{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-02927b-2022-01-25T10:55:02Z", "date": "2022-01-25T10:55:02Z", "ocid": "ocds-h6vhtk-02927b", "description": "The figure indicated in V2.4 represents the maximum contract value PS100m. This is a maximum figure that reflects the potential scale of the contract and takes into account such changes to the scope/and or scale which may result from future operational requirements.", "initiationType": "tender", "tender": { "id": "3320512", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "DoF - Digital NI - Contact Centre Services for Government", "status": "complete", "classification": { "scheme": "CPV", "id": "79512000", "description": "Call centre" }, "mainProcurementCategory": "services", "description": "DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government's recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations).", "value": { "amount": 100000000, "currency": "GBP" }, "lots": [ { "id": "1", "description": "DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government's recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations).", "value": { "amount": 100000000, "currency": "GBP" }, "contractPeriod": { "durationInDays": 2520 }, "hasRenewal": true, "renewal": { "description": "To allow for a sufficient return of investment 7 years is considered an appropriate duration. There will be an opportunity to extend the contract for an additional 2 yrs. Therefore, the potential max. contract length is 9 years (7 years initial period and a potential 2 year extension). PS100m is the estimated value of the contract over the 9 year period." }, "submissionTerms": { "variantPolicy": "notAllowed" }, "hasOptions": true, "options": { "description": "To allow for a sufficient return of investment, 7 years is considered an appropriate Contract duration. There will be an opportunity to extend the contract for an additional 2 years. Therefore, the potential maximum contract length is 9 years 7 years initial period and a potential 2 year extension." }, "status": "cancelled", "awardCriteria": { "criteria": [ { "name": "AC1a Approach to implementation to include transition", "type": "quality", "description": "7.875" }, { "name": "AC1b Details of the roles required to deliver the implementation and assurances for how these roles will be made available, with appropriately experienced staff, for the planned transition period.", "type": "quality", "description": "2.625" }, { "name": "AC2a. Core Contact Centre and Satellite Services requirements", "type": "quality", "description": "8.82" }, { "name": "AC2b. Flooding Incident Line FIL", "type": "quality", "description": "3.675" }, { "name": "AC2c. Emergency Response Line ERL", "type": "quality", "description": "2.205" }, { "name": "AC3 Technology", "type": "quality", "description": "7" }, { "name": "AC4 Service Quality", "type": "quality", "description": "7" }, { "name": "AC5a Scenario 1 - Planned Seasonal Variation", "type": "quality", "description": "2.8" }, { "name": "AC5b Scenario 2 - Unplanned Increase in Contract Volumes", "type": "quality", "description": "2.1" }, { "name": "AC5c Scenario 3 - Change at Short Notice", "type": "quality", "description": "2.1" }, { "name": "AC6a Channel Shift Requirements", "type": "quality", "description": "6.65" }, { "name": "AC6b Continuous Improvement and Innovation", "type": "quality", "description": "6.65" }, { "name": "AC7 Social Value", "type": "quality", "description": "10.5" }, { "name": "AC8 NPV of the Total Cost of the Services", "type": "cost", "description": "21" }, { "name": "AC9 Impact of Sensitivity Testing", "type": "cost", "description": "3" }, { "name": "AC10 - Pricing for Supplier Personnel Rate Card - Onboarding of New Services", "type": "cost", "description": "3" } ] } } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "79500000", "description": "Office-support services" }, { "scheme": "CPV", "id": "79510000", "description": "Telephone-answering services" }, { "scheme": "CPV", "id": "75100000", "description": "Administration services" }, { "scheme": "CPV", "id": "79511000", "description": "Telephone operator services" }, { "scheme": "CPV", "id": "64200000", "description": "Telecommunications services" }, { "scheme": "CPV", "id": "32522000", "description": "Telecommunications equipment" }, { "scheme": "CPV", "id": "32523000", "description": "Telecommunications facilities" }, { "scheme": "CPV", "id": "32524000", "description": "Telecommunications system" }, { "scheme": "CPV", "id": "66172000", "description": "Financial transaction processing and clearing-house services" }, { "scheme": "CPV", "id": "75130000", "description": "Supporting services for the government" }, { "scheme": "CPV", "id": "79211110", "description": "Payroll management services" }, { "scheme": "CPV", "id": "79342300", "description": "Customer services" }, { "scheme": "CPV", "id": "79530000", "description": "Translation services" }, { "scheme": "CPV", "id": "79540000", "description": "Interpretation services" }, { "scheme": "CPV", "id": "79570000", "description": "Mailing-list compilation and mailing services" }, { "scheme": "CPV", "id": "79600000", "description": "Recruitment services" }, { "scheme": "CPV", "id": "79992000", "description": "Reception services" }, { "scheme": "CPV", "id": "79993000", "description": "Building and facilities management services" }, { "scheme": "CPV", "id": "79994000", "description": "Contract administration services" }, { "scheme": "CPV", "id": "79996100", "description": "Records management" }, { "scheme": "CPV", "id": "79999000", "description": "Scanning and invoicing services" }, { "scheme": "CPV", "id": "64100000", "description": "Post and courier services" }, { "scheme": "CPV", "id": "79521000", "description": "Photocopying services" }, { "scheme": "CPV", "id": "72500000", "description": "Computer-related services" }, { "scheme": "CPV", "id": "30200000", "description": "Computer equipment and supplies" } ], "deliveryAddresses": [ { "region": "UKN0" }, { "region": "UKN0" } ], "relatedLot": "1" } ], "submissionMethod": [ "electronicSubmission" ], "submissionMethodDetails": "https://etendersni.gov.uk/epps", "selectionCriteria": { "criteria": [ { "type": "suitability", "description": "Candidates will be assessed in accordance with Regulation 58 of the Public Contract Regulations 2015 (as amended) as set out in the Information Memorandum and Instructions to Tenderers document and Selection Questionnaire. A selection process will also be used to identify economic operators, who having submitted a response to the Selection Questionnaire, sufficiently demonstrate to the Department's satisfaction the appropriate technical and professional ability, economic, financial and legal standing to meet the requirements of the Contract.", "appliesTo": [ "supplier" ] } ] }, "documents": [ { "id": "economic", "documentType": "economicSelectionCriteria" }, { "id": "technical", "documentType": "technicalSelectionCriteria" } ], "contractTerms": { "performanceTerms": "The award of the Contract will be subject to the highest ranked Supplier demonstrating that the minimum requirements specified in the selection questionnaire continue to be met and that there is no material adverse change to the standing of the Supplier. The Contract award will also be subject to all other necessary due diligence being carried out by the Authority. Contract performance will be subject to the conditions specified in the contract, which may include social and environmental clauses in order to promote equality of opportunity and sustainable development. Further details are set out at Section VI.3 below and in the Procurement Documentation." }, "procurementMethod": "selective", "procurementMethodDetails": "Competitive procedure with negotiation", "secondStage": { "noNegotiationNecessary": true, "invitationDate": "2021-04-19T00:00:00+01:00" }, "coveredBy": [ "GPA" ], "tenderPeriod": { "endDate": "2021-03-15T15:00:00Z" }, "submissionTerms": { "languages": [ "en" ], "bidValidityPeriod": { "endDate": "2021-06-13T23:59:59+01:00" } }, "hasRecurrence": false, "reviewDetails": "CPD complied with the Public Contracts Regulations 2015 (as amended) and incorporated a. standstill period (i.e. a minimum of 10 calendar days) at the point information on the award of contract was communicated to tenderers.. That notification provided full information on the award decision. This provided time for the unsuccessful tenderers to challenge the award decision before the contract was entered into." }, "parties": [ { "id": "GB-FTS-5386", "name": "Department of Finance DoF", "identifier": { "legalName": "Department of Finance DoF" }, "address": { "streetAddress": "303 Airport Road West", "locality": "BELFAST", "region": "UK", "postalCode": "BT3 9ED", "countryName": "United Kingdom" }, "contactPoint": { "name": "Tony.Harveyfinance-ni.gov.uk", "email": "SSDAdmin.CPD@finance-ni.gov.uk", "url": "https://etendersni.gov.uk/epps" }, "roles": [ "buyer", "centralPurchasingBody" ], "details": { "url": "https://etendersni.gov.uk/epps", "buyerProfile": "https://etendersni.gov.uk/epps", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "BODY_PUBLIC", "description": "Body governed by public law" }, { "scheme": "COFOG", "id": "01", "description": "General public services" } ] } }, { "id": "GB-FTS-5387", "name": "The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead; any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of PCR 2015 as amended", "identifier": { "legalName": "The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead; any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of PCR 2015 as amended" }, "address": { "locality": "Belfast", "countryName": "United Kingdom" }, "roles": [ "reviewBody" ] }, { "id": "GB-FTS-3552", "name": "Department of Finance", "identifier": { "legalName": "Department of Finance" }, "address": { "streetAddress": "303 Airport Road West", "locality": "BELFAST", "region": "UK", "postalCode": "BT3 9ED", "countryName": "United Kingdom" }, "contactPoint": { "email": "SSDAdmin.CPD@finance-ni.gov.uk" }, "roles": [ "buyer", "centralPurchasingBody" ], "details": { "url": "https://etendersni.gov.uk/epps", "buyerProfile": "https://etendersni.gov.uk/epps", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "BODY_PUBLIC", "description": "Body governed by public law" }, { "scheme": "COFOG", "id": "01", "description": "General public services" } ] } }, { "id": "GB-FTS-41848", "name": "SERCO LTD", "identifier": { "legalName": "SERCO LTD" }, "address": { "streetAddress": "SERCO HOUSE", "locality": "HOOK", "region": "UK", "postalCode": "RG27 9UY", "countryName": "United Kingdom" }, "contactPoint": { "telephone": "+44 01256745900", "email": "enquiries@emergencyplanningcollege4.com" }, "roles": [ "supplier" ], "details": { "url": "https://etendersni.gov.uk/epps", "scale": "large" } }, { "id": "GB-FTS-41849", "name": "The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead; any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of PCR 2015 as amended", "identifier": { "legalName": "The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead; any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of PCR 2015 as amended" }, "address": { "locality": "N/A", "countryName": "United Kingdom" }, "roles": [ "reviewBody" ] } ], "buyer": { "id": "GB-FTS-3552", "name": "Department of Finance" }, "language": "en", "awards": [ { "id": "002124-2022-1-1", "relatedLots": [ "1" ], "title": "DoF - Digital NI - Contact Centre Services for Government", "status": "active", "suppliers": [ { "id": "GB-FTS-41848", "name": "SERCO LTD" } ] } ], "contracts": [ { "id": "002124-2022-1-1", "awardID": "002124-2022-1-1", "title": "DoF - Digital NI - Contact Centre Services for Government", "status": "active", "value": { "amount": 100000000, "currency": "GBP" }, "dateSigned": "2022-01-17T00:00:00Z" } ], "bids": { "statistics": [ { "id": "1", "measure": "bids", "relatedLot": "1", "value": 3 }, { "id": "2", "measure": "smeBids", "relatedLot": "1", "value": 0 }, { "id": "3", "measure": "foreignBidsFromEU", "relatedLot": "1", "value": 0 }, { "id": "4", "measure": "foreignBidsFromNonEU", "relatedLot": "1", "value": 3 }, { "id": "5", "measure": "electronicBids", "relatedLot": "1", "value": 3 } ] } }