Section one: Contracting authority
one.1) Name and addresses
The Open University
Procurement Services, Walton Hall,
Milton Keynes
MK7 6BP
Contact
Sarah Dunn
Telephone
+44 1908274066
Country
United Kingdom
NUTS code
UKJ12 - Milton Keynes
Internet address(es)
Main address
https://in-tendhost.co.uk/openuniversity
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/openuniversity
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/openuniversity
Tenders or requests to participate must be submitted to the above-mentioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
https://in-tendhost.co.uk/openuniversity
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021
Reference number
OUPA10710
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU.
two.1.5) Estimated total value
Value excluding VAT: £464,000
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
two.2.3) Place of performance
NUTS codes
- UKJ12 - Milton Keynes
two.2.4) Description of the procurement
The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU. The operating hours of both SCDHD and OOH service provision are as detailed in the table below.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
13 April 2022
End date
12 April 2026
This contract is subject to renewal
Yes
Description of renewals
Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU.
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
Restricted 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
18 January 2022
Local time
8:55pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
30 January 2022
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: 1 June 2022
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
The Open University
Walton Hall
Milton Keynes
MK7 6AA
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
The Open University
Walton Hall
Milton Keynes
MK7 6AA
Country
United Kingdom