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Summary

OCID:
Published by:: Symphony Housing Group
Authority ID:: AA25005
Publication date:: 08 July 2016
Deadline date:: 05 August 2016
Notice type:: Contract Notice
Has documents:: No
Has SPD:: No
Has Carbon Reduction Plan:: N/A

Abstract

Symphony Housing Group are seeking expressions of interest from suitably experienced and qualified candidates to provide Out of Hours Emergency Call Handling Services for Repairs and Anti-Social Behaviour (ASB) for over 30 000 properties across the Group.

Full notice text

CONTRACT NOTICE – OFFICIAL JOURNAL

Section I: Contracting Authority

I.1)

Name, Address and Contact Point(s)

Official Name: Symphony Housing Group
Postal Address: Renaissance Court, 2 Christie Way
Town: Manchester	Postal Code: M21 7QS	Country: UK
Contact Point: Group Procurement For the attention of: Steve Everitt	Telephone: +44 1618758169
E-Mail:	Fax:
General Address of the contracting authority (URL) https://in-tendhost.co.uk/symphonyhousing Address of the Buyers Profile (URL) https://in-tendhost.co.uk/symphonyhousing

Further information can be obtained at:	As in above mentioned contact point(s) Other: Please complete Annex A.I
Specifications and further documents can be obtained at:	As in above mentioned contact point(s) Other: Please complete Annex A.II
Tenders or requests to participate must be sent to:	As in above mentioned contact point(s) Other: Please complete Annex A.III

I.2)

Type of contracting Authority and Main Activity or Activities

	Ministry or any other national or federal authority, including their regional or local sub-divisions
	National or federal agency/Office
	Regional or local Authority
	Regional or local Agency/Office
	Body governed by public law
	European Institution/Agency or International Organisation

	General public services
	Defence
	Public order and safety
	Environment
	Economic and financial affairs
	Health
	Housing and community amenities
	Social protection
	Recreation, culture and religion
	Education

The contracting authority is purchasing on behalf of other contracting authorities: No

Section II: Object of the Contract

II.1)

Description

II.1.1)

Title attributed to the contract by the contracting authority

SHG — Out of Hours Emergency Call Handling Services.

II.1.2(a))

Type of works contract

II.1.2(b))

Type of supplies contract

II.1.2(c))

Type of service contract

Service category 5

II.1.2)

Main site or location of works, place of delivery or performance

North West (England).

NUTS Code UKD

II.1.3)

This notice involves

A public contract
The setting up of a Dynamic Purchasing System
The establishment of a framework agreement

II.1.4)

Information on framework agreement (if applicable)

Framework agreement with a single operators
Framework agreement with several operators

Number of participants to the framework agreement envisaged

Duration of the framework agreement

Justification for a framework agreement the duration of which exceeds four years

Estimated total value of purchases for the entire duration of the framework agreement

Frequency and value of the contracts to be awarded

II.1.5)

Short description of the contract or purchase(s)

II.1.6)

Common Procurement Vocabulary (CPV)

	Main vocabulary	Supplementary vocabulary (when applicable)
Main object	79512000
Additional objects

79511000

II.1.7)

Contract covered by the Government Procurement Agreement (GPA)

II.1.8)

Division into lots

II.1.9)

Will variants be accepted

II.2)

Quantity or Scope of the Contract

II.2.1)

Total quantity or scope

The Group require the following Call Handling Services at the times specified in the tender document;

1. Emergency Repairs.

In these instances the service provider will be required to respond to calls from SHG customers who are reporting emergency repairs. The service provider is then subsequently required to make any necessary outbound calls to provide the appropriate information to the designated contractor(s) and where appropriate keeping in touch with the customer. Where customers get in touch in relation to non-emergency repair requests the service provider will capture key information, provide advice to customers, about next steps, and pass information to SHG members to follow up on the next working day.

2. Anti-Social Behaviour.

In these instances the service provider will be required to provide a response to emergency situations as set out and provide appropriate signposting advice. Capturing key information and providing a full report to the appropriate Symphony Group member organisation.

