Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Dumfries and Galloway Housing Partnership Ltd.
Grierson House, The Crichton, Bankend Road
Dumfries
DG1 4ZS
UK
Contact person: Stephen Irving
Telephone: +44 1387242500
E-mail: stephen.irving@dghp.org.uk
Fax: +44 1387242509
NUTS: UKM92
Internet address(es)
Main address: www.dghp.org.uk
Address of the buyer profile: http://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11362
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
www.publiccontractsscotland.gov.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
www.publiccontractsscotland.gov.uk
I.4) Type of the contracting authority
Other: Registered Social Landlord
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Unified Communications, Telephone Services and Contact Centre
II.1.2) Main CPV code
48810000
II.1.3) Type of contract
Services
II.1.4) Short description
DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution.
II.1.5) Estimated total value
Value excluding VAT:
320 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
48810000
32524000
II.2.3) Place of performance
NUTS code:
UKM92
Main site or place of performance:
Dumfries
II.2.4) Description of the procurement
This project will deliver:
— Implementation of SfB as the UC solution across the whole organisation,
— Public telephone network (PSTN) breakout from SfB for incoming and outgoing telephone calls including calls to and from the contact centre,
— Dialled minutes related to the PSTN calls,
— Porting of DGHP’s existing landline telephone numbers to the Solution,
— Provision of an omnichannel contact centre which as a minimum includes inbound and outbound telephony, email, text messaging (SMS), webchat and social media (minimum of Facebook and Twitter public posts and direct messages),
— Ability to integrate the contact centre solution with business applications such as Housing Management System and CRM; and,
— Voice and screen recording for the contact centre; and,
— Mobile devices, SIM card rental and calls including porting of DGHP’s mobile numbers to the Solution.
The Tender Response shall also provide an optional cost for a Workforce Management solution for the contact centre.
II.2.5) Award criteria
Criteria below:
Quality criterion: Skype for Business Implementation
/ Weighting: 7
Quality criterion: SfB PSTN Breakout
/ Weighting: 7
Quality criterion: Mobile Telephony
/ Weighting: 7
Quality criterion: Billing and Reporting
/ Weighting: 3
Quality criterion: Contact Centre – Omnichannel Functionality
/ Weighting: 7
Quality criterion: Contact Centre – Call Routing
/ Weighting: 3
Quality criterion: Contact Centre – Agent Desktop
/ Weighting: 7
Quality criterion: Contact Centre – Management Reporting
/ Weighting: 5
Quality criterion: Contact Centre – Agent Management
/ Weighting: 5
Quality criterion: Voice and Screen Recording
/ Weighting: 5
Quality criterion: Implementation Services
/ Weighting: 7
Quality criterion: Ongoing Support Services
/ Weighting: 7
Price
/ Weighting:
30
II.2.6) Estimated value
Value excluding VAT:
320 000.00
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:
At DGHP's discretion, extension of 1 year at the end of year 4 and of 1 year at the end of year 5.
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 5
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.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
List and brief description of conditions:
From the Commencement Date the Contractor shall maintain in force (at its own expense) the following insurance policies for the duration of the Agreement:
— professional indemnity cover in a sum of not less than 10 000 000 GBP,
— public and products liability cover in a sum of not less than 10 000 000 GBP,
— employer’s liability insurance in a sum of not less than 10 000 000 GBP,
— cyber liability insurance in a sum of not less than 2 000 000 GBP.
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
Restricted procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
08/03/2018
Local time: 14:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
15/03/2018
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:
04/06/2018
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.3) Additional information
Date for receipt of requests to participate — 8.3.2018 at 12:00 hrs.
Invitation to Tender published to selected suppliers — 15.3.2018.
Electronic tender return — 26.3. 2018 at 12:00 hrs.
NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=529064
The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx
Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
(SC Ref:529064).
Download the ESPD document here: http://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=529064
VI.4) Procedures for review
VI.4.1) Review body
Dumfries and Galloway Housing Partnership Ltd.
Grierson House, The Crichton, Bankend Road
Dumfries
DG1 4ZS
UK
Telephone: +44 1387242500
Fax: +44 1387242509
Internet address(es)
URL: www.dghp.org.uk
VI.5) Date of dispatch of this notice
05/02/2018