Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Transport for London
Palestra, 197 Blackfriars Road
London
SE1 8NJ
UK
Contact person: Kevin Reilly
Telephone: +44 12345
E-mail: kevinreilly@tfl.gov.uk
NUTS: UK
Internet address(es)
Main address: https://tfl.gov.uk
Address of the buyer profile: https://tfl.gov.uk
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://procontract.due-north.com/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://procontract.due-north.com/
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
Other: Transport
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
TfL 95743 Contact Centre Outsourced Services Framework
Reference number: DN590622
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
TfL 95743 Contact Centre Outsourced Services Framework
This is a competitive procurement for Framework for Contact Centres and Fulfilment Services. These Service will include contact handling (defined as an interaction between a customer and a contract centre) and fulfiment.
The Framework will be valid for up to 6 years. Other members of the GLA (Greater
London Authority) Group may at a later stage choose to call off from these services in the
future..
This Framework will have the following Lots
Lot 1 - Full Contact Centre Services
Lot 2 - Contact Handling
Lot 3 - Fulfilment
Lot 4 - Tech support
This opportunity is on the Pro-Contract Portal which can be found at:
1) https://procontract.due-north.com Look for Transport for London
2) Your organisation will need to register if your company has not yet done so.
3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities will not be subject to a separate notice, the services maybe provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ ort he GLA and any of the functional bodies).
b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information
c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries.
d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process.
e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling.
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: 01
II.2.2) Additional CPV code(s)
79510000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Lot 1 - Full Contact Centre Services
Telephony
Correspondence
Fulfilment
Technology, Support & Development
II.2.5) Award criteria
Criteria below:
Quality criterion: Technical
/ Weighting: 40
Price
/ Weighting:
72
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
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
Lot No: 02
II.2.2) Additional CPV code(s)
79510000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Lot 2 - Contact Handling
Telephony
Correspondence
II.2.5) Award criteria
Criteria below:
Quality criterion: Technical
/ Weighting: 40
Price
/ Weighting:
60
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 72
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
Lot No: 03
II.2.2) Additional CPV code(s)
79510000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Lot 3 - Fulfilment
Fulfilment – Cards and Keys
II.2.5) Award criteria
Criteria below:
Quality criterion: Technical
/ Weighting: 40
Price
/ Weighting:
72
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
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
Lot No: 04
II.2.2) Additional CPV code(s)
79500000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Lot 4 - Tech support
Technology, support, and development
II.2.5) Award criteria
Criteria below:
Quality criterion: Technical
/ Weighting: 40
Price
/ Weighting:
60
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 72
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
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:
01/07/2022
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.4) Procedures for review
VI.4.1) Review body
Transport for London
London
UK
Internet address(es)
URL: www.tfl.gov.uk
VI.5) Date of dispatch of this notice
27/05/2022