Section one: Contracting authority
one.1) Name and addresses
Dundee City Council
Dundee City Council, Procurement, Dundee House, Floor 4, 50 North Lindsay Street
DUNDEE
DD1 1NZ
Contact
Claire Petrie
claire.petrie@dundeecity.gov.uk
Telephone
+44 1382433417
Country
United Kingdom
NUTS code
UKM71 - Angus and Dundee City
Internet address(es)
Main address
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00220
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
www.publiccontractsscotland.gov.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
www.publiccontractsscotland.gov.uk
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
TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES
Reference number
DCC/IT/259/23
two.1.2) Main CPV code
- 72222300 - Information technology services
two.1.3) Type of contract
Services
two.1.4) Short description
Implementation of Omnichannel Services
two.1.5) Estimated total value
Value excluding VAT: £147,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72222300 - Information technology services
two.2.3) Place of performance
NUTS codes
- UKM71 - Angus and Dundee City
Main site or place of performance
Dundee City
two.2.4) Description of the procurement
The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council.
The preferred supplier or suppliers will be called upon to provide various levels of assistance.
The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required.
The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence.
The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.
two.2.5) Award criteria
Quality criterion - Name: ChatBot/WebChat Requirements / Weighting: 33
Quality criterion - Name: Conversational Automated Intelligence Requirements / Weighting: 32
Quality criterion - Name: Technical Requirements / Weighting: 10
Quality criterion - Name: Out of the Box Capability / Weighting: 10
Quality criterion - Name: Account Management and Support / Weighting: 10
Quality criterion - Name: Community Benefits / Weighting: 2.5
Quality criterion - Name: Fair Work First / Weighting: 2.5
Price - Weighting: 20
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
Option to extend for 1 + 1 years
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
Detailed within the tender documents
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
Originally published as:
Date
3 January 2024
Local time
12:00pm
Changed to:
Date
29 February 2024
Local time
12:00pm
See the change notice.
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
Duration in months: 3 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
3 January 2024
Local time
12:00pm
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.3) Additional information
NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=751549.
The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx.
Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
Community benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/
A summary of the expected community benefits has been provided as follows:
Contractors will be asked to deliver community benefit activity as a mandatory element of this contract.
In June 2018 Dundee City Council approved a Community Benefits from Procurement Policy which includes a Council wide approach intended to secure the maximum economic and social benefits for the citizens of Dundee from City Council Procurement, within the current legal framework.
Community Benefits is the term used to refer to a range of 'social issues' including targeted recruitment and training, equal opportunities considerations, supply chain initiatives, awareness raising programmes and community engagement activity which contribute more widely to sustainable procurement.
Sustainable procurement is defined as “a process that achieves value for money on a whole life basis and generates benefits not only to the organisation, but also to society and the economy whilst minimising damage to the environment.”
As part of this policy, Dundee City Council is committed to securing Community Benefits from procured contracts and will require the successful bidder to work with it, as part of the delivery of the contract in transforming the community in a real and sustainable manner.
Community Benefit Requirements
To this end, Bidders for contract will be required to deliver two Community Benefit activities per annum for duration of this contract. Community Benefit activity can include the following
Awareness Raising Event for community group, college or school – this could include a wide range of activities which support learning and employability such as talks about environmental issues for school, college or university students or job seekers; training workshops carried out by contractors for target groups to raise awareness of their sector and its benefits and where appropriate the careers available, motivational talks, school talks, or to run events which tie in with a particular aspect of the curriculum.
Community Support Activity or Community Wish – the council is developing a Community Wishes approach which will gather and moderate requests for support for small community projects. These will be wide ranging but likely to include requests to provide materials or volunteer labour to support small community projects including community gardens, allotment projects or community clear ups.
(SC Ref:751549)
six.4) Procedures for review
six.4.1) Review body
Dundee Sheriff Court
6 West Bell Street
Dundee
DD1 9AD
Telephone
+44 1382229961
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Scottish Courts Service
Saughton House, Broomhouse Drive
Edinburgh
EH11 3XD
Telephone
+44 1314443300
Country
United Kingdom