Contract notice
Section I: Contracting
authority
I.1) Name and addresses
ForHousing Limited
52 Regent Street
Eccles
M30 0BP
UK
Contact person: The Procurement Team
Telephone: +44 1616057606
E-mail: procurement@forhousing.co.uk
NUTS: UKD3
Internet address(es)
Main address: https://www.forhousing.co.uk
Address of the buyer profile: https://www.forhousing.co.uk
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the abovementioned address
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
Contact Centre System
Reference number: ContactCentre/Dec22/HC
II.1.2) Main CPV code
79511000
II.1.3) Type of contract
Services
II.1.4) Short description
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
II.1.5) Estimated total value
Value excluding VAT:
220 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
79511000
II.2.3) Place of performance
NUTS code:
UKD3
Main site or place of performance:
Greater Manchester
II.2.4) Description of the procurement
ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system.
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.
ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.
The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT.
It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
II.2.5) Award criteria
Criteria below:
Quality criterion: Qualitative Questions
/ Weighting: 50
Quality criterion: Demonstration / Interview
/ Weighting: 30
Cost criterion: Pricing
/ Weighting: 20
II.2.6) Estimated value
Value excluding VAT:
220 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: No
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
The Authority reserves the right to cancel the procurement at any time and not to proceed with all or part of the tender.
The Authority will not, under any circumstances, reimburse any expense incurred by Applicants in preparing their selection questionnaire or tender submissions.
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:
As set out in the tender documentation
III.1.2) Economic and financial standing
List and brief description of selection criteria:
As set out in the tender documentation
III.1.3) Technical and professional ability
List and brief description of selection criteria:
As set out in the tender documentation
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
As set out in the tender documentation
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.2.2) Time limit for receipt of tenders or requests to participate
Date:
16/01/2023
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.7) Conditions for opening of tenders
Date:
16/01/2023
Local time: 12:01
Place:
Eccles, Salford
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.3) Additional information
In accordance with the requirements of the Public Contracts Regulations 2015, the tender documents are being made available to Applicants via the Delta portal from the date of issue of this Notice.
For more information about this opportunity, please visit the Delta eSourcing portal at:
<a href="https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W" target="_blank">https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W</a>
To respond to this opportunity, please click here:
<a href="https://www.delta-esourcing.com/respond/TF443S634W" target="_blank">https://www.delta-esourcing.com/respond/TF443S634W</a>
GO Reference: GO-20221212-PRO-21696369
VI.4) Procedures for review
VI.4.1) Review body
Royal Courts of Justice in the Strand
London
UK
VI.4.2) Body responsible for mediation procedures
Royal Courts of Justice in the Strand
London
UK
VI.4.4) Service from which information about the review procedure may be obtained
Royal Courts of Justice in the Strand
London
UK
VI.5) Date of dispatch of this notice
12/12/2022