Contract award notice
Results of the procurement procedure
Section I: Contracting
authority
I.1) Name and addresses
NCS Trust C.I.C.
1 Silchester Road
London
W10 6EX
UK
Contact person: Mark Thurlow
Telephone: +44 07950786895
E-mail: markthurlow@ncstrust.co.uk
NUTS: UK
Internet address(es)
Main address: http://www.ncsyes.co.uk
Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28848
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: youth engagement
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
National Citizen Service — New Outsourced Contact Centre Procurement.
Reference number: NCSNCC16
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Contract for New Contact Centre services dealing with Inbound and Outbound multi-channel engagements.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
16 000 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
NCS Trust Offices are in London, UK. Potential Service Suppliers must be able to attend regular and impromptu meetings at the main London Office over the full span of the contractual provision.
II.2.4) Description of the procurement
We intend to appoint a single outsourced Contact Centre Service Provider (CCSP) to provide both inbound and outbound multi-channel communications. The services will run for a term of approximately 2 years; expiring in October 2018, with the potential for an extension of up to 2 years.
We invite tenders from bidders who can handle high volumes and customer facing activities. Our primary focus for the Contact Centre is signing up Young People onto the NCS programme, taking payment and responding to programme related enquiries, while also handling queries from parent/guardians.
II.2.5) Award criteria
Quality criterion: Solution
/ Weighting: 10
Quality criterion: Delivery capability
/ Weighting: 20
Quality criterion: Customer experience
/ Weighting: 22
Quality criterion: Cultural fit
/ Weighting: 18
Quality criterion: Visits
/ Weighting: 10
Price
/ Weighting:
20
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
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.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2016/S 115-204273
Section V: Award of contract
Contract No: NCS 182
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
17/10/2016
V.2.2) Information about tenders
Number of tenders received: 8
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 8
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Sitel UK Limited
Building 600, Leavesden Park
Watford
WD25 7GS
UK
Telephone: +44 7506166108
NUTS: UKI2
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 16 000 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(MT Ref: 186389).
VI.4) Procedures for review
VI.4.1) Review body
NCS Trust C.I.C.
1 Silchester Road
London
W10 6EX
UK
Telephone: +44 07950786895
Internet address(es)
URL: http://www.ncsyes.co.uk
VI.5) Date of dispatch of this notice
18/10/2016