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Supplies - 379266-2016

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This notice has been cancelled by:  22349-2017
28/10/2016    S209

United Kingdom-Matlock: Contact management software package

2016/S 209-379266

Contract notice

Supplies

Directive 2004/18/EC

Section I: Contracting authority

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

Official name: Derbyshire County Council
Postal address: County Hall
Town: Matlock
Postal code: DE4 3AG
Country: United Kingdom
For the attention of: Shane Linthwaite
E-mail: shane.linthwaite@derbyshire.gov.uk

Internet address(es):

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

Address of the buyer profile: www.sourcederbyshire.co.uk

Electronic access to information: https://www.eastmidstenders.org/

Electronic submission of tenders and requests to participate: https://www.eastmidstenders.org/

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

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from:
The above mentioned contact point(s)

Tenders or requests to participate must be sent to:
The above mentioned contact point(s)

I.2)Type of the contracting authority
Regional or local authority
I.3)Main activity
General public 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: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Supply of an Internally Hosted Multi-Channel Contact Centre Solution with Associated Services.
II.1.2)Type of contract and location of works, place of delivery or of performance
Supplies
Purchase

NUTS code UKF EAST MIDLANDS (ENGLAND)

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)
The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel.
The Solution should be implemented and live (Go-Live) by 27.10.2017 at the latest.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT trained staff. It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes.
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls which are handled by Call Derbyshire 24/7/365.
The Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution.
II.1.6)Common procurement vocabulary (CPV)

48333000 Contact management software package, 48500000 Communication and multimedia software package, 48000000 Software package and information systems, 72000000 IT services: consulting, software development, Internet and support

II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots
This contract is divided into lots: no
II.1.9)Information about variants
Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
The contract value is expected to be between 400 000 GBP and 520 000 GBP for the total contract period including all extensions and options.
Estimated value excluding VAT:
Range: between 400 000 and 520 000 GBP
II.2.2)Information about options
Options: yes
Description of these options: The initial contract term will be for 5 years from Go-Live, with options to extend on an annual basis for up to 3 further years to take the contract term up to a maximum of 8 years.
II.2.3)Information about renewals
This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion
Duration in months: 60 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.1.4)Other particular conditions
The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

Minimum level(s) of standards possibly required: As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:

As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

Minimum level(s) of standards possibly required:

As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: yes
Reference to the relevant law, regulation or administrative provision:
III.3.2)Staff responsible for the execution of the service
Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure
Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged number of operators: 5

Objective criteria for choosing the limited number of candidates: As described in the tender documents which are available to download for completion by interested organisations who register on the Council's electronic tendering system at www.eastmidstenders.org.

IV.1.3)Reduction of the number of operators during the negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
TS15033
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2015/S 157-288084 of 15.8.2015

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Time limit for receipt of requests for documents or for accessing documents: 17.11.2016 - 23:59
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
30.11.2016 - 11:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders
Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained
VI.5)Date of dispatch of this notice:
25.10.2016