Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Newport City Homes
sarah, Central Office Nexus House, Mission Court,
Bristol
NP20 2DW
UK
Contact person: Sarah Kelly
Telephone: +44 1633227713
E-mail: Sarah.kelly@newportcityhomes.com
NUTS: UKL21
Internet address(es)
Main address: www.newportcityhomes.com
I.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-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7
Tenders or requests to participate must be sent to the abovementioned address
I.4) Type of the contracting authority
Other: Housing Association
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
NCH Out of Hours Contact Centre Operations
Reference number: NCH/HOME/2232
II.1.2) Main CPV code
72212333
II.1.3) Type of contract
Services
II.1.4) Short description
Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider
II.1.5) Estimated total value
Value excluding VAT:
500 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKL21
Main site or place of performance:
Monmouthshire and Newport
II.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.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
500 000.00
GBP
II.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
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.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
III.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
24/01/2023
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.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)
IV.2.7) Conditions for opening of tenders
Date:
24/01/2023
Local time: 12:00
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
Yes
VI.3) Additional information
For more information about this opportunity, please visit the Delta eSourcing portal at:
<a href="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</a>
To respond to this opportunity, please click here:
<a href="https://nch.delta-esourcing.com/respond/7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/respond/7ZF38UQTZ7</a>
GO Reference: GO-20221221-PRO-21797407
VI.4) Procedures for review
VI.4.1) Review body
Newport City Homes Housing Association Limited
Newport City Homes,, Central Office Nexus House, Mission Court,
Newport
NP20 2DW
UK
Telephone: +44 1633227713
VI.4.2) Body responsible for mediation procedures
Newport City Homes
Newport City Homes,, Central Office Nexus House, Mission Court,
Newport
NP20 2DW
UK
Telephone: +44 1633227713
VI.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
UK
Telephone: +44 1633227713
VI.5) Date of dispatch of this notice
21/12/2022