3. Planned Cover.

Additional planned cover for each participating member organisation per annum is required within the contract to cover emergencies, team events and training days. This will be with prior agreement with the appointed service provider.

4. Disaster Recovery/Unplanned Cover

A secondary function will be to provide Disaster Recovery support in the event of loss of telephony/ICT functions at any or all of Symphony Housing Group (SHG) members involved in this contract or emergency cover for any other event, including severe weather.

The contract will be for an initial 2 year period from the first day of the appointed service provider being online and fully operational, however, an option will be made available for a contract extension for a period of up to 2 years, agreed by both parties a minimum of 3 months prior to the end of the initial 2 year term.

The Group are currently going through a period of change and the appointed service provider will be required to work with the Group to implement the appropriate changes.

Estimated value excluding VAT: 480 000
Currency: GBP

II.2.2)

Options

Provisional timetable for recourse to these options

Number of possible renewals

In the case of renewable supplies or service contracts, estimated time frame for subsequent contracts

II.3)

Duration of the contract or limit for completion

Starting 6-2-2017 Ending 5-2-2019

Section III: Legal, Economic, Financial and Technical Information

III.1)

Conditions Relating to the Contract

III.1.1)

Deposits and guarantees required

A parent company guarantee may be required.

III.1.2)

Main Terms of financing and payment and/or reference to the relevant provisions

As described in the tender document set.

III.1.3)

Legal form to be taken by the grouping of suppliers, contractors or service providers to whom the contract is to be awarded

III.1.4)

Other particular conditions to which the performance of the contract is subject

The contract performance will be measured through a suite of key performance indicators described in the Tender document set.

III.2)

Conditions for Participation

III.2.1)

Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if requirements are met:

III.2.2)

Economic and financial capacity

Information and formalities necessary for evaluating if requirements are met:

For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements:

Minimum level(s) of standard possibly required

Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.

III.2.3)

Technical capacity

Information and formalities necessary for evaluating if requirements are met:

Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR.

Minimum level(s) of standard possibly required

Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector.

Experience in managing an emergency repairs call handling service in the Social Housing Sector.

III.2.4)

Reserved contracts

The contract is restricted to sheltered workshops
The execution of the contract is restricted to the framework of sheltered employment programmes

III.3)

Conditions Specific to Service Contracts

III.3.1)

Is provision of the service reserved to a specific profession?

III.3.2)

Will legal entities be required to state the names and professional qualifications of the personnel responsible for the execution of the service?

Section IV: Procedure

IV.1)

Type of Procedure

Open		Restricted
Accelerated restricted		Negotiated
Accelerated negotiated		Competitive dialogue

Justification for the choice of accelerated procedure

IV.1.1)

Have candidates already been selected?

IV.1.2)

Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number

Objective criteria for choosing the limited number of candidates

IV.1.3)

Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.2)

Award Criteria

A) Lowest Price No

B) The most economically advantageous tender in terms of:

B1) Criteria as stated in contract documents: No

B2) Criteria as stated below: Yes

	Criteria	Weighting
1	Price	40
2	Quality	60

IV.2.2)

An electronic auction will be used

IV.3 Administrative Information

IV.3.1)

Reference number attributed to the notice by the contracting authority

SHG-P349

IV.3.2)

Previous publication(s) concerning the same contract

Prior Information Notice
Notice on a Buyer Profile

Other previous publications

IV.3.3)

Conditions for obtaining specifications and additional documents

Obtainable until 04-08-2016

Price (where applicable) Currency:

Terms and method of payment:

IV.3.4)

Time-limit for receipt of tenders or requests to participate

05-08-2016

IV.3.5)

Date of dispatch of invitations to tender or to participate to selected candidates

Estimated date

IV.3.6)

Language or languages in which tenders or requests to participate can be drawn up

IV.3.7)

Minimum time frame during which the tenderer must maintain the tender

IV.3.8)

Conditions for opening tenders

Persons authorised to be present at the opening of tenders (where applicable)

Date:
Place The e-tender portal will remain locked until the date/time specified in the Memorandum of Information.

