The Student Loans Company Limited has published this notice through Delta eSourcing
| Notice Summary |
|---|
| Title: | Contact Centre Services |
| Notice type: | Contract Award Notice |
| Authority: | The Student Loans Company Limited |
| Nature of contract: | Services |
| Procedure: | Award without prior publication |
| Short 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 |
| Published: | 11/03/2021 12:09 |
View Full Notice
Section I: Contracting Authority
I.1) Name, Addresses and Contact Point(s):
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062000, Email: commercial@slc.co.uk
Main Address: www.gov.uk/slc, Address of the buyer profile: www.gov.uk/slc
NUTS Code: UKM82
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.4)Type of the contracting authority:
Body governed by public law
I.5) Main activity:
Other activity: The administration of loans and grants for students
Section II: Object Of The Contract
II.1) Scope of the procurement
II.1.1) Title: Contact Centre Services
Reference number: 2019-SLC-252
II.1.2) Main CPV code:
79342300 - Customer services.
II.1.3) Type of contract: SERVICES
II.1.4) Short 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
II.1.6) Information about lots
This contract is divided into lots: No
II.1.7) Total value of the procurement (excluding VAT)
Value: 50,600,000
Currency:GBP
II.2) Description
II.2.2) Additional CPV code(s):
Not Provided
II.2.3) Place of performance
Nuts code:
UK - UNITED KINGDOM
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement: 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
II.2.5) Award criteria:
Quality criterion - Name: Technical capability / Weighting: 30
Quality criterion - Name: Resource Management / Weighting: 20
Quality criterion - Name: Demand management / Weighting: 10
Quality criterion - Name: Service Levels / Weighting: 5
Quality criterion - Name: Implementation / Mobilisation / Weighting: 5
Cost criterion - Name: Total Cost / Weighting: 25
Cost criterion - Name: Maximum percentage at risk / Weighting: 5
II.2.11) Information about options
Options: Yes
Description of these options:Option to extend the contract for 2 periods of 12 months following the initial contract period
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: No
II.2.14) Additional information: Not Provided
Section IV: Procedure
IV.1) Description
IV.1.1)Type of procedure: Award of a contract without prior publication of a call for competition in the Official Journal of the European Union in the cases listed below (please complete Annex D1)
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement: No
IV.1.6) Information about electronic auction
An electronic auction has been used: No
IV.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Not Provided
IV.2.9) Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice: No
Section V: Award of contract
Award Of Contract (No.1)
Contract No: 2019-SLC-252
Lot Number: Not Provided
Title: Not Provided
A contract/lot is awarded: Yes
V.2) Award of contract
V.2.1) Date of conclusion of the contract: 04/03/2021
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 0 (SME - as defined in Commission Recommendation 2003/361/EC)
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
V.2.3) Name and address of the contractor
The contract has been awarded to a group of economic operators: No
Contractor (No.1)
Teleperformance Limited, 02060289
Spectrum Building, Bond Street, Bristol, BS1 3LG, United Kingdom
Internet address: www.teleperformance.com
NUTS Code: UKK11
The contractor is an SME: No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: 60,000,000
Total value of the contract/lot: 50,600,000
Currency: GBP
V.2.5) Information about subcontracting
The contract is likely to be subcontracted: No
Section VI: Complementary information
VI.3) Additional information: To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=576457725
VI.4) Procedures for review
VI.4.1) Review body
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062109
Internet address: www.gov.uk/slc
VI.4.2) Body responsible for mediation procedures
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062109
Internet address: www.gov.uk/slc
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures: Not Provided
VI.4.4) Service from which information about the review procedure may be obtained
Not Provided
VI.5) Date of dispatch of this notice: 11/03/2021
ANNEX D
2. Other justification for the award of the contract without prior publication of a call for competition in the Official Journal of the European Union
The procurement falls outside the scope of application of the directive: Yes
3. Explanation
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
View any Notice Addenda
This notice is covered by: Directive 2014/24/EU
Section I: Contracting authority/entity
I.1) Name and addresses
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062000, Email: commercial@slc.co.uk
Main Address: www.gov.uk/slc, Address of the buyer profile: www.gov.uk/slc
NUTS Code: UKM82
Section II: Object
II.1) Scope of the procurement
II.1.1) Title: Contact Centre Services
Reference number: 2019-SLC-252
II.1.2) Main CPV code:
79342300 - Customer services.
