Section one: Contracting authority/entity
one.1) Name and addresses
Bazalgette Tunnel Limited
Cottons Centre, Cottons Lane
London
SE1 2QG
Telephone
+44 2031477700
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Project Helpline Services
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement at the time of conclusion of the contract:
The initial contract was awarded by Bazalgette Tunnel Limited, trading as Tideway, as the regulated Infrastructure Provider.
Tideway is a standalone entity with its own license from its regulator, Ofwat, that is responsible for the delivery of the Thames Tideway Tunnel (TTT), which is a significant infrastructure asset.
Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project.
Initial contract commencement date was January 2018 with service termination seen in November 2020 due to Covid-19 disruption. Service transitioned across to new provider in November 2020.
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
34
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.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2017/S 154-320500
Section five. Award of contract/concession
Contract No
Provision of Project Helpline Services
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
20 November 2020
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Foundever GB Limited
London
Country
United Kingdom
NUTS code
- UKI - London
The contractor/concessionaire is an SME
No
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £750,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Court
Royal Courts of Justice, Strand
London
WC2L 2LL
Country
United Kingdom
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 79512000 - Call centre
seven.1.3) Place of performance
NUTS code
- UKI - London
seven.1.4) Description of the procurement:
Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project.
The Provider will be required to provide a dedicated twenty-four hour / seven days a week call handling facility to include normal office hours, as agreed by the client, and out of hours capability to also include bank holidays and weekends and any emergency cover when required to ensure the service is fully operational at all times. The Provider will be responsible for provision of all equipment, facilities and staff training, deployment and on-going management to ensure the service is fully operational.
The Provider will be required to host and manage a dedicated database capturing all calls received and ensuring all details are recorded in a secure but accessible format.
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Start date
21 November 2023
End date
20 November 2025
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£150,000
seven.1.7) Name and address of the contractor/concessionaire
Foundever GB Limited
London
Country
United Kingdom
NUTS code
- UKI - London
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
Tideway requires an extension to the current contract to ensure service provision is in place up until planned project completion of mid-2025. It is likely the service will be required on a diminishing scale.
seven.2.2) Reasons for modification
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee.
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
Initial procurement activity commenced in 2018 resulting in appointment of Springboard Marketing Limited (Springboard) and contract commencement in 2019.
Springboard notified Tideway in mid-2020 that due to the impacts of the Covid 19 pandemic on the Springboard business with a consequence being a reduction in resourcing levels and capacity, Springboard would not be able to continue to provide the services to Tideway post November 2020. In order to ensure service provision and effective management of project stakeholders, Tideway engaged Foundever GB Limited for provision of project helpline services from November 2020 – November 2023.
With service requirement planned up until mid-2025 and on a diminishing scale across that period, it is Tideway’s intention to instruct Foundever GB Limited to continue with provision of project helpline services.
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £150,000
Total contract value after the modifications
Value excluding VAT: £540,000