Contract award notice
Results of the procurement procedure
Section I: Contracting
authority
I.1) Name and addresses
Kingston upon Hull City Council
Corporate Procurement, Room 154, 3rd Floor, The Guildhall, Alfred Gelder Street
Hull
HU1 2AA
UK
E-mail: andrea.tether@hullcc.gov.uk
NUTS: UKE11
Internet address(es)
Main address: http://www.hullcc.gov.uk
Address of the buyer profile: https://www.yortender.co.uk
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Provision of a Corporate Contact Centre.
Reference number: A855 NW0Y8Q
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Kingston upon Hull City Council is seeking a provider to supply a Corporate Contact facility. The Corporate Contact centre facility is the primary contact point for customers of Hull City Council, providing information and taking requests for services via a number of channels, live calls, automated calls, emails and social media, for a wide range of services.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
6 850 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79500000
79510000
79511000
II.2.3) Place of performance
NUTS code:
UKE11
II.2.4) Description of the procurement
Kingston upon Hull City Council is seeking a provider to supply a Corporate Contact facility. The Corporate Contact centre facility is the primary contact point for customers of Hull City Council, providing information and taking requests for services via a number of channels, live calls, automated calls, emails and social media, for a wide range of services.
II.2.5) Award criteria
Quality criterion: Customer enablement
/ Weighting: 13
Quality criterion: Service and quality
/ Weighting: 8
Quality criterion: Service delivery
/ Weighting: 10
Quality criterion: Information technology
/ Weighting: 9
Quality criterion: Social value
/ Weighting: 10
Price
/ Weighting:
50
II.2.11) Information about options
Options:
Yes
Description of options:
The contract will have an option to extend for a further 12 months subject to satisfactory performance of the contracted provider.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) Additional information
The contract can also be accessed by the following organisations:
Humber NHS Foundation Trust;
Hull and East Riding Hospitals NHS Trust;
Humberside Fire and Rescue;
Humberside Police;
NHS Clinical Commissioning Group;
Yorkshire Ambulance Service;
City Healthcare Partnership CIC;
Hull Culture and Leisure Limited;
Hull UK City of Culture 2017 Limited;
Kingstown Works Limited.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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:
2016/S 090-160060
Section V: Award of contract
Contract No: A855 NW0Y8Q
Title: Provision of a Corporate Contact Centre
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
03/10/2016
V.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Civica UK Limited
London
SW15 6AR
UK
NUTS: UKI
Internet address(es)
URL: https://www.civica.co.uk
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 6 850 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
The contract can be accessed by the following organisations:
Humber NHS Foundation Trust, Hull and East Riding Hospitals NHS Trust, Humberside Fire and Rescue, Humberside Police, NHS Clinical Commissioning Group, Yorkshire Ambulance Service, City Healthcare Partnership CIC, Hull Culture and Leisure Limited, Hull UK City of Culture 2017 Limited, Kingstown Works Limited.
VI.4) Procedures for review
VI.4.1) Review body
The Town Clerk
The Guildhall, Alfred Gelder Street
Hull
HU1 2AA
UK
Telephone: +44 1482300300
VI.4.2) Body responsible for mediation procedures
VI.4.4) Service from which information about the review procedure may be obtained
VI.5) Date of dispatch of this notice
06/12/2016