Section one: Contracting authority
one.1) Name and addresses
National Association of Citizens Advice Bureaux
200 Aldersgate
London
EC1A 4HD
duncan.baldwin@citizensadvice.org.uk
Country
United Kingdom
NUTS code
UKI - London
Internet address(es)
Main address
https://www.citizensadvice.org.uk/
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA37169
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
Charity
one.5) Main activity
Other activity
Charity
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Telephony and Contact Centre Services
Reference number
CA0001
two.1.2) Main CPV code
- 32412100 - Telecommunications network
two.1.3) Type of contract
Supplies
two.1.4) Short description
The Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner.
two.1.5) Estimated total value
Value excluding VAT: £16,100,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32510000 - Wireless telecommunications system
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements.
A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages:
Selection Questionnaire (SQ) Stage
Invitation to Participate in Dialogues (ITPD) Stage
Final Submission
Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure.
The key objectives of the service are to provide platforms for advising the public that are:
Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution.
Flexible: we’ll be able to change them to meet the changing needs of our clients and services
Scalable: able to grow with us as an organisation
Reliable: providing the consistency we need to deliver a great service
Accessible: all of our users (staff and clients) will be able to use them
Affordable: they’ll deliver great value for money
Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.6) Estimated value
Value excluding VAT: £16,100,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
Please see attached documentation.
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 3
Objective criteria for choosing the limited number of candidates:
Please see attached documentation.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Options: up to 24 months extension
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
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
Please see Tender Documents
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
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
Please see Tender Documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive dialogue
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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
4 October 2021
Local time
12:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
21 October 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: No
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
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=223819.
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:223819)
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