London Borough Of Bexley: Provision of Customer Contact & Business Services

UK-BEXLEYHEATH: Business services: law, marketing, consulting, recruitment, printing and security.
Section I: Contracting Authority
      I.1) Name and addresses
             London Borough Of Bexley
             LONDON BOROUGH OF BEXLEY, CIVIC OFFICES, WATLING STREET, BEXLEYHEATH, DA6 7AT, United Kingdom
             Tel. +44 2030455300, Email: procurement@bexley.gov.uk
             Contact: PROCUREMENT SUPPORT TEAM
             Main Address: http://www.bexley.gov.uk, Address of the buyer profile: http://www.bexley.gov.uk
             NUTS Code: UKI22
      I.2) Joint procurement
      The contract involves joint procurement: No.
      In the case of joint procurement involving different countries, state applicable national procurement law: Not provided       
      The contract is awarded by a central purchasing body: No.
      I.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: http://www.londontenders.org
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent electronically via http://www.londontenders.org to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      I.4) Type of the contracting authority
            Regional or local authority
      I.5) Main activity
            General public services

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Provision of Customer Contact & Business Services       
      Reference Number: 4610
      II.1.2) Main CPV Code:
      79000000 - Business services: law, marketing, consulting, recruitment, printing and security.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Customer contact service for the Council currently provided in-house by the contact centre. This includes face-to-face, telephone, email & online contact. Business support service currently provided in-house by the centralised Business Support Service hubs. This is the core service element of the contract with a potential value of £20.600m. Optional bids are sought for Emergency out of hours service, currently provided under contract by a third party. This includes telephone and email contact. Customer contact for Revenues & Benefits, currently provided by a third party. This includes face-to-face, telephone and online contact . Additionally the contract value shown allows for additional services to be added to the core service and for the arrangement to be extended to our health and shared service partners but managed by Bexley. Only the core element of contract value shown for the potential duration of the contract is guaranteed.       
      II.1.5) Estimated total value:
      Value excluding VAT: 161,580,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      79992000 - Reception services.
      79994000 - Contract administration services.
      79996000 - Business organisation services.
      75112000 - Administrative services for business operations.
      79510000 - Telephone-answering services.
      79512000 - Call centre.
      79550000 - Typing, word-processing and desktop publishing services.
      79560000 - Filing services.
      
      II.2.3) Place of performance:
      UKI22 Outer London - South
      
      II.2.4) Description of procurement: The London Borough of Bexley is looking to identify a suitably experienced service provider to take over the provision of the core services of its Customer Contact and Business Support Services. Additionally we are seeking bids for 2 optional services that cover the customer facing and telephony elements of our Revenues and Benefits Customer Contact service and an emergency Out of Hours service.
The Customer Contact Centre acts as a first point of contact for resident and business enquiries and currently deals with approximately 44,000 email, 350,000 phone and 23,000 face to face enquiries each year. The Business Support functions predominately provide support to the Council’s Children’s and Adults services through a hub based service. Both of these core services are currently provided in-house whereas the optional services detailed above are provided by a third party under contract. Business Support services are currently being reviewed with the likely result that further in-house services will be added to the contract for core services over the life of the contract.
If beneficial to the further integration of services, the contract will also allow the inclusion of Customer Contact and Business Support functions of our health and shared service partners. The estimated contract value has therefore been set to show the core service, potential additions to core services, optional services and possible extension to partner organisations. Allowance in the contract value has also been made to reflect further possible integration of services with health and shared service partners which will be managed by Bexley. Only the core services element of the contract is guaranteed. A breakdown of contract values over the potential 10 years of the contract is as follows.: Guaranteed award core services £20.600m, Not guaranteed Optional Services £3.030m, additional support services inclusion against core services £10.700m, health partners £30.500m and shared service partners £96.750m
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 161,580,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 120       
      This contract is subject to renewal: Yes       
      Description of renewals: The contract will run for a period of 5 years from 1st April 2017 to 31st March 2022 with a possible extension of up to 5 years. A potential contract length of 10 years.
      II.2.9) Information about the limits on the number of candidates to be invited:
             Envisaged minimum number: 2
            / Maximum number: 6       
      Objective criteria for choosing the limited number of cadidates: Not provided
      II.2.10) Information about variants:
      Variants will be accepted: Yes
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Up to 6 applicants who have demonstrated who have demonstrated through their PQQ submission that they are capable of providing the services specified and have passed the PASS/FAIL sections, will be invited to tender       


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing          
      Selection criteria as stated in the procurement documents       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability    
      Selection criteria as stated in the procurement documents
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description
      IV.1.1) Type of procedure: Restricted   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - NO        
         The procurement involves the setting up of a dynamic purchasing system - NO    
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: No       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 09/05/2016 Time: 12:00
      IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates: 10/06/2016       
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender: Not Provided      
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: Yes    
   Estimated timing for further notices to be published: 5-10 years
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted No       
   Electronic payment will be used No       
   VI.3) Additional Information: Whilst individual services are shown these will not be available as individual LOTS. The decision to divide the contract into Lots is one for the contracting authority to make and the Council has discharged its obligations under Regulation 46(2) of the Public Contracts Regulations 2015 by providing an indication of the main reasons for its decision not to subdivide the proposed contract into Lots in the PQQ documentation.

The decision to procure ‘an integrated offer’ was based on the independence of the Services and for service user convenience both from internal clients and residents. There are close working relationships between existing services which lead to economies of scale and smooth service delivery. The combined option and integrated management of these internal services has worked well and is one that is essential to preserve. The potential addition of Revenue and Benefits Customer Contact service would enhance this arrangement and provide residents with a single contact point.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=197995353
   VI.4) Procedures for review
   VI.4.1) Review body:
             London Borough Of Bexley
       LONDON BOROUGH OF BEXLEY, CIVIC OFFICES, WATLING STREET, KENT, BEXLEYHEATH, DA6 7AT, United Kingdom
       Tel. +44 2030455124, Fax. +44 2082946385
   VI.4.2) Body responsible for mediation procedures:
             London Borough Of Bexley
          CIVIC OFFICES, WATLING STREET, BEXLEYHEATH, DA6 7AT, United Kingdom
          Email: PROCUREMENT@BEXLEY.GOV.UK
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
          London Borough Of Bexley
       LONDON BOROUGH OF BEXLEY, CIVIC OFFICES, WATLING STREET, KENT, BEXLEYHEATH, DA6 7LB, United Kingdom
       Tel. +44 2030455123, Fax. +44 2082946835, Email: PROCUREMENT@BEXLEY.GOV.UK
   VI.5) Date Of Dispatch Of This Notice: 08/04/2016

Annex A