Contract notice
Section I: Contracting
authority
I.1) Name and addresses
HM Revenue and Customs
United Kingdom
5W Ralli Quays, Stanley Street
Salford
M60 9LA
UK
Contact person: Liam Osborn
Telephone: +44 3000532848
E-mail: liam.osborn@hmrc.gov.uk
NUTS: UK
Internet address(es)
Main address: https://www.gov.uk/government/organisations/hm-revenue-customs
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://www.contractsfinder.service.gov.uk/Search
Additional information can be obtained from another address:
HM Revenue and Customs
5W Ralli Quays, Stanley Street
Salford
M60 9LA
UK
Contact person: Ken Webster
Telephone: +44 7799034678
E-mail: ken.webster1@hmrc.gov.uk
NUTS: UK
Internet address(es)
Main address: https://www.gov.uk/government/organisations/hm-revenue-customs
Tenders or requests to participate must be sent electronically to:
https://s1-eu.ariba.com/Sourcing/Main/ad/register/SSOActions?realm=hmrc&passwordadapter=SourcingSupplierUser&type=full
Tenders or requests to participate must be sent to the abovementioned address
I.4) Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5) Main activity
Other: Direct and indirect taxation
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Engagement Programme — Telephony Services
Reference number: SR262311167
II.1.2) Main CPV code
32429000
II.1.3) Type of contract
Services
II.1.4) Short description
HMRC’s telephony platform contract expires 23.1.2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A ‘best in breed’ approach has been adopted, aiming to procure telephony technologies that can work together and with other contact engagement components, to deliver excellent, digital first, customer service.
The current budget for the initial 4-year contract term for all 3 requirement lots is 57 000 000 GBP. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of 57 000 000 GBP be exceeded. The overall 91 000 000 GBP value includes for the optional extension of the contract for a total of a further 2 years.
II.1.5) Estimated total value
Value excluding VAT:
91 000 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
Yes
Tenders may be submitted for all lots
Maximum number of lots that may be awarded to one tenderer: 3
The contracting authority reserves the right to award contracts combining the following lots or groups of lots:
There are 3 lots in total:
1) Core Telephony, Carrier Services and Systems Integration;
2) Voice Automation;
3) Recording and Analytics.
The authority reserves the right to award contract/s combining any or all of the lots, with the authority carrying out an open and transparent evaluation process in line with the Public Contract Regulations 2015.
II.2) Description
Lot No: 1
II.2.1) Title
Core Telephony, Carrier Services and Systems Integration
II.2.2) Additional CPV code(s)
79512000
79342300
72222300
64227000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
United Kingdom.
II.2.4) Description of the procurement
The core system
The core telephony capabilities for receiving, queuing and handling inbound telephone calls and making bulk outbound calls;
Carrier services
The capability to make and receive calls from the public telecommunications network, including the provisions of connections to the public network, intelligent network layer and a range of non-geographic telephone numbers
Systems integrator
Performing the IT Delivery Lead role to ensure that the different telephony systems delivered under lots 1 – 3 will integrate with each other and with the wider ecosystem.
II.2.5) Award criteria
Criteria below:
Quality criterion: Social, Environmental and Innovative characteristics
/ Weighting: 10
Quality criterion: Technical merit
/ Weighting: 50
Cost criterion: Cost
/ Weighting: 40
II.2.6) Estimated value
Value excluding VAT:
26 000 000.00
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:
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
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
Lot No: 2
II.2.1) Title
Voice Automation
II.2.2) Additional CPV code(s)
48314000
48512000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
United Kingdom.
II.2.4) Description of the procurement
The use of voice automation in identifying a caller's identity, intent, call steering and voice self-service Applications.
Voice biometrics 3 capability to deliver secure and accurate identity management.
II.2.5) Award criteria
Criteria below:
Quality criterion: Social, environmental and innovative characteristics
/ Weighting: 10
Quality criterion: Technical merit
/ Weighting: 50
Cost criterion: Cost
/ Weighting: 40
II.2.6) Estimated value
Value excluding VAT:
23 000 000.00
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:
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
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
Lot No: 3
II.2.1) Title
Recording and Analytics
II.2.2) Additional CPV code(s)
48314000
32342450
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
United Kingdom.
II.2.4) Description of the procurement
The recording, storage, transcription and analysis on 100 % of calls received by HMRC. Integrating the analytical capability with all other telephony components.
Securely storing and retrieving large volumes of data and metadata, including c.170 m call recordings for six years plus current tax year.
