Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Gloucestershire County Council
Shire Hall
Gloucester
GL1 2TG
UK
Contact person: Mr Shak Miah
Telephone: +44 1452324331
E-mail: shak.miah@gloucestershire.gov.uk
NUTS: UKK13
Internet address(es)
Main address: https://www.gloucestershire.gov.uk
Address of the buyer profile: https://www.gloucestershire.gov.uk
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
A Hosted Ticketing Solution with Ongoing Maintenance and Support Services
Reference number: DN381065
II.1.2) Main CPV code
48331000
II.1.3) Type of contract
Services
II.1.4) Short description
Customer support system contains a knowledge base to enable support staff to quickly identify known fixes. This can also be made available to customers on the online portal so that they can search for a solution to their issue before submitting a ticket.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
169 949.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
48333000
48445000
48332000
II.2.3) Place of performance
NUTS code:
UKK13
II.2.4) Description of the procurement
Customer support system contains a knowledge base to enable support staff to quickly identify known fixes. This can also be made available to customers on the online portal so that they can search for a solution to their issue before submitting a ticket.
If customers need to submit a ticket then this can be done in one of 3 ways:
1) By telephone with support staff manually entering ticket details into the system;
2) By email with the email content being automatically converted into a ticket within the system;
3) Through adding request details within an online portal to create a ticket within the system.
All tickets are given a prioritisation and added to a queue for the support staff to process.
Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 60
Quality criterion: Cost
/ Weighting: 40
Price
/ Weighting:
40
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
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
13/05/2019
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 5
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: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Alemba Ltd
2nd Floor, 1 Tannery House, Tannery Lane
Surrey
GU23 7EF
UK
NUTS: UKK13
Internet address(es)
URL: https://www.alemba.com/
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 169 949.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Gloucestershire County Council
Shire Hall
Gloucester
GL1 2TG
UK
Internet address(es)
URL: https://www.gloucestershire.gov.uk
VI.5) Date of dispatch of this notice
05/09/2019