Services - 328921-2016

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22/09/2016    S183    Services - Prior information notice without call for competition - Not applicable 

United Kingdom-Liverpool: Call centre

2016/S 183-328921

Prior information notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Official name: The Minister for the Cabinet Office acting through Crown Commercial Service
Postal address: 9th Floor The Capital Old Hall Street
Town: Liverpool
Postal code: L3 9PP
Country: United Kingdom
E-mail: supplier@crowncommercial.gov.ukeenablement@crowncommercial.gov.uk
Telephone: +44 3450103503

Internet address(es):

General address of the contracting authority: http://www.gov.uk/ccs

Address of the buyer profile: https://gpsesourcing.cabinetoffice.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
Other: Public Procurement
I.4)Contract award on behalf of other contracting authorities

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

II.1)Title attributed to the contract by the contracting authority:
Contact Centre Framework Agreement.
II.2)Type of contract and place of delivery or of performance
Service category No 11: Management consulting services [6] and related services
II.3)Information on framework agreement
II.4)Short description of nature and quantity or value of supplies or services:
Across the public sector billions of pounds are spent every year delivering multi media contact centre services to the general public. Whether it be central government departments delivering essential benefit, tax and advisory services to wider public sector emergency and local authority services, there is a huge volume of contact touching almost all UK residents on a daily basis.
The Crown Commercial Service (CCS) is looking for the very best suppliers who can bring highly innovative, transformational and most importantly, scalable services to this public sector framework. With such a broad range of services and customers, CCS is looking to step-change the commercial vehicle available to public sector bodies, so that they can benefit from innovation, channel strategy, self service and optimisation and blending strategies across awarded contracts. In turn these diverse service offerings are anticipated to translate into a radical shift in the existing cost base.
CCS plans to let a new framework agreement to include:
1. Full service providers;
2. Niche consultancy services.
If you are a UK based national supplier with +200 seats and an ability to scale services quickly, efficiently and across all core channels of voice, web, email and text, we are looking for your interest.
It is anticipated that the spend in the full service provider lot could range between 200 000 000 GBP and 700 000 000 GBP.
In addition to full service providers CCS is also looking for a small panel of Niche consulting organisations who can work with departments during normal business and at requirement building stage to provide advice and assistance in advances such as:
1. Customer Journey Mapping;
2. Successful Channel Strategies;
3. Supporting Technology;
4. Dynamic Workforce Solutions;
5. Contact Centre Blueprint Design.
These suppliers have specific skills in the market surrounding customer excellence and can demonstrate a range of advisory services and commercial flexibility to meet the ever changing customer arena within the public sector.
It is anticipated that this requirement will be between 5 000 000 GBP and 20 000 000 GBP in value.
It is likely that the OJEU contract notice will be dispatched between November 16 and February 17.
Estimated cost excluding VAT:
Range: between 205 000 000 and 720 000 000 GBP

Lots

This contract is divided into lots: yes
II.5)Common procurement vocabulary (CPV)

79512000 Call centre, 79342300 Customer services, 79342310 Customer survey services, 79342311 Customer satisfaction survey, 79342320 Customer-care services, 79400000 Business and management consultancy and related services, 79411100 Business development consultancy services, 79511000 Telephone operator services

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

Information about lots

Title attributed to the contract by the contracting authority: Lot No: 1 Lot title: Outsourced Contact Centre Services
1)Short description:
Where a supplier takes full control of the service delivery, providing multi channel contact services, potentially across a number of sites in the UK, utilising the very best technology to provide customers with choices around how to get what they need from the public sector to help navigate every day life in the UK.
2)Common procurement vocabulary (CPV)

79512000 Call centre

5)Additional information about lots:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use an electronic auction.
Title attributed to the contract by the contracting authority: Lot No: 2 Lot title: Specialist Contact Centre Consultancy
1)Short description:
Specialist consultancy services to support customers to create customer journey maps, digital strategy and adoption programmes, advise on cost saving solutions and any generally advise on anything related to improving and enhancing customer service.
2)Common procurement vocabulary (CPV)

79512000 Call centre, 79400000 Business and management consultancy and related services, 79342310 Customer survey services, 79511000 Telephone operator services, 79411100 Business development consultancy services, 79342320 Customer-care services, 79342300 Customer services, 79342311 Customer satisfaction survey

3)Quantity or scope:
Estimated cost excluding VAT:
Range: between 5 000 000 and 20 000 000 GBP
5)Additional information about lots:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use an electronic auction.

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:
Across the public sector today billions of pounds are spent every year delivering multi media contact centre services to the general public. Whether it be central government departments delivering essential benefit, tax and advisory services to wider public sector emergency and local authority services, there is a huge volume of contact touching almost all UK residents on a daily basis.
The Crown Commercial Service (CCS) is looking for the very best suppliers who can bring highly innovative, transformational and most importantly, scalable services to this public sector framework. With such a broad range of services and customers, CCS is looking to step-change the commercial vehicle available to public sector bodies, so that they can benefit from innovation, channel strategy, self service and optimisation & blending strategies across awarded contracts. In turn these diverse service offerings are anticipated to translate into a radical shift in the existing cost base.
This framework is anticipated, but not committed too 2 lots:
— Full service providers;
— Niche consultancy.
If you are a UK based national supplier with +200 seats and an ability to scale services quickly, efficiently and across all core channels of voice, web, email & text, we are looking for your interest.
It is anticipated that the spend in the full service lot would range between 200 000 000 GBP and 700 000 000 GBP.
In addition to full service providers CCS is also looking for a small panel of Niche consulting organisations who can work with departments during normal business and at requirement building stage to provide advice and assistance in advances such as:
— Customer Journey Mapping;
— Successful Channel Strategies;
— Supporting Technology;
— Dynamic Workforce Solutions;
— Contact Centre Blueprint Design.
These suppliers have specific skills in the market surrounding customer excellence and can demonstrate a range of advisory services and commercial flexibility to meet the ever changing customer arena within the public sector.
It is anticipated that this requirement will be between 5 000 000 GBP and 20 000 000 GBP in value.
CCS recognises the importance of working with the supplier base to ensure the scope and structure reflects market trends and practices to result in an agreement that is fit for purpose for the UK public sector customer base. The purpose of this PIN is to communicate our proposed requirements and encourage suitable suppliers to participate in the commercial process and make contact.

To make your interest known please send an email to contactcentres@crowncommercial.gov.uk with the following detail:

All suppliers:
— Organisation Name;
— DUNNS Code;
— Key Contact name(s);
— Key Contact Number(s);
— Key Contact Email Address(es);
— Organisation Website;
— Public Sector customer names (Last 12 months);
— Private sector customer names (Last 12 months);
— Annual Turnover in the UK;
— Turnover split by Public/Private Sector;
— Public Sector customer names;
— Private sector customer names.
Full service providers only
— Current contracted number of seats active;
— Scale potential within 3 month period;
— Contact Centre Technology supported/active;
— Geographies in the UK services currently active;
— Range of services actively provided (Channels, Days, SLA range, Target Occupancy).
VI.3)Information on general regulatory framework
Relevant governmental Internet sites where information can be obtained

Tax legislation http://www.hmrc.gov.uk/thelibrary/legislation.htm

Environmental protection legislation http://www.legislation.gov.uk/ukpga/1990/43/contents

Employment protection and working conditions http://www.direct.gov.uk/en/Employment/Employees/index.htm

VI.4)Date of dispatch of this notice:
19.9.2016