Customer Service Centre and Digital Transformational Support

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-032d20-2022-08-26T16:39:43+01:00",
    "date": "2022-08-26T16:39:43+01:00",
    "ocid": "ocds-h6vhtk-032d20",
    "initiationType": "tender",
    "tender": {
        "id": "DN607337",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "Customer Service Centre and Digital Transformational Support",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "75100000",
            "description": "Administration services"
        },
        "mainProcurementCategory": "services",
        "description": "Lincolnshire County Council (the Council) is seeking to recommission a Customer Service Centre (CSC) with service commencement date of 1st April 2024. The Council requires a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for circa 20 Council functions. Further service areas may be added over the contract duration. The Contract term over which the Services will be provided is an initial period of 5 years commencing on the 1st April 2024 with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. Full details of the process and requests to take part can be undertaken at the following link https://procontract.due-north.com/.",
        "lots": [
            {
                "id": "1",
                "description": "This Contract involves 'high-risk' activity such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Volume of Contacts is split roughly 65/35 weighted towards non-Social Care but the resource requirement is split roughly 65/35 weighted towards Social Care work. Acquiring a quality provision is of the utmost importance to the Council throughout this procurement process. People handling skills will be of vital importance as the CSC is critical to us to achieve high scores in CQC and Ofsted inspections and manage our high-risk individuals. Lincolnshire County Council (the Council) is seeking to recommission Customer Service Centre (CSC) services commencing 1st April 2024 alongside services in support of the Council's plans for digital transformation. The Council requires the provision of a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for c20 Council functions. The Contract term over which the Services will be provided is an initial period of 5 years commencing on the 1st April 2024 with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. The Contract will include change control provisions to enable other CSC services to be added to the contract during the term of the contract. In addition to the operational CSC services the Council is looking for a Service Provider who can support the Council at the Council's discretion in its implementation of digital transformation both in the CSC and across the Council's wider services on a case by case basis. This may involve (i) the provision of expertise and advice to support the identification of digital solutions and the development of business cases and/or (ii) the implementation where instructed of specific transformation projects including on a risk-reward basis. This procurement is being structured so as to enable one of the Council's key partner authorities in the Greater Lincolnshire region to have the option to enter into a Contract for CSC services with the Service Provider on the basis of this Contract Notice. The Contract will be structured in a form to allow North East Lincolnshire Council to exercise the option to contract directly with the Service Provider for some or all of the Services and other services delivered by them in exercise of their functions through a Deed of Accession.",
                "status": "active",
                "awardCriteria": {
                    "criteria": [
                        {
                            "name": "Quality",
                            "type": "quality",
                            "description": "55"
                        },
                        {
                            "name": "Commercial",
                            "type": "quality",
                            "description": "5"
                        },
                        {
                            "type": "price",
                            "description": "40"
                        }
                    ]
                },
                "contractPeriod": {
                    "startDate": "2024-04-01T00:00:00+01:00",
                    "endDate": "2029-03-31T23:59:59+01:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The Contract term over which the Services will be provided is an initial period of 5 years commencing on the Services Commencement Date with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years."
                },
                "secondStage": {
                    "maximumCandidates": 3
                },
                "selectionCriteria": {
                    "description": "All complete Selection Questionnaires received will be evaluated by appropriate officers using the selection criteria identified within Section 2 SQ Evaluation Summary and SQ Scored Question Evaluation Criteria found after each scored question, of each individual Selection Questionnaire. The evaluation will be based using two types of criteria: pass/fail criteria and scored criteria. Those candidates who have not failed any of the Pass/Fail questions and have the highest scores for SQ Scored Questions will be invited to tender. In accordance with PCR 2015 regulation 65 the Council intends to limit the number of candidates that they will invite to tender to a maximum of three. If the situation arises where, through the evaluation of the Selection Questionnaire, the Council identifies that less than three Applicants are suitable for this requirement the Council reserves the right to proceed with those remaining suitable candidate(s). If the situation arises where, through the evaluation of the Selection Questionnaire, the Council identifies that no Applicants are suitable for this requirement the Council reserves the right to cancel and restart the tender process."
