Section one: Contracting authority
one.1) Name and addresses
Historic England
The Engine House, Firefly Avenue
Swindon
SN2 2EH
Contact
Yuliia Patsora
Yuliia.Patsora@historicengland.org.uk
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://in-tendhost.co.uk/historicengland/aspx/Home
Buyer's address
https://in-tendhost.co.uk/historicengland/aspx/Home
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/historicengland/aspx/Home
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://in-tendhost.co.uk/historicengland/aspx/Home
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Recreation, culture and religion
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Historic England Customer Service Provision
Reference number
P/REF 00000325
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Historic England requires a Customer Service supplier to act as first point of contact for Historic England for general enquiries and as a filter for other enquiries, working to an agreed service standard. This is required Monday to Friday year-round between 09:00-17:00. Historic England expects this work to be carried out from the supplier's premises or workers' homes without any requirement for an onsite presence at Historic England. This service will include seven core components with one optional component for possible inclusion on 1 March 2026. Historic England is committed to continuous improvement and is looking for a customer service partner to work with us to develop the quality of our service.Further information about expected volume of enquiries and the breakdown of previous contractors is included in Appendix 4.1.
two.1.5) Estimated total value
Value excluding VAT: £460,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
- 79342300 - Customer services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
Swindon Office
two.2.4) Description of the procurement
Please see ITT Documentation.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £460,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
2 December 2024
End date
31 March 2028
This contract is subject to renewal
No
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
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
N/A
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
29 August 2024
Local time
9:30am
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
Tender must be valid until: 29 October 2024
four.2.7) Conditions for opening of tenders
Date
29 August 2024
Local time
9:30am
Place
Online
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: January 2028
six.4) Procedures for review
six.4.1) Review body
N/A
N/A
N/A
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
N/A