II.1.3) Type of contract: SERVICES
II.2) Description
II.2.1) Title: Not Provided
Lot No: Not Provided
II.2.2) Additional CPV codes:
Not Provided
II.2.3) Place of performance:
UK UNITED KINGDOM
II.2.4) Description of the procurement at the time of conclusion of the contract:
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
II.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months: 48
Directive 2014/24/EU - In the case of framework agreements, provide justification for any duration exceeding 4 years:
Not Provided
II.2.13) Information about European Union funds:
The procurement is related to a project and/or programme financed by European Union funds: No
Section IV: Procedure
IV.2) Administrative information
IV.2.1) Contract award notice concerning this contract
Notice number in OJ S: 2021/S 000 - 004952
Section V: Award of contract/concession
Contract No: 2019-SLC-252 Lot No: Not Provided Title: Contact Centre Services
V.2) Award of contract/concession
V.2.1) Date of conclusion of the contract/concession award decision: 04/03/2021
V.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
V.2.3) Name and address of the contractor/concessionaire, No. 1:
Teleperformance Limited, 02060289
Spectrum Building, Bond Street, Bristol, BS1 3LG, United Kingdom
Internet address: www.teleperformance.com
NUTS Code: UKK11
The contractor/concessionaire is an SME: No
V.2.4) Information on value of the contract/lot/concession:
Total value of the procurement: 50,600,000
Currency: GBP
Section VI: Complementary Information
VI.3) Additional Information:
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=787188983
VI.4) Procedures for review
VI.4.1) Review Body
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062109
Internet address: www.gov.uk/slc
V1.4.2) Body responsible for mediation procedures:
Student Loans Company Limited
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062109
Internet address: www.gov.uk/slc
VI.4.3) Review procedure
Not Provided
VI.4.4) Service from which information about the review procedure may be obtained
Not Provided
VI.5) Date of dispatch of this notice: 07/06/2023
Section VII: Modifications to the contract/concession
VII.1) Description of the procurement after the modifications
VII.1.1) Main CPV code:
79342300 - Customer services.
VII.1.2) Additional CPV code(s)
Not Provided
VII.1.3) Place of performance:
UK UNITED KINGDOM
VII.1.4) Description of the procurement:
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
VII.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession:
Duration in months: 48
Directive 2014/24/EU - In the case of framework agreements, provide justification for any duration exceeding 4 years:
Not Provided .
VII.1.6) Information on value of the contract/lot/concession
Total value of the contract/lot/concession: 50,600,000
Currency: GBP
The contract has been awarded to a group of economic operators: No
VII.1.7) Name and address of the contractor/concessionaire, No. 1:
Teleperformance Limited, 02060289
Spectrum Building, Bond Street, Bristol, BS1 3LG, United Kingdom
NUTS Code: UK
The contractor/concessionaire is an SME: No
VII.2) Information about modifications
VII.2.1) Description of the modifications:
Increase in the overall value of the contract.
VII.2.2) Reasons for modification:
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee (Art. 43(1)(c) of Directive 2014/23/EU, Art. 72(1)(c) of Directive 2014/24/EU, Art. 89(1)(c) of Directive 2014/25/EU)
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
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 £50.6m value approved/advertised (i.e. below £75.3m).
VII.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications and price adaptions and, in
the case of Directive 2014/23/EU, average inflation in the Member State concerned)
Value excluding VAT: 50,600,000
Currency: GBP
Total contract value after the modifications:
Value excluding VAT: 75,000,000
Currency: GBP