Section one: Contracting authority/entity
one.1) Name and addresses
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062000
Country
United Kingdom
NUTS code
UKM82 - Glasgow City
Internet address(es)
Main address
Buyer's address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centre Services
Reference number
2019-SLC-252
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.2) Description
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 at the time of conclusion of the contract:
The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following: •management of customer contact through social media channels, secure messaging and chatbots •ad-hoc administration work to support account processing •additional blended work to support contact and repayments processing •outbound calling •web chat
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
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 four. Procedure
four.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2021/S 000-004952
Section five. Award of contract/concession
Contract No
2019-SLC-252
Title
Contact Centre Services
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
4 March 2021
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Teleperformance Limited
Spectrum Building, Bond Street
Bristol
BS1 3LG
Country
United Kingdom
NUTS code
- UKK11 - Bristol, City of
National registration number
02060289
Internet address
The contractor/concessionaire is an SME
No
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £50,600,000
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=787188983" target="_blank">https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=787188983
GO Reference: GO-202367-PRO-23141709
six.4) Procedures for review
six.4.1) Review body
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062109
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
Telephone
+44 1413062109
Country
United Kingdom
Internet address
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 79342300 - Customer services
seven.1.3) Place of performance
NUTS code
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
seven.1.4) Description of the procurement:
The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following: •management of customer contact through social media channels, secure messaging and chatbots •ad-hoc administration work to support account processing •additional blended work to support contact and repayments processing •outbound calling •web chat
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£50,600,000
seven.1.7) Name and address of the contractor/concessionaire
Teleperformance Limited
Spectrum Building, Bond Street
Bristol
BS1 3LG
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
02060289
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
Increase in the overall value of the contract.
seven.2.2) Reasons for modification
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee.
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
SLC can show that all 3 requirements of Reg 72(1)(c) are met. Firstly, at the point of agreement commencement, there was no way to anticipate the impact of the Covid-19 pandemic or the cost of living crisis and the impact it would have on recruitment. Secondly, the overall nature of the contract is not being modified (nor is the term). Finally, the anticipated increase in value would still fall below 50% of the original £50.6m value approved/advertised (i.e. below £75.3m).
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £50,600,000
Total contract value after the modifications
Value excluding VAT: £75,000,000