Contract notice
Section I: Contracting
authority
I.1) Name and addresses
One Housing Group Limited
232075135
100 Chalk Farm Road
London
NW1 8EH
UK
Contact person: David Golledge
Telephone: +49 7747568205
E-mail: dgolledge@onehousing.co.uk
NUTS: UKI
Internet address(es)
Main address: http://www.onehousing.co.uk/
Address of the buyer profile: http://www.onehousing.co.uk/
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://xantive.supplierselect.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the abovementioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:
https://xantive.supplierselect.com
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Provision of a Software as a Service Customer Contact Management (CCM) Solution.
Reference number: 013-DG-OHG
II.1.2) Main CPV code
48000000
II.1.3) Type of contract
Services
II.1.4) Short description
Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).
The CCM solution shall be fully integrated to the Customers' systems infrastructure and based upon cloud technology, Software as a Service (SaaS) and Platform as a Service (PaaS) technology.
Requirement that the CCM system shall be based upon a Commercial of the Shelf (COTS) solution thereby minimising any customisation.
The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.
II.1.5) Estimated total value
Value excluding VAT:
400 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
48517000
48210000
48219700
48223000
48510000
48811000
50300000
50330000
50334400
72000000
72200000
72210000
72211000
72212000
72212200
72212223
72212445
72212510
72224100
72226000
72227000
72253000
72253100
72253200
72254000
72254100
72261000
72263000
72265000
72267000
72268000
72267200
II.2.3) Place of performance
NUTS code:
UKI
II.2.4) Description of the procurement
Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).
The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.
The requirements involve the provision of a Customer Contact Management (CCM) system and platform based within the cloud. The system will include the following key features (Note: All features may not be adopted immediately):
Universal Queue
Multichannel
Self Service
Telephony
Email
Chat functionality
Web Call-back
Social Media (Twitter & Facebook)
SMS
Wallboards
Enhanced Reporting capabilities
CRM integration via API's
PCI DSS Call Recording
Operator Console (Switchboard)
Provide a Universal Agent queue for all media
Provide an overall enhanced customer experience, increased satisfaction
Replacement of the existing End of Life Avaya telephony platform that provides current Automatic Call Distribution for the business
A solution that has a clear defined product roadmap
A Skype for Business certified Customer Contact Management solution to allow inter-system operability
A pay as you use service, turn features on/off as required
Enable a mobile workforce
Provide an intuitive end user desktop display which will allow drag and drop of routine tasks
Enhanced Reporting capabilities
Description of the requirements including specified functional / non-functional requirements is available with the published procurement documents.
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:
400 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start:
01/02/2018
End:
31/01/2023
This contract is subject to renewal: No
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
Criteria specified in the procurement documents available to all interested suppliers.
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.1.2) 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
III.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
IV.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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:
25/09/2017
Local time: 12:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
29/09/2017
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)
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.4) Procedures for review
VI.4.1) Review body
One Housing Group Limited
London
UK
VI.5) Date of dispatch of this notice
24/08/2017