Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Futures Housing Group
Asher Lane, Ripley
Derby
DE% 3SW
UK
Telephone: +44 3004562531
E-mail: procurementteam@futureshg.co.uk
NUTS: UKF
Internet address(es)
Main address: www.procuringourfutures.co.uk
Address of the buyer profile: https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA15821
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
OOH Call Handling and Telecare Monitoring Service
Reference number: FH321
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Futures Housing Group is looking to appoint a provider to manage our out of hours call handling and telecare response call monitoring service for a period of 3 years with the option to extend for a further 2 years. This tender has two lots to consider as described below:
Lot 1: Work Stream OOH and Call Monitoring Service,
Lot 2: Work Stream Warden Call Monitoring Service.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Lowest offer:
90 000.00
GBP/ Highest offer:
482 000.00
GBP
II.2) Description
Lot No: 1
II.2.1) Title
Out of Hours Call Handling Service
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UKF
Main site or place of performance:
Derbyshire.
II.2.4) Description of the procurement
Cover all our out of hours telephone calls and to help our tenants make safe.
Available 24 hours a day, 365 days a year.
Must be TSA accredited platinum standard or equivalent.
Must have a robust disaster recovery process.
Carry out diagnostics and soft fixes.
Achieve 85 % service level (calls answered in under 60 seconds).
Archive under 5 % abandonment rate.
Daily incident log provided by 9 a.m. each working day.
Manage serious incidents in line with agreed FHG procedures.
Provide a local call rate number to ensure affordability for customers (premium rate numbers are unacceptable).
II.2.5) Award criteria
Quality criterion: Quaility
/ Weighting: 60
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
Lot No: 2
II.2.1) Title
Telecare Response Call Monitoring Service
II.2.2) Additional CPV code(s)
79512000
II.2.3) Place of performance
NUTS code:
UKF
Main site or place of performance:
Derbyshire.
II.2.4) Description of the procurement
Must be accredited under the TSA quality standards framework (or equivalent)
Compatibility of monitoring centre to receive digital calls.
Must support GPS tracking and other tracking devices.
Support remote programming of devices if required.
Must have a robust disaster recovery process.
Ensure customer personal information is updated as requested by customers or FHG; this may also include updating device ID’s.
Set up and monitor temporary solutions in the event of hardwired/integrated device faults.
Provide daily fault reports where external contractors have been requested to attend both during office hours and out of hours.
II.2.5) Award criteria
Quality criterion: Quaility
/ Weighting: 60
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
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2020/S 049-117515
Section V: Award of contract
Lot No: 1
Title: Out of Hours Call Handling Service
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/07/2020
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
Appello Careline UK Ltd
Oregon House, 19 Queensway
New Milton
BH25 5NN
UK
NUTS: UKF
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
Lowest offer:
90 000.00
GBP
/ Highest offer:
144 000.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: 2
Title: Telecare Response Call Monitoring Service
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
03/08/2020
V.2.2) Information about tenders
Number of tenders received: 8
Number of tenders received from SMEs: 8
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
Astraline (Johnnie Johnson Housing Trust) Ltd
Astra House, Spinners Lane
Poynton
SK12 1GA
UK
NUTS: UKF
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
Lowest offer:
294 000.00
GBP
/ Highest offer:
482 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(MT Ref:220521)
VI.4) Procedures for review
VI.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
UK
Telephone: +44 3450103503
E-mail: publicprocurementreview@cabinetoffice.gov.uk
Internet address(es)
URL: https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
VI.5) Date of dispatch of this notice
04/09/2020