Contract notice
Section I: Contracting
authority
I.1) Name and addresses
The Open University
Procurement Services, Walton Hall,
Milton Keynes
MK7 6BP
UK
Contact person: Sarah Dunn
Telephone: +44 1908274066
E-mail: finance-tenders@open.ac.uk
NUTS: UKJ12
Internet address(es)
Main address: https://in-tendhost.co.uk/openuniversity
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://in-tendhost.co.uk/openuniversity
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://in-tendhost.co.uk/openuniversity
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://in-tendhost.co.uk/openuniversity
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Education
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021
Reference number: OUPA10710
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU.
II.1.5) Estimated total value
Value excluding VAT:
464 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UKJ12
Main site or place of performance:
II.2.4) Description of the procurement
The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU. The operating hours of both SCDHD and OOH service provision are as detailed in the table below.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start:
13/04/2022
End:
12/04/2026
This contract is subject to renewal: Yes
Description of renewals:
Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU.
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
II.2.14) Additional information
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:
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Restricted 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:
18/01/2022
Local time: 20:55
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
30/01/2022
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
Tender must be valid until:
01/06/2022
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.4) Procedures for review
VI.4.1) Review body
The Open University
Walton Hall
Milton Keynes
MK7 6AA
UK
VI.4.2) Body responsible for mediation procedures
The Open University
Walton Hall
Milton Keynes
MK7 6AA
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
16/12/2021