Services - 158267-2016

07/05/2016    S89    - - Services - Prior information notice without call for competition - Not applicable 

United Kingdom-Sheffield: Call centre

2016/S 089-158267

Prior information notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Department for Work and Pensions
West Street
Contact point(s): DWP Corporate Services Team (UK), DWP will manage the procurement through our e-procurement solution (αll interested parties should register on www.dwp.bravosolution.co.uk)
S1 4EP Sheffield
United Kingdom
Telephone: +44 1132324861
E-mail: QUENTIN.CHU2@DWP.GSI.GOV.UK
Fax: +44 1132324253

Internet address(es):

General address of the contracting authority: www.dwp.gov.uk

Further information can be obtained from: The above mentioned contact point(s)

I.2)Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity
Social protection
Other: Contact centre services
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:
Personal Independence Payment New Claim and Re-assessment Contact Centre Services.
II.2)Type of contract and place of delivery or of performance
Service category No 27: Other services
UK.
II.3)Information on framework agreement
The notice involves the establishment of a framework agreement: no
II.4)Short description of nature and quantity or value of supplies or services:
DWP is seeking a supplier to work in partnership delivering telephony services for customers wishing to make a new claim for Personal Independence Payment (PIP) or new claim re-assessments from claimant currently paid Disability Living Allowance.
The contract term will be for 3 years (1.3.2017 to 29.2.2020) with an option to extend for a further 12 months.
Current expectations are that the PIP new claim service line will run through to February 2020 with the PIP re-assessment service line being required to the end of October 2018.
DWP anticipate that call volumes and average call handling times during the contract period will be:
PIP new claims service line 2 000 000 calls (AHT 14 minutes).
PIP Re-assessment service line 1 000 000 calls (AHT 17 minutes).
Estimated cost excluding VAT:
Range: between 15 000 000 and 20 000 000 GBP

Lots

This contract is divided into lots: no
II.5)Common procurement vocabulary (CPV)

79512000

II.6)Scheduled date for start of award procedures
1.3.2017
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:

The Contracting Authority intends to use an eTendering system. Suppliers Instructions: How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note your chosen username and click ‘Save’. You will receive an email with your password (keep this secure); 2. Express an Interest in the Tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content — Click the ‘Express Interest’ button at the top of the page — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (A secure area reserved for your projects only) — You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box; 3. Responding to the Tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion. Follow the on-screen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions to complete (detailed online help available). To submit your reply use the ‘Submit Response’ button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights: (i) To use a reverse auction; (ii) To cancel this procurement at any stage; (iii) To not award any contract as a result of the procurement process commenced by publication of this notice; (iv) And in no circumstances will DWP be liable for any costs incurred by potential suppliers.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:

The Contracting Authority intends to use an eTendering system. Suppliers Instructions: How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note your chosen username and click ‘Save’. You will receive an email with your password (keep this secure); 2. Express an Interest in the Tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content — Click the ‘Express Interest’ button at the top of the page — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (A secure area reserved for your projects only) — You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box; 3. Responding to the Tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion. Follow the on-screen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions to complete (detailed online help available). To submit your reply use the ‘Submit Response’ button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights: (i) To use a reverse auction; (ii) To cancel this procurement at any stage; (iii) To not award any contract as a result of the procurement process commenced by publication of this notice; (iv) And in no circumstances will DWP be liable for any costs incurred by potential suppliers.

VI.3)Information on general regulatory framework
Relevant governmental Internet sites where information can be obtained

Tax legislation www.hmrc.gov.uk

Environmental protection legislation www.environment-agency.gov.uk

Employment protection and working conditions www.bis.gov.uk

VI.4)Date of dispatch of this notice:
5.5.2016