Contact Centre as a Service

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-03d5e7-2023-08-03T15:00:06+01:00",
    "date": "2023-08-03T15:00:06+01:00",
    "ocid": "ocds-h6vhtk-03d5e7",
    "description": "This procurement will be managed electronically via the Council's e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the 'tenders' section and 'express an interest' to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.",
    "initiationType": "tender",
    "tender": {
        "id": "2023/S 000-019650",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "Contact Centre as a Service",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "72000000",
            "description": "IT services: consulting, software development, Internet and support"
        },
        "mainProcurementCategory": "services",
        "description": "Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.",
        "lots": [
            {
                "id": "1",
                "description": "Norfolk County Council wishes to procure a new contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services. The contract also includes services for the migration from the current legacy system.The estimate value included in this notice does not include VAT.The contract length is 5 years as the initial term with the right to extend by a period or periods of up to 3 years.",
                "status": "active",
                "value": {
                    "amount": 750000,
                    "currency": "GBP"
                },
                "contractPeriod": {
                    "durationInDays": 1800
                },
                "hasRenewal": false,
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": true,
                "options": {
                    "description": "The Council has the right to extend the contract by a period or periods totalling no more than 3 years."
                }
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "72000000",
                        "description": "IT services: consulting, software development, Internet and support"
                    },
                    {
                        "scheme": "CPV",
                        "id": "32000000",
                        "description": "Radio, television, communication, telecommunication and related equipment"
                    },
                    {
                        "scheme": "CPV",
                        "id": "48000000",
                        "description": "Software package and information systems"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKH17"
                    },
                    {
                        "region": "UKH16"
                    },
                    {
                        "region": "UKH15"
                    },
                    {
                        "region": "UKH17"
                    },
                    {
                        "region": "UKH16"
                    },
                    {
                        "region": "UKH15"
                    }
                ],
                "relatedLot": "1",
                "deliveryLocation": {
                    "description": "Norfolk"
                }
            }
        ],
        "communication": {
            "futureNoticeDate": "2023-07-10T00:00:00+01:00"
        },
        "coveredBy": [
            "GPA"
        ],
        "value": {
            "amount": 750000,
            "currency": "GBP"
        },
        "submissionMethod": [
            "written"
        ],
        "documents": [
            {
                "id": "economic",
                "documentType": "economicSelectionCriteria"
            },
            {
                "id": "technical",
                "documentType": "technicalSelectionCriteria"
            }
        ],
        "contractTerms": {
            "performanceTerms": "As per procurement documentation",
            "hasElectronicOrdering": true,
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "tenderPeriod": {
            "endDate": "2023-08-11T09:00:00+01:00"
        },
        "submissionTerms": {
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "durationInDays": 60
            }
        },
        "awardPeriod": {
            "startDate": "2023-08-11T09:05:00+01:00"
        },
        "bidOpening": {
            "date": "2023-08-11T09:05:00+01:00"
        },
        "hasRecurrence": false,
        "reviewDetails": "Precise information on deadline(s) for lodging appeals: The Public Contracts Regulations 2015 (as amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).Proceedings must be brought within 30 days from the date of knowledge (the date on which the economic operator first knew or ought to have known that grounds for starting the proceedings had arisen) unless the Court considers that there is good reason for extending the period within which proceedings may be brought, in which case the Court may extend that period up to a maximum of 3 months from the date of knowledge.",
        "amendments": [
            {
                "id": "1",
                "unstructuredChanges": [
                    {
                        "oldValue": {
                            "date": "2023-08-11T09:00:00+01:00"
                        },
                        "newValue": {
                            "date": "2023-08-18T10:00:00+01:00"
                        },
                        "where": {
                            "section": "IV.2.2",
                            "label": "IV.2.2) Time limit for receipt of tenders or requests to participate"
                        }
                    },
                    {
                        "oldValue": {
                            "date": "2023-08-11T09:05:00+01:00"
                        },
                        "newValue": {
                            "date": "2023-08-18T10:05:00+01:00"
                        },
                        "where": {
                            "section": "IV.2.7",
                            "label": "IV.2.7 Conditions for opening of tenders"
                        }
                    }
                ]
            }
        ]
    },
    "parties": [
        {
            "id": "GB-FTS-7364",
            "name": "Norfolk County Council",
            "identifier": {
                "legalName": "Norfolk County Council"
            },
            "address": {
                "streetAddress": "County Hall, Martineau Lane",
                "locality": "Norwich",
                "region": "UKH15",
                "postalCode": "NR1 2DH",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "email": "sourcingteam@norfolk.gov.uk",
                "url": "https://in-tendhost.co.uk/norfolkcc/aspx/Home"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.norfolk.gov.uk",
                "buyerProfile": "https://in-tendhost.co.uk/norfolkcc/aspx/Home",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "REGIONAL_AUTHORITY",
                        "description": "Regional or local authority"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "01",
                        "description": "General public services"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-61814",
            "name": "Norfolk County Council",
            "identifier": {
                "legalName": "Norfolk County Council"
            },
            "address": {
                "streetAddress": "Martineau Lane",
                "locality": "Norwich",
                "postalCode": "NR1 2DH",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "email": "sourcingteam@norfolk.gov.uk"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-7364",
        "name": "Norfolk County Council"
    },
    "language": "en"
}