Provision of Telephony and Contact Centre Services

  • National Association of Citizens Advice Bureaux

F02: Contract notice

Notice reference: 2021/S 000-021940

Published 3 September 2021, 4:55pm

Section one: Contracting authority

one.1) Name and addresses

National Association of Citizens Advice Bureaux

200 Aldersgate






United Kingdom

NUTS code

UKI - London

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


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


one.5) Main activity

Other activity


Section two: Object

two.1) Scope of the procurement

two.1.1) Title

Provision of Telephony and Contact Centre Services

Reference number


two.1.2) Main CPV code

  • 32412100 - Telecommunications network

two.1.3) Type of contract


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


This contract is subject to renewal


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


4 October 2021

Local time


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


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





+44 3450103503


United Kingdom

Internet address