Section one: Contracting authority
one.1) Name and addresses
Stonewater Limited
Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone
Leicester
LE8 6EP
Contact
Gregory Savage
Telephone
+44 1202319119
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Out of Hours Customer Commnication
Reference number
00080-CE
two.1.2) Main CPV code
- 79510000 - Telephone-answering services
two.1.3) Type of contract
Services
two.1.4) Short description
The provision of a customer communication service to answer customers when Stonewater's Customer Contact Center is closed. This includes the answering of customer phone calls that are diverted from Stonewater's Contact line to the Service Provider. It was also include the monitoring of digital communication and where required outbound phone calls. The Service Provider is required to support the customer and capture information which is logged into Stonewater's systems. Where needed Further actions will be raised by the Service Provider.
two.1.5) Estimated total value
Value excluding VAT: £200,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79342300 - Customer services
- 79511000 - Telephone operator services
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
Out of Hours Communication services, customer services for Stonewater customers when the contact center is closed.
two.2.5) Award criteria
Quality criterion - Name: Technical Questions / Weighting: 60
Cost criterion - Name: Pricing Schedule / Weighting: 40
two.2.6) Estimated value
Value excluding VAT: £200,000
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.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 5
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
To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/2M6628T2Q7
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
An understanding of customer service requirements within the housing sector and fluent English speaking operators.
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
Restricted 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
31 July 2021
Local time
12:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
1 September 2021
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: 9 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: 4 years
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
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./2M6628T2Q7
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/2M6628T2Q7
GO Reference: GO-2021629-PRO-18479351
six.4) Procedures for review
six.4.1) Review body
Stonewater Ltd
Suite C, Lancaster House, Grange Business Park, Enderby Road
Leicester
LE8 6EP
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
Stonewater Ltd
Suite C, Lancaster House, Grange Business Park, Enderby Road
Leicester
LE8 6EP
Country
United Kingdom
Internet address
six.4.4) Service from which information about the review procedure may be obtained
Stonewater Ltd
Suite C, Lancaster House, Grange Business Park, Enderby Road
Leicester
LE8 6EP
Country
United Kingdom