The Student Loans Company Limited: UK-Glasgow: Customer services.

UK-Glasgow: Customer services.

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