Contract notice
Section I: Contracting
authority
I.1) Name and addresses
National Citizen Service
The Pembroke Building, Kensington Village, Avonmore Road
London
W14 8DG
UK
Telephone: +44 08001978010
E-mail: ryansumner@ncstrust.org.uk
NUTS: UK
Internet address(es)
Main address: www.wearencs.com
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://ncs.bravosolution.co.uk/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://ncs.bravosolution.co.uk/
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
Education
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Salesforce Integrated Telephony
II.1.2) Main CPV code
64200000
II.1.3) Type of contract
Services
II.1.4) Short description
The NCS Trust requires a telephony solution to integrate with its Salesforce platform. The telephony solution will need to be implemented within the NCS Contact Centre, as well as its regional hubs, the 10 delivery partner contact centres and 130 microsites. The uses a range of PBX phones, mobiles and softphones. The supplier shall implement the platform across approximately 130 sites and around 1 500 users.
NCS has been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. We have built up our contact centre experience as an organisation and need to scale our implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
48210000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Telephony platform which is able to integrate with Salesfoce.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
2 100 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
End:
31/12/2022
This contract is subject to renewal: Yes
Description of renewals:
NCS will have the option to extend by a further 2 year term.
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:
Yes
Description of options:
NCS will have the option to extend by a further 2 year term.
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:
As per ITT docs.
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.2.2) Contract performance conditions
As per ITT docs.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement with a single operator.
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 149-367139
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
30/03/2020
Local time: 14:00
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: 6 (from the date stated for receipt of tender)
IV.2.7) Conditions for opening of tenders
Date:
31/03/2020
Local time: 10:00
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
Yes
VI.3) Additional information
The National Citizen Service (‘NCS’) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement.
NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.
NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1.8.2020. The expected value of the contract is anticipated to be valued at 400 000 GBP-600 000 GBP per annum.
The required outputs of this service should be inclusive of but not limited to:
Capability to be able to make phone calls and automatically log these in Salesforce.
Able to record calls securely in order to review at a later date.
Fully integrated PCI payment system that deals with stopping and resuming the call recording.
Automatic dialing of lists stored within Salesforce.
Capability to be able to dial from static lists/reports in Salesforce.
Capability to be able to route to advisors based on criteria within Salesforce.
Capability to be able to have context specific IVR messages based on data within Salesforce.
The functionality for customers to be able to leave voice messages and to be securely stored.
Reporting suite that makes use of internal Salesforce and Einstein reporting.
Monitor usage, agent utilisation and workforce and provide reporting.
Compatibility with workforce management systems.
The ability to be able to pop the right screen within Salesforce when a call comes in.
Ability to be able to create transcripts of calls for analysis.
Ability to be able to define and automate customer contact strategy.
Gamification and wallboards.
The ability to be able to identify and present a local phone number in different regions.
The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.
The solution should be able to be scalable and flex and shrink with demand. Up to 1 500 users at peak and down to 500 at low periods.
The solution should be highly maintainable.
High uptime for contact centres that are mission critical and require high availability.
VI.4) Procedures for review
VI.4.1) Review body
NCS Trust
London
W14 8DG
UK
VI.5) Date of dispatch of this notice
27/02/2020