundaries.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKI44 - Lewisham and Southwark
Main site or place of performance
Service to be provided remotely at provider's own place of operation
two.2.4) Description of the procurement
One stage process, tenders are invited and all documents and schedules to be provided as specified. After close of tender these will be evaluated. There may be interviews with shortlisted bids after which a contract will be awarded.
Response to the brief: (no more than 3 x A4 pages in 12pt font, single spaced in Times New Roman or Arial Font)
Your tender should include the following documents
1 Completed invitation to tender document, attached
2 How you propose to provide this service
3 Proposal in response to this brief including fees for the 4 service including cost breakdowns
5 Examples of how you have provided this service for other organisations to include results and outcomes associated with resident satisfaction
6 A resource statement including the management structure which is in addition to the brief
Please note we will receive and answer any questions online through Mytenders. Please do not e mail questions directly to Natasha Briscoe or James Peters or any other Phoenix staff.
Please also submit with your tender your policies on the following areas:
1 Modern Slavery and Human Trafficking
2 Corporate and Social Responsibility Policy
3 Anti-bribery and Anti-corruption Policy
4 Ethics Policy
5 Data and Privacy Policy
6 Safeguarding Policy
7 Equalities Policy
two.2.5) Award criteria
Quality criterion - Name: Response to brief / Weighting: 20
Quality criterion - Name: Response to questions / Weighting: 20
Quality criterion - Name: Previous experience / Weighting: 20
Quality criterion - Name: Added value / Weighting: 10
Price - Weighting: 30
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
2 year extension after the third year
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
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
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
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.2.2) Time limit for receipt of tenders or requests to participate
Date
12 July 2021
Local time
12:00pm
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
Tender must be valid until: 11 October 2021
four.2.7) Conditions for opening of tenders
Date
12 July 2021
Local time
12:00pm
Place
Online
Information about authorised persons and opening procedure
Authorised persons only
James Peters and Natasha Briscoe
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=222913.
The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx.
Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
(MT Ref:222913)
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