Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
British Council
Bridgewater House
Manchester
M1 6BB
UK
Contact person: Caroline Doidge
E-mail: global.procurement@britishcouncil.org
NUTS: UKD3
Internet address(es)
Main address: https://in-tendhost.co.uk/britishcouncil/aspx/Home
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: 10
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Telephony – UK/Pilot, 8 Location’s and Global Customer Service Team
Reference number: BC/00704
II.1.2) Main CPV code
45314000
II.1.3) Type of contract
Services
II.1.4) Short description
The British Council is looking for one supplier to provide contact centre telephony for an initial UK/Pilot and the potential to expend to 7 Location’s on successful completion of the pilot and potential further global customer service team's. Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and desk-based phones).
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
308 500.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
45314000
II.2.3) Place of performance
NUTS code:
00
UKD3
Main site or place of performance:
II.2.4) Description of the procurement
Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network as indicated in Annex 4.
II.2.5) Award criteria
Quality criterion: System specification, integration with salesforce CRM, service level agreement, cyber security, locations, presentation
/ Weighting: 30 %, 20 %, 2.5 %, 2.5 %
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
II.2.14) Additional information
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
- Accelerated procedure
Justification:
PIN issued on 22nd January.
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 092-222441
Section V: Award of contract
Lot No: 1
Contract No: BC/00704
Title: Contact Centre Telephony – UK/Pilot, 8 Location’s and Global Customer Service Team
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
19/07/2019
V.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from EU Member States: 7
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
IMImobile Europe Ltd
London
UK
NUTS: UK
The contractor is an SME:
Yes
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:
: 308 500.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
British Council
Bridgewater House
Manchester
M1 6BB
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.4.4) Service from which information about the review procedure may be obtained
British Council
Bridgewater House
Manchester
M1 6BB
UK
E-mail: global.procurement@britishcouncil.org
Internet address(es)
URL: https://in-tendhost.co.uk/britishcouncil/aspx/Home
VI.5) Date of dispatch of this notice
28/08/2019