II.2.5) Award criteria
Criteria below:
Quality criterion: Social, environmental and innovative characteristics
/ Weighting: 10
Quality criterion: Technical merit
/ Weighting: 50
Cost criterion: Cost
/ Weighting: 40
II.2.6) Estimated value
Value excluding VAT:
8 000 000.00
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:
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
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.1.2) Economic and financial standing
List and brief description of selection criteria:
Full details regarding legal, economic, financial and technical information to be provided at the tender stage will be detailed in the tender documentation. Potential tenderers should be aware, however, that they may be required to forward the following information:
(a) a copy of the most recent audited accounts covering the tenderer’s last 2 years of trading (or for the period that is available if trading for less than two years); or
(b) for the most recent full year of trading, where this information is not available in audited form, a copy of the draft or unaudited financial accounts or equivalent information showing the tenderer’s turnover, profit and loss and cash flow position and an end period balance sheet or, where this cannot be provided, a statement signed by the finance director or similar responsible person detailing any major changes in the current financial position since the date of the latest audited accounts provided.
Minimum level(s) of standards required:
Suppliers must not propose solutions with annual costs which are higher than 50 % of their annual turnover.
III.1.3) Technical and professional ability
List and brief description of selection criteria:
Data security.
Minimum level(s) of standards required:
Economic operators will need to ensure that all data storage and processing must not be processed, stored or accessed outside the United Kingdom without the express permission of the authority, in accordance with the authority’s offshoring policy.
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.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2019/S 153-377208
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
28/01/2020
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: 12 (from the date stated for receipt of tender)
IV.2.7) Conditions for opening of tenders
Date:
28/01/2020
Local time: 12:00
Place:
Salford.
Information about authorised persons and opening procedure:
The authority will be using an e-sourcing (eTendering) tool/application for this procurement. This prevents any information provided by the applicant or tenderer from being viewed by the authority until the eSourcing event is closed. The e-sourcing (e-tendering) application will display the closing date/time within the event and automatically close the event when the time is reached. Once the event is closed only personnel who have access to the event within the system will be able to open and view the tender responses. Therefore, the opening time for tenders will coincide with the close date and time for the event and all tenders will become visible to personnel who have access to the event within the system.
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
Any selection of tenderers will be based solely on the criteria set out for the procurement. Economic operators who wish to view the tender documentation electronically can do so by searching on the Contracts Finder website: https://www.contractsfinder.service.gov.uk/Search login 48 hours after the dispatch of this notice. HMRC uses an HMRC instance of SAP Ariba Sourcing Pro (thereafter referred to as HMRC’s SAP Ariba) and this must be used to express an interest and/or bid for the opportunity. (Further information about HMRC’s SAP Ariba is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm) Economic operators who have used HMRC’s SAP Ariba previously will be registered as part of the HMRC Ariba Supplier Network and you should access the system to obtain your account ID number. Contact details on the system should be checked and, where necessary, additional users added to help avoid multiple registrations for the same organisation. Previously registered users having difficulty recovering their account ID number or identifying users within their organisation should email for assistance sapariba.hmrcsupport@hmrc.gov.uk
Economic operators using HMRC’s SAP Ariba for the first time, including suppliers who are already registered on the wider SAP Ariba supplier network, will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full. (You must ensure that you are directed to the registration page for HMRC’s SAP Ariba, identified with the HMRC logo at the top of the page, and to do this you may need to cut and paste the web address directly into your web browser). You will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email confirming the ‘registration process is now complete’ and providing you with ‘your organisation’s account ID’ number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made.
Once you have obtained ‘your account ID’ number, please email e.procurement@hmrc.gov.uk with the following information as confirmation that you wish to express an interest and/or bid for the opportunity.
The contract reference of this contract notice (Customer Engagement Programme — Telephony Services; SR262311167
Your HMRC SAP Ariba account ID: AN
Your organisation’s name:
Your name:
Your email address:
Your telephone number:
You must ensure that you express an interest in sufficient time to allow you to submit your bid.
Economic operators who have complied with the foregoing will receive an e-mail confirming access to the online questionnaires. If access is not provided within one working day, please contact e.procurement@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your request for access to the online questionnaires was first made.
Questionnaires must be fully completed (and any associated hard-copy documents received by HMRC) no later than 12.00 on 28.1.2020. The deadline for clarification questions is 14.1.2020 with responses provided by 21.1.2020 which will allow the required 6 days for the information to be considered. Tenders not submitted in the required form (or containing the requested information) may be rejected. HMRC does not bind itself to accept any tender and reserves the right to accept any part of the tender unless the tenderer expressly stipulates to the contrary.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=441569290
GO Reference: GO-20191212-PRO-15679039
VI.4) Procedures for review
VI.4.1) Review body
HMRC
5W Ralli Quays
Salford
M60 9LA
UK
VI.5) Date of dispatch of this notice
12/12/2019