Tender

Knowsley Housing Trust - Customer Contact Solution

FIRST ARK GROUP

This public procurement record has 2 releases in its history.

TenderAmendment

02 Jan 2018 at 10:37

Tender Notice
Tender

16 Oct 2017 at 09:15

Tender Notice
Summary of the contracting process

Knowsley Housing Trust (KHT), part of the First Ark Group located in Prescot, England, is seeking bids for its Customer Contact Solution. This open procurement process aims to establish a contract for an automated contact system, facilitating communication with customers primarily in the North West region but potentially across the UK. The procurement is currently at the tender stage, with submissions due by 13 November 2017. The anticipated contract value is approximately £70,000 annually for a three-year term, commencing in December 2017, with a possible extension of up to two years.

This tender presents significant opportunities for service providers specialising in automated communication systems, particularly those skilled in integrating complex software solutions. Businesses involved in contact management software, communication services, and data collection will find this a fitting opportunity. Given the estimated call volumes required for various modules—around 100,000 to 122,500 annually—companies that can efficiently meet these demands while ensuring robust data management will be well-positioned to compete successfully for this contract.

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Notice Information

Notice Title

Knowsley Housing Trust - Customer Contact Solution

Notice Description

THIS PROCEDURE HAS BEEN CANCELLED. KHT is seeking bids from service providers to provide an automated customer contact solution. The system will primarily be used to contact customers across the North West region, but may also be used wherever KHT has an operational requirement across the UK. KHT requires the automated solution to deliver the following four modules: - Debt collection outbound dialler module: A system that calls customers and provides the option to connect to a KHT member of staff so rent can be paid, or queries answered by the KHT team - Tenant survey contacts module: A system that calls recipients to request the completion of a survey, and compiles responses - Appointment setting and confirmation module: A system that calls customers to make and confirm appointments. Any request to rearrange an appointment is connected to a KHT member of staff - Outbound broadcast module: A system that calls recipients to provide key messages to customers The successful service provider must provide a single system that delivers all four elements, and will be required to implement, host and maintain the solution on behalf of KHT. The system must fully integrate with the KHT housing management system, Orchard. All four elements will initially be required to be delivered via an automated voice service. The successful service provider must however have the capability to deliver the outbound broadcast module and appointment setting and confirmation module via SMS, since KHT may require this capability during the contract term. KHT must have access to extract data from the system 24 hours a day, 365 days a year. The system must be able to contact KHT customers between the hours of 8:00AM and 8:00PM, Monday to Friday. The total number of outbound calls required to be delivered by the system across all 4 modules is estimated to be between 100,000 and 122,500 per annum. The estimated breakdown of outbound calls across the four modules is a follows: - Debt collection outbound dialler module: approximately 1,400 to 1,700 calls per month - Tenant survey contacts module: approximately 6,000 to 7,000 calls per month - Appointment setting and confirmation module: approximately 500 to 1,000 calls per month - Outbound broadcast module: approximately 500 calls per month Please note, during the contract term, the annual number of outbound calls associated with the tenant survey contacts and outbound broadcast modules could increase by approximately 25% per module. The annual number of outbound calls associated with the debt collection outbound dialler module could increase by approximately 100%. This is for information only, and KHT do not guarantee that any estimated call volume increases will apply during the contract term. Additional information: Estimated annual value is approximately PS70,000 ex VAT based upon historical expenditure however this is an estimate only. The estimated number of calls and contract value is for information only, and no guarantees are given, nor are implied as to the value of business that will be placed with the successful service provider. The outcome of the tender process will be a single contract with a single service provider. The contract will be an initial 3 years, with 1 option to extend by a further 24 months, up to a maximum 5 years total contract term, subject to KHT requirements and the performance of the successful service provider. The anticipated contract commencement date is estimated to be during December 2017. Full details of the required service can be found within the service specification included within the Supporting Information section of this tender. The form of contract to be used will be the service providers standard service agreement, subject to any changes mutually agreed between KHT and the successful service provider. In the event that a mutually acceptable agreement cannot be reached between the successful bidder and KHT on final contract terms, KHT reserves the right to regard the service providers bid as non-compliant and withdraw the award offer. In this situation, KHT would award the contract to the next highest scoring bidder. The contract will be available to the following, such that each of the following will be entitled to purchase services from the successful service provider at the discretion of KHT:- - KHT and all subsidiary undertakings of KHT both current and future - All parts of any current or future group structure of which KHT is, or may become, a part For ease of reference, the term "client" is used in a number of places in this ITT to refer to KHT and the other members of the First Ark Group. Submissions are to be submitted through the Cirrus Purchasing eTender system only.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-cc3909f7-5b84-43c9-9f5f-3ff1d784bab1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9b63ead0-0bc2-4ab4-b8f1-109f2430bbb2
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48333000 - Contact management software package

48510000 - Communication software package

64200000 - Telecommunications services

72314000 - Data collection and collation services

79311210 - Telephone survey services

Notice Value(s)

Tender Value
£350,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
2 Jan 20188 years ago
Submission Deadline
13 Nov 2017Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
15 Dec 2017 - 14 Dec 2022 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FIRST ARK GROUP
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
KNOWSLEY
Postcode
L34 1PJ
Post Town
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD71 East Merseyside
Delivery Location
TLD North West (England)
Local Authority
Knowsley
Electoral Ward
St Michaels
Westminster Constituency
Knowsley

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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