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.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. The Enquiry Handling Service provider will manage enquiries across each of the pillars, and will direct individuals/entrepreneurs on their ‘customer journey.’ The service will cover all 11 Councils in Northern Ireland.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £500,000
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
- UKN06 - Belfast
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.
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
Quality criterion - Name: Quality / Weighting: 65
Quality criterion - Name: Social Value / Weighting: 15
Quality criterion - Name: Cost / Weighting: 20
Price - Weighting: 20
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 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.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-016255
Section five. Award of contract
Contract No
T2438
Title
Northern Ireland Entrepreneurship Support Service (NIESS) Enquiry Handling Service
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
25 September 2023
five.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Like Us NE Limited
Unit 3 Evolution Wynyard Avenue
Wynyard
TS22 5TB
Country
United Kingdom
NUTS code
- UKE2 - North Yorkshire
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £500,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
Chichester Street
Belfast
BT1 3JY
Country
United Kingdom