Section one: Contracting authority
one.1) Name and addresses
Newport City Homes
sarah, Central Office Nexus House, Mission Court,
Bristol
NP20 2DW
Contact
Sarah Kelly
Sarah.kelly@newportcityhomes.com
Telephone
+44 1633227713
Country
United Kingdom
Region code
UKL21 - Monmouthshire and Newport
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Housing Association
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
NCH Out of Hours Contact Centre Operations
Reference number
NCH/HOME/2232
two.1.2) Main CPV code
- 72212333 - Contact management software development services
two.1.3) Type of contract
Services
two.1.4) Short description
Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider
two.1.5) Estimated total value
Value excluding VAT: £500,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKL21 - Monmouthshire and Newport
Main site or place of performance
Monmouthshire and Newport
two.2.4) Description of the procurement
NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:
a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services
b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)
c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.
d.Support customers with any technical difficulties in accessing services on Mobile App & Website
e.Transfer calls to repair and operational teams where specialist advice or support is required.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £500,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
Yes
Description of renewals
dependent on business requirements at the end of the contract
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
The bidder must have a proven track record of offering similar services to other organisations.
The bidder must be able to provide both operations and technology services
The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery
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
Date
24 January 2023
Local time
12:00pm
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
24 January 2023
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
six.3) Additional information
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7
To respond to this opportunity, please click here:
https://nch.delta-esourcing.com/respond/7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/respond/7ZF38UQTZ7
GO Reference: GO-20221221-PRO-21797407
six.4) Procedures for review
six.4.1) Review body
Newport City Homes Housing Association Limited
Newport City Homes,, Central Office Nexus House, Mission Court,
Newport
NP20 2DW
Telephone
+44 1633227713
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Newport City Homes
Newport City Homes,, Central Office Nexus House, Mission Court,
Newport
NP20 2DW
Telephone
+44 1633227713
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
Newport City Homes
Newport City Homes,, Central Office Nexus House, Mission Court,
Newport
NP20 2DW
Telephone
+44 1633227713
Country
United Kingdom