Section one: Contracting authority
one.1) Name and addresses
Thirteen Housing Group Limited
2 Hudson Quay, Windward Way
Middlesbrough
TS2 1QG
Contact
Sara Vasey
procurement@thirteengroup.co.uk
Telephone
+44 03001111000
Country
United Kingdom
NUTS code
UKC - North East (England)
Internet address(es)
Main address
https://in-tendhost.co.uk/thirteengroup/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/thirteengroup
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/thirteengroup
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
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Income Maximisation Project
Reference number
THIR 21 473
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short description
We require an Intelligent automation risk based artificial intelligence and machine learning approach to caseload management and collecting debt which also includes an integrated call handling and text messaging solution. This will work alongside our current housing management system, Orchard but also has the capacity to work alongside other housing management systems if this was to change. Through behavioural science the system must optimise the benefits of nudge theory to ensure that as a business we maximise our income through maximising automation opportunities and ensuring that manual intervention is made only when needed and in a way that will provide Thirteen with the best outcome.
two.1.5) Estimated total value
Value excluding VAT: £600,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
two.2.4) Description of the procurement
1. Identification through an operational dashboard, of account actions for current and former accounts (all product types) daily based on risk, which categorise actions based on both manual and automated interventions and in line with our escalation process2.Automation of contacts with customers based on risk; the segment of the customer group and the best method and time of day around general customer behaviour.3.Automation must include text messaging and outbound dialing with a desirable requirement for automation of appropriate letters following the recovery process.4.The call handling/text messaging solution should be able to interface with our existing 8 x 8 telephony system or at least have an appropriate "hand off" solution to provide a seamless experience for our customers.5.All call handling/text messaging solutions must be in line with GDPR and call handling best practice. 6.All call handling/text messaging solutions must have the ability for Thirteen to be able to control the flow of calls/text to both maximise the capacity, but also slow the calls down as appropriate within our touchpoint (contact) centre to minimising failure demand, maximise customer satisfaction and ensure high uptake.7.There is requirement that the automation would include current arrears, former tenant arrears across a variety of products such as general needs, housing for older people, supported accommodation, leaseholders, shared owners and students. These also have a variety of debit frequencies and tenure types.8.A daily update would be required on all successful and unsuccessful automated contacts and must be able to integrate back to Orchard (or alternative system) in real time, stating the time, date, type of action and where applicable detail of the text/voice message/letter sent.9.The successful supplier must be able to evidence that they have been able to adapt their solution with an organisation of similar size and operating model to Thirteen and would also work in collaboration with Thirteen to ensure that the system was bespoke to our requirements, and to continue to work in partnership to maximise the outcome of the product in our continually changing environment.10. The system will also understand the group of customers where we would get the same result if we did nothing as opposed to unnecessary contact.11.The system must have dashboards bespoke to the individual coordinator alongside higher level dashboard which will provide an overview of performance in relation to income recovery and actions taken, it must also, provide an overview of automation and manual intervention actions with live reports in relation to user activity.12.We have a desire to expand automation to customers including regular check-ins to vulnerable customers.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Cost criterion - Name: Price / Weighting: 40
two.2.6) Estimated value
Value excluding VAT: £600,000
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
3 year initial term plus options to extend of 1 year plus 1 year
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 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
20 December 2021
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
20 December 2021
Local time
12:15pm
Place
Thirteen Housing Group, Middlesbrough
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.4) Procedures for review
six.4.1) Review body
Public Procurement Review service
London
publicprocurementreview@cabinetoffice.gov.uk
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
The contracting authority will incorporate a minimum 10 calendar day standstill period from the day the information on the award of the contract is communicated to tenderers.If an appeal regarding the award of the contract has not been fully resolved, the Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be started within 30 days beginning with the date when the aggrieved party first knew, or ought to have known, that grounds for starting proceedings had arisen. The Court may extend the time limit for starting proceedings where the Court considers that there is a good reason for doing so but not so as to permit proceedings to be started more than 3 months after that date. Where a contract has not been entered into, the Court may order the setting aside of the award decision or order the contracting authority to amend any document and may award damages. If the contract has been entered into the Court may only award damages, or where the contract award procedures have not been followed correctly, declare the contract to be ineffective
six.4.4) Service from which information about the review procedure may be obtained
Public Procurement Review Service
Cabinet Office
London
publicprocurementreview@cabinetoffice.gov.uk
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit