Section one: Contracting authority
one.1) Name and addresses
ForHousing Limited
52 Regent Street
Eccles
M30 0BP
Contact
The Procurement Team
Telephone
+44 1616057606
Country
United Kingdom
Region code
UKD3 - Greater Manchester
Internet address(es)
Main address
Buyer's address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W
Additional information can be obtained from the above-mentioned address
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
Contact Centre System
Reference number
ContactCentre/Dec22/HC
two.1.2) Main CPV code
- 79511000 - Telephone operator services
- JA02 - For computer software
two.1.3) Type of contract
Services
two.1.4) Short description
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
two.1.5) Estimated total value
Value excluding VAT: £220,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79511000 - Telephone operator services
- JA02 - For computer software
two.2.3) Place of performance
NUTS codes
- UKD3 - Greater Manchester
Main site or place of performance
Greater Manchester
two.2.4) Description of the procurement
ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system.
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
two.2.5) Award criteria
Quality criterion - Name: Qualitative Questions / Weighting: 50
Quality criterion - Name: Demonstration / Interview / Weighting: 30
Cost criterion - Name: Pricing / Weighting: 20
two.2.6) Estimated value
Value excluding VAT: £220,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
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
two.2.14) Additional information
The Authority reserves the right to cancel the procurement at any time and not to proceed with all or part of the tender.
The Authority will not, under any circumstances, reimburse any expense incurred by Applicants in preparing their selection questionnaire or tender submissions.
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
As set out in the tender documentation
three.1.2) Economic and financial standing
List and brief description of selection criteria
As set out in the tender documentation
three.1.3) Technical and professional ability
List and brief description of selection criteria
As set out in the tender documentation
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
As set out in the tender documentation
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
16 January 2023
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
16 January 2023
Local time
12:01pm
Place
Eccles, Salford
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
In accordance with the requirements of the Public Contracts Regulations 2015, the tender documents are being made available to Applicants via the Delta portal from the date of issue of this Notice.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W" target="_blank">https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/TF443S634W" target="_blank">https://www.delta-esourcing.com/respond/TF443S634W
GO Reference: GO-20221212-PRO-21696369
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice in the Strand
London
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Royal Courts of Justice in the Strand
London
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
Royal Courts of Justice in the Strand
London
Country
United Kingdom