Section VI: Other Information

VI.1)

Indicate whether this procurement is a recurrent one and the Estimated timing for further notices to be published

VI.2)

Does the contract relate to a Project/Programme financed by Community Funds?

No

If yes, indicate the project/programme and any useful reference

VI.3)

Additional Information

VI.4)

Procedures for appeal

VI.4.1)

Body responsible for appeal procedures

Official Name:
Postal Address:
Town:	Postal Code:	Country:
E-Mail:	Telephone:
Internet address (URL):	Fax:

Body responsible for mediation procedures

Official Name:
Postal Address:
Town:	Postal Code:	Country:
E-Mail:	Telephone:
Internet address (URL):	Fax:

VI.4.2)

Lodging of appeals
Precise information on deadline(s) for lodging appeals:

VI.4.3)

Service from which information about the lodging of appeals may be obtained

Official Name:
Postal Address:
Town:	Postal Code:	Country:
E-Mail:	Telephone:
Internet address (URL):	Fax:

VI.5)

Dispatch date of this Notice

06-07-2016

SF 22

Coding

Commodity categories

ID	Title	Parent category
79512000	Call centre	Telephone-answering services
79511000	Telephone operator services	Telephone-answering services

Delivery locations

ID	Description
100	UK - All

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID	Description
There are no alert restrictions for this notice.

About the buyer

Main contact:: N/a
Admin contact:: N/a
Technical contact:: N/a
Other contact:: N/a

Further information

Date	Details
No further information has been uploaded.

SHG — Out of Hours Emergency Call Handling Services.

Contents

Summary

Abstract

Full notice text

CONTRACT NOTICE – OFFICIAL JOURNAL

Section I: Contracting Authority

I.1)

Name, Address and Contact Point(s)

I.2)

Type of contracting Authority and Main Activity or Activities

Section II: Object of the Contract

II.1)

Description

II.1.1)

Title attributed to the contract by the contracting authority

II.1.2(a))

Type of works contract

II.1.2(b))

Type of supplies contract

II.1.2(c))

Type of service contract

II.1.2)

Main site or location of works, place of delivery or performance

II.1.3)

This notice involves

II.1.4)

Information on framework agreement (if applicable)

Number of participants to the framework agreement envisaged

Duration of the framework agreement

Justification for a framework agreement the duration of which exceeds four years

Estimated total value of purchases for the entire duration of the framework agreement

Frequency and value of the contracts to be awarded

II.1.5)

Short description of the contract or purchase(s)

II.1.6)

Common Procurement Vocabulary (CPV)

II.1.7)

Contract covered by the Government Procurement Agreement (GPA)

II.1.8)

Division into lots

II.1.9)

Will variants be accepted

II.2)

Quantity or Scope of the Contract

II.2.1)

Total quantity or scope

II.2.2)

Options

Provisional timetable for recourse to these options

Number of possible renewals

In the case of renewable supplies or service contracts, estimated time frame for subsequent contracts

II.3)

Duration of the contract or limit for completion

Section III: Legal, Economic, Financial and Technical Information

III.1)

Conditions Relating to the Contract

III.1.1)

Deposits and guarantees required

III.1.2)

Main Terms of financing and payment and/or reference to the relevant provisions

III.1.3)

Legal form to be taken by the grouping of suppliers, contractors or service providers to whom the contract is to be awarded

III.1.4)

Other particular conditions to which the performance of the contract is subject

III.2)

Conditions for Participation

III.2.1)

Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

III.2.2)

Economic and financial capacity

III.2.3)

Technical capacity

III.2.4)

Reserved contracts

III.3)

Conditions Specific to Service Contracts

III.3.1)

Is provision of the service reserved to a specific profession?

III.3.2)

Lodging of appeals
Precise information on deadline(s) for lodging appeals: