{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-029ac9-2025-02-13T19:05:05Z", "date": "2025-02-13T19:05:05Z", "ocid": "ocds-h6vhtk-029ac9", "description": "To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=925744206 GO Reference: GO-2025213-PRO-29423739", "initiationType": "tender", "tender": { "id": "2019-SLC-252", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "Contact Centre Services", "status": "complete", "classification": { "scheme": "CPV", "id": "79342300", "description": "Customer services" }, "mainProcurementCategory": "services", "description": "The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following: *management of customer contact through social media channels, secure messaging and chatbots *ad-hoc administration work to support account processing *additional blended work to support contact and repayments processing *outbound calling *web chat", "lots": [ { "id": "1", "description": "The provision of Customer Services via telephony and potentially other communication channels. In addition they may provide the following: management of customer contact through social media channels, secure messaging and chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.", "awardCriteria": { "criteria": [ { "name": "Technical capability", "type": "quality", "description": "30" }, { "name": "Resource Management", "type": "quality", "description": "20" }, { "name": "Demand management", "type": "quality", "description": "10" }, { "name": "Service Levels", "type": "quality", "description": "5" }, { "name": "Implementation / Mobilisation", "type": "quality", "description": "5" }, { "name": "Total Cost", "type": "cost", "description": "25" }, { "name": "Maximum percentage at risk", "type": "cost", "description": "5" } ] }, "hasOptions": true, "options": { "description": "Option to extend the contract for 2 periods of 12 months following the initial contract period" }, "status": "cancelled", "contractPeriod": { "durationInDays": 1440 } } ], "items": [ { "id": "1", "deliveryAddresses": [ { "region": "UK" }, { "region": "UK" }, { "region": "UK" } ], "deliveryLocation": { "description": "UNITED KINGDOM" }, "relatedLot": "1" } ], "procurementMethod": "limited", "procurementMethodDetails": "Award procedure without prior publication of a call for competition", "coveredBy": [ "GPA" ], "procurementMethodRationaleClassifications": [ { "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL", "id": "D_OUTSIDE_SCOPE", "description": "The procurement falls outside the scope of application of the directive" } ], "procurementMethodRationale": "The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015" }, "awards": [ { "id": "004952-2021-2019-SLC-252-1", "relatedLots": [ "1" ], "status": "active", "suppliers": [ { "id": "GB-FTS-8484", "name": "Teleperformance Limited" } ] }, { "id": "016114-2023-2019-SLC-252-1", "relatedLots": [ "1" ], "title": "Contact Centre Services", "status": "active", "suppliers": [ { "id": "GB-FTS-8484", "name": "Teleperformance Limited" } ] }, { "id": "005036-2025-2019-SLC-252-1", "relatedLots": [ "1" ], "title": "Contact Centre Services", "status": "active", "suppliers": [ { "id": "GB-FTS-8484", "name": "Teleperformance Limited" } ] } ], "parties": [ { "id": "GB-FTS-8483", "name": "Student Loans Company Limited", "identifier": { "legalName": "Student Loans Company Limited" }, "address": { "streetAddress": "100 Bothwell Street", "locality": "Glasgow", "region": "UKM82", "postalCode": "G2 7JD", "countryName": "United Kingdom" }, "contactPoint": { "telephone": "+44 1413062000", "email": "commercial@slc.co.uk" }, "roles": [ "buyer", "reviewBody", "mediationBody" ], "details": { "url": "http://www.gov.uk/slc", "buyerProfile": "http://www.gov.uk/slc", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "BODY_PUBLIC", "description": "Body governed by public law" }, { "scheme": "COFOG", "description": "The administration of loans and grants for students" } ] }, "additionalContactPoints": [ { "telephone": "+44 1413062109" } ] }, { "id": "GB-FTS-8484", "name": "Teleperformance Limited", "identifier": { "legalName": "Teleperformance Limited", "id": "02060289" }, "address": { "streetAddress": "Spectrum Building, Bond Street", "locality": "Bristol", "region": "UKK11", "postalCode": "BS1 3LG", "countryName": "United Kingdom" }, "roles": [ "supplier" ], "details": { "url": "http://www.teleperformance.com", "scale": "large" } }, { "id": "GB-FTS-101390", "name": "Student Loans Company", "identifier": { "legalName": "Student Loans Company" }, "address": { "streetAddress": "10 Clyde Place", "locality": "Glasgow", "region": "UKM82", "postalCode": "G5 8DF", "countryName": "United Kingdom" }, "contactPoint": { "telephone": "+44 1413062109", "email": "commercial@slc.co.uk" }, "roles": [ "buyer", "mediationBody" ], "details": { "url": "http://www.gov.uk/slc", "buyerProfile": "http://www.GOV.UK/slc" }, "additionalContactPoints": [ { "telephone": "+44 1413062109" } ] }, { "id": "GB-FTS-137962", "name": "Student Loans Cokmpany", "identifier": { "legalName": "Student Loans Cokmpany" }, "address": { "streetAddress": "10 Clyde Place", "locality": "Glasgow", "postalCode": "G5 8DF", "countryName": "United Kingdom" }, "contactPoint": { "telephone": "+44 1413062109" }, "roles": [ "reviewBody" ], "details": { "url": "http://www.gov.uk/slc" } } ], "buyer": { "id": "GB-FTS-101390", "name": "Student Loans Company" }, "contracts": [ { "id": "004952-2021-2019-SLC-252-1", "awardID": "004952-2021-2019-SLC-252-1", "status": "active", "value": { "amount": 50600000, "currency": "GBP" }, "dateSigned": "2021-03-04T00:00:00Z" }, { "id": "016114-2023-2019-SLC-252-1", "awardID": "016114-2023-2019-SLC-252-1", "title": "Contact Centre Services", "status": "active", "value": { "amount": 75000000, "currency": "GBP" }, "dateSigned": "2021-03-04T00:00:00Z", "period": { "durationInDays": 1440 }, "items": [ { "id": "1", "classification": { "scheme": "CPV", "id": "79342300", "description": "Customer services" }, "deliveryAddresses": [ { "region": "UK" } ], "deliveryLocation": { "description": "UNITED KINGDOM" }, "relatedLot": "1" } ], "amendments": [ { "id": "1", "description": "Increase in the overall value of the contract.", "rationale": "Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: SLC can show that all 3 requirements of Reg 72(1)(c) are met. Firstly, at the point of agreement commencement, there was no way to anticipate the impact of the Covid-19 pandemic or the cost of living crisis and the impact it would have on recruitment. Secondly, the overall nature of the contract is not being modified (nor is the term). Finally, the anticipated increase in value would still fall below 50% of the original PS50.6m value approved/advertised (i.e. below PS75.3m)." } ] }, { "id": "005036-2025-2019-SLC-252-1", "awardID": "005036-2025-2019-SLC-252-1", "title": "Contact Centre Services", "status": "active", "value": { "amount": 78700000, "currency": "GBP" }, "dateSigned": "2021-03-04T00:00:00Z", "period": { "durationInDays": 1440 }, "items": [ { "id": "1", "classification": { "scheme": "CPV", "id": "79342300", "description": "Customer services" }, "deliveryAddresses": [ { "region": "UK" } ], "deliveryLocation": { "description": "UNITED KINGDOM" }, "relatedLot": "1" } ], "amendments": [ { "id": "3", "description": "Increase in the overall value of the contract by an additional PS3.7M, for final 3 months of the contract. Original contract value increased to PS75M on 04/03/2021", "rationale": "Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of PS3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value." } ] } ], "bids": { "statistics": [ { "id": "1", "measure": "bids", "relatedLot": "1", "value": 5 }, { "id": "2", "measure": "smeBids", "relatedLot": "1", "value": 0 }, { "id": "3", "measure": "foreignBidsFromEU", "relatedLot": "1", "value": 0 }, { "id": "4", "measure": "foreignBidsFromNonEU", "relatedLot": "1", "value": 0 }, { "id": "5", "measure": "electronicBids", "relatedLot": "1", "value": 5 } ] }, "language": "en" }