Section one: Contracting authority
one.1) Name and addresses
Belfast City Council
9 - 21 Adelaide Street
Belfast
BT2 8DJ
Country
United Kingdom
Region code
UKN06 - Belfast
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
www.e-sourcingni.bravosolution.co.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
www.e-sourcingni.bravosolution.co.uk
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Northern Ireland Entrepreneurship Support Service (NIESS) Enquiry Handling Service
Reference number
T2438
two.1.2) Main CPV code
- 79510000 - Telephone-answering services
two.1.3) Type of contract
Services
two.1.4) Short description
The Northern Ireland Enterprise Support Service (NIESS) will provide enterprise support provision across four pillars (Engage, Foundation, Enabling Growth and Accelerated Scaling) for the whole of Northern Ireland. To manage enquiries across each of the pillars an Enquiry Handling Service is required, to direct individuals/entrepreneurs on their ‘customer journey.’ The service will cover all 11 Councils in Northern Ireland.
two.1.5) Estimated total value
Value excluding VAT: £500,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79500000 - Office-support services
- 79511000 - Telephone operator services
two.2.3) Place of performance
NUTS codes
- UKN - Northern Ireland
two.2.4) Description of the procurement
The Northern Ireland Enterprise Support Service (NIESS) will provide enterprise support provision across four pillars (Engage, Foundation, Enabling Growth and Accelerated Scaling) for the whole of Northern Ireland. To manage enquiries across each of the pillars an Enquiry Handling Service is required, to direct individuals/entrepreneurs on their ‘customer journey.’ The service will cover all 11 Councils in Northern Ireland.
There are significant outcomes expected for the NIESS service. However, it is accepted that the majority of enquiries to the call centre will largely be at the ‘Engage’ and ‘Foundation’ stage of the entrepreneurship journey.
Clients will have the opportunity to make initial enquiries via several options:
• Call centre/Tele handling
• Completion of an enquiry form on the new web portal
• Walk in enquiry at a relevant delivery location or Council Office.
• Directly with a preferred supplier delivering services on behalf of councils.
It is anticipated that the primary aim of the Enquiry Handling Service is to facilitate a projected total of 9,000 enquiries annually. It is anticipated that this will be split across inbound calls, outbound calls, and web site enquiries. It is expected that the Enquiry Handling Service will be in place to manage all telephone enquiries to the service.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
Yes
Description of renewals
The contract shall be for an initial period of 18 months, with the option to extend for a further two periods of twelve months (subject to Council approval, availability of funding, and satisfactory performance of the Contractor)/
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
The Contract shall be effective from the date of award for an initial period of 18 months (until March 2025). Initial funding has been secured in principle, for the 18 months to March 2025. Future delivery beyond March 2025 will be subject to funding to support the delivery of the service.
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: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
10 July 2023
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
Duration in months: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
10 July 2023
Local time
12:05pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
Belfast
Country
United Kingdom