Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Advisory Conciliation and Arbitration Service (ACAS)
22nd Floor, Euston Tower, 286 Euston Road
London
NW1 3DP
UK
Contact person: Ben Oborne
E-mail: Professionalservices@uksbs.co.uk
NUTS: UK
Internet address(es)
Main address: www.acas.org.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: Acas (Advisory, Conciliation and Arbitration Service) provides free and impartial information and advice to employers and employees on all aspects of workplace relations and employment law.
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
ACAS ACD and WFM Replacement
Reference number: DDaT19093
II.1.2) Main CPV code
64214000
II.1.3) Type of contract
Services
II.1.4) Short description
UK Shared Business Services Ltd acting on behalf of the contracting authority the Advisory, Conciliation and Arbitration Service (ACAS) have put in place a contract to appoint a supplier who will supply a solution to meet the below objectives:
(a) workforce management;
(b) automated call distribution;
(c) reporting;
(d) test and transition;
(e) compatibility;
(f) service level management.
This contract has been awarded following a further competition against CCS RM1045 network services framework Lot 5. The contract is for an initial 3 year period and has the option to extend for a further 2 years on an annual basis. The value of the initial 3 year period is 1 200 000,00 GBP ex VAT. The value for the optional extension shall not exceed 400 000,00 GBP ex VAT per annum.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
2 000 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
Advisory, Conciliation and Arbitration Service, Euston Tower, 286 Euston Road, London NW1 3DP.
II.2.4) Description of the procurement
UK Shared Business Services Ltd acting on behalf of the contracting authority the Advisory, Conciliation and Arbitration Service (ACAS) have put in place a contract to appoint a supplier who will supply a solution to meet the below objectives:
(a) workforce management — a high availability solution which meets the working patterns and reporting requirements of the ACAS users and one which integrates with the suppliers ACD and the customers CRM, WAN and third-party telephony services. The solution will also allow authorised ACAS users to manage working patterns, generate working schedules and manage advisor availability;
(b) automated call distribution — an intelligent call routing system which routes callers through an interactive voice response to an ACAS advisor;
(c) reporting — a solution which allows ACAS users to make available MI and to generate reports from which ACAS can optimise the availability and capacity of their citizen facing services;
(d) test and transition — the supplier will provide training on their solution to ACAS. The supplier will also support test activities and transition from the outgoing service providers services to the replacement solution in accordance with the customers milestones;
(e) compatibility — the supplier will be responsible for maintaining compatibility of their solution components for the life of the contract. They will also be responsible for the integration of the supplier system with customer systems where the customer provides the interface document;
(f) service level management — service level management will be a key part of ensuring an ongoing and successful standard of service performance under the contract. The performance of selected requirements will be subject to service measurements and service levels, some of which will attract service credits, which will be weighted. The supplier will also participate in customer led service and contract reviews.
This contract has been awarded following a further competition against CCS RM1045 network services framework Lot 5. The contract is for an initial 3 year period and has the option to extend for a further 2 years on an annual basis. The value of the initial 3 year period is 1 200 000,00 GBP ex VAT. The value for the optional extension shall not exceed 400 000,00 GBP ex VAT per annum.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 75 %
Price
/ Weighting:
25 %
II.2.11) Information about options
Options:
Yes
Description of options:
There is an option to extend for a further 2 years on an annual basis until 25.7.2024. The contract value for the initial 3 year period is 1 200 000,00 GBP ex VAT. The value for the optional extension shall not exceed 400 000,00 GBP ex VAT per annum.
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
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
This contract has been awarded following a further competition against CCS RM1045 network services framework Lot 5.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract
Contract No: DDaT19093
Title: ACAS ACD and WFM Replacement
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
22/07/2019
V.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Atos IT Services UK Ltd
Second Floor, Mid City Place, 71 High Holborn
London
WC1V 6EA
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 2 000 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
UK Shared Business Services Ltd
Polaris House, North Star Avenue
Swindon
SN2 1FF
UK
E-mail: policy@uksbs.co.uk
VI.4.4) Service from which information about the review procedure may be obtained
UK Shared Business Services Ltd
Polaris House, North Star Avenue
Swindon
SN2 1FF
UK
E-mail: policy@uksbs.co.uk
VI.5) Date of dispatch of this notice
31/10/2019