Contract award notice
Results of the procurement procedure
Section I: Contracting
authority
I.1) Name and addresses
The British Broadcasting Corporation (BBC)
Broadcasting House, Portland Place
London
W1A 1AA
UK
Contact person: Steven Letham
Telephone: +44 1234567890
E-mail: Steven.Letham@bbc.co.uk
Fax: +44 1234567890
NUTS: UKI
Internet address(es)
Main address: http://www.bbc.co.uk/supplying/
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: Broadcasting
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Audience Services
Reference number: PROC 2016 54 SL
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
BBC Audience Services is the “front door” for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media).
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
35 000 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
22459000
72513000
79342300
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
Marketing Communications and Audiences throughout the UK (including Northern Ireland, the Channel Islands and the Isle of Man).
II.2.4) Description of the procurement
BBC Audience Services is the “front door” for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media). As a high profile organisation under a great deal of constant scrutiny from both the public, the government and other media organisations, our contact centre must be both editorially sound on complaints, and approachable and human on all services. The Audience are at the Heart of Everything we do — that is one of the 6 BBC values — and this service is crucial to delivering on that promise.
II.2.5) Award criteria
Quality criterion: Quality to the audience
/ Weighting: 45
Quality criterion: Quality to the BBC
/ Weighting: 35
Quality criterion: Implementation and transition
/ Weighting: 20
Cost criterion: Cost per quality point
/ Weighting: 100
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 IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2017/S 109-219587
IV.2.9) Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice
Section V: Award of contract
Contract No: 1
Title: Audience Services
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
16/04/2018
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Capita Business Services Ltd
London
UK
NUTS: UKI
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 35 000 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
British Broadcasting Corporation
London
UK
VI.5) Date of dispatch of this notice
19/04/2018