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "64000000",
                        "description": "Postal and telecommunications services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342300",
                        "description": "Customer services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342310",
                        "description": "Customer survey services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342320",
                        "description": "Customer-care services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "85100000",
                        "description": "Health services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "85300000",
                        "description": "Social work and related services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKF3"
                    },
                    {
                        "region": "UKF3"
                    }
                ],
                "relatedLot": "1",
                "deliveryLocation": {
                    "description": "Office based working from Lincolnshire County Council accommodation with a combination of remote working. Full details provided within tender documentation at the following link: https://procontract.due-north.com/."
                }
            }
        ],
        "communication": {
            "futureNoticeDate": "2022-07-31T00:00:00+01:00"
        },
        "submissionMethod": [
            "electronicSubmission"
        ],
        "submissionMethodDetails": "https://procontract.due-north.com",
        "selectionCriteria": {
            "criteria": [
                {
                    "type": "suitability",
                    "description": "Criteria as stated in the procurement documents In addition Lincolnshire County Council reserves the right to re-assess bidders on the SQ in the procurement documents based on past performance before key points in the procurement process (e.g. Initial Tenders, Final Tenders, conclusion of contract etc.). Bidders will accordingly be asked to update the evidence they provide in relation to past performance to reflect more recent performance on new or existing contracts (or to confirm that nothing has changed).",
                    "appliesTo": [
                        "supplier"
                    ]
                }
            ]
        },
        "documents": [
            {
                "id": "economic",
                "documentType": "economicSelectionCriteria"
            },
            {
                "id": "technical",
                "documentType": "technicalSelectionCriteria"
            }
        ],
        "contractTerms": {
            "performanceTerms": "Criteria as stated in the procurement documents",
            "hasElectronicOrdering": true,
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive procedure with negotiation",
        "secondStage": {
            "successiveReduction": true,
            "noNegotiationNecessary": true,
            "invitationDate": "2022-10-14T00:00:00+01:00"
        },
        "coveredBy": [
            "GPA"
        ],
        "tenderPeriod": {
            "endDate": "2022-09-26T15:00:00+01:00"
        },
        "submissionTerms": {
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "endDate": "2023-11-30T23:59:59Z"
            }
        },
        "hasRecurrence": false
    },
    "parties": [
        {
            "id": "GB-FTS-39",
            "name": "Lincolnshire County Council",
            "identifier": {
                "legalName": "Lincolnshire County Council"
            },
            "address": {
                "streetAddress": "County Offices, Newland",
                "locality": "Lincoln",
                "region": "UKF3",
                "postalCode": "LN1 1YL",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Ms Lucy Reed",
                "email": "LucyJ.Reed@lincolnshire.gov.uk",
                "url": "https://procontract.due-north.com"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.lincolnshire.gov.uk",
                "buyerProfile": "https://www.lincolnshire.gov.uk",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "REGIONAL_AUTHORITY",
                        "description": "Regional or local authority"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "01",
                        "description": "General public services"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-62454",
            "name": "Legal Lincolnshire",
            "identifier": {
                "legalName": "Legal Lincolnshire"
            },
            "address": {
                "locality": "Lincoln",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ],
            "details": {
                "url": "https://www.lincolnshire.gov.uk"
            }
        }
    ],
    "buyer": {
        "id": "GB-FTS-39",
        "name": "Lincolnshire County Council"
    },
    "language": "en",
    "description": "Procurement Portal The procurement will be conducted via the Council's electronic tendering portal ProContract. Organisations not already registered should follow this link (https://procontract.due-north.com/Register) to register free of charge, ensuring unrestricted and full direct access to all the tender documentation."
}