Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Futures Housing Group
Asher Lane, Ripley
Derby
DE5 3SW
UK
Telephone: +44 3004562531
E-mail: procurementteam@futureshg.co.uk
NUTS: UKF
Internet address(es)
Main address: www.procuringourfutures.co.uk
Address of the buyer profile: https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA15821
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
www.procuringourfutures.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
www.procuringourfutures.co.uk
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
OOH Call Handling and Telecare Monitoring Service
Reference number: FH321
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Futures Housing Group is looking to appoint a provider to manage our out of hours call handling and telecare response call monitoring service for a period of 3 years with the option to extend for a further 2 years. This Tender has two lots to consider as described below:
Lot 1: Work Stream OOH and Call Monitoring Service,
Lot 2: Work Stream Warden Call Monitoring Service.
II.1.6) Information about lots
This contract is divided into lots:
Yes
Tenders may be submitted for all lots
II.2) Description
Lot No: 1
II.2.1) Title
Out of Hours Call Handling Service
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UKF
Main site or place of performance:
Derbyshire.
II.2.4) Description of the procurement
— cover all our out of hours telephone calls and to help our tenants make safe;
— available 24 hours a day, 365 days a year;
— must be TSA accredited platinum standard or equivalent;
— must have a robust disaster recovery process;
— carry out diagnostics and soft fixes;
— achieve 85 % service level (calls answered in under 60 seconds);
— archive under 5 % abandonment rate;
— daily incident log provided by 9 a.m. each working day;
— manage serious incidents in line with agreed FHG procedures;
— provide a local call rate number to ensure affordability for customers.
(premium rate numbers are unacceptable)
II.2.5) Award criteria
Criteria below:
Quality criterion: Quaility
/ Weighting: 60
Price
/ Weighting:
40
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 36
This contract is subject to renewal: Yes
Description of renewals:
3 years with the option to extend for a further 2 years.
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
Lot No: 2
II.2.1) Title
Telecare Response Call Monitoring Service
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UKF
Main site or place of performance:
Derbyshire.
II.2.4) Description of the procurement
— must be accredited under the TSA quality standards framework (or equivalent);
— compatibility of monitoring centre to receive digital calls;
— must support GPS tracking and other tracking devices;
— support remote programming of devices if required;
— must have a robust disaster recovery process;
— ensure customer personal information is updated as requested by customers or FHG, this may also include updating device ID’s;
— set up and monitor temporary solutions in the event of hardwired/integrated device faults;
— provide daily fault reports where external contractors have been requested to attend both during office hours and out of hours.
II.2.5) Award criteria
Criteria below:
Quality criterion: Quaility
/ Weighting: 60
Price
/ Weighting:
40
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 36
This contract is subject to renewal: Yes
Description of renewals:
3 years with the option to extend for a further 2 years.
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
Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.2) Economic and financial standing
List and brief description of selection criteria:
As described within the ITT documents.
III.1.3) Technical and professional ability
List and brief description of selection criteria:
As described within the ITT documents.
III.2) Conditions related to the contract
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:
08/04/2020
Local time: 12:00
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:
08/04/2020
Local time: 14:00
Place:
At our Offices, Derbyshire.
Information about authorised persons and opening procedure:
Executive Director of Finance.
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
(MT Ref:219189)
VI.4) Procedures for review
VI.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
UK
Telephone: +44 3450103503
E-mail: publicprocurementreview@cabinetoffice.gov.uk
Internet address(es)
URL: https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
VI.5) Date of dispatch of this notice
06/03/2020