Section one: Contracting authority
one.1) Name and addresses
Social Security Scotland
3rd Floor, Agnes Husband House, 17 South Union Street
Dundee
DD1 4BF
Contact
Lauren Lochhead
Lauren.Lochhead@socialsecurity.gov.scot
Telephone
+44 1412425913
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
https://www.socialsecurity.gov.scot/
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30345
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained 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
National or federal Agency/Office
one.5) Main activity
Social protection
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information
Reference number
S/24/059
two.1.2) Main CPV code
- 64214000 - Dedicated-business telephone network services
two.1.3) Type of contract
Services
two.1.4) Short description
Social Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.
two.1.5) Estimated total value
Value excluding VAT: £20,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32429000 - Telephone network equipment
- 64215000 - IP telephone services
- 64211100 - Local telephone services
- 64214000 - Dedicated-business telephone network services
- 32524000 - Telecommunications system
- 64200000 - Telecommunications services
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
two.2.4) Description of the procurement
It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services.
Stages in the procurement are:
1. Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information).
2. Contract Notice/ Call for Competition
3. Invitation to Tender
4. Negotiations
5. Contract Award
two.2.6) Estimated value
Value excluding VAT: £20,000,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
72
This contract is subject to renewal
Yes
Description of renewals
It is anticipated that the contract will be for a period of 72 months with the option to extend for an additional 36 months in total, proposed as 3 x 1 year extensions. The initial period is inclusive of any required mobilisation activities.
two.2.11) Information about options
Options: Yes
Description of options
Details relating to options will be included in the call for competition.
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 estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed).
two.3) Estimated date of publication of contract notice
8 October 2024
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
At the call for competition stage, relevant selection criteria will be included in the Single Procurement Document (SPD) Scotland module.
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.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
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
A Request for Information questionnaire is available on Public Contracts Scotland Tender. To access the Request for Information please register with the following website and enter the code "project_26877".
https://www.publictendersscotland.publiccontractsscotland.gov.uk/
Please complete the Request for Information questionnaire and respond as detailed in the instructions within the document. This is a market testing exercise which will be used to refine our requirements.
Please also register your interest in this notice by following the instructions below.
Please note key dates below -
Register to attend Supplier Awareness Event
18 July 2024 12:00:00 Midday
Supplier Awareness Event
22 July 2024 15:00-17:00
Supplier questions deadline
25 July 2024 12:00:00 Midday
Return of Request for Information
29 July 2024 12:00:00 Midday
NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=768139.
(SC Ref:768139)
six.4) Procedures for review
six.4.1) Review body
Edinburgh Sheriff Court House
27 Chambers Street
Edinburgh
EH1 1LB
Country
United Kingdom