HMRC: GB-Salford: HMRC Benefits and Credits, Error and Fraud Adding Capacity 444

UK-Salford: Call centre.

Section I: Contracting Authority
   Title: UK-Salford: Call centre.
   I.1)Name, Addresses and Contact Point(s):
      HM Revenue & Customs
      Commercial Directorate, 5th Floor West, Ralli Quays, 3 Stanley Street, Salford, M60 9LA, United Kingdom
      Tel. +44 3000587791, Email: Laura.papathomas@hmrc.gsi.gov.uk, URL: www.hmrc.gov.uk
      Contact: Please refer to Section VI.3 (Additional Information) which clarifies the procedure regarding access to and submission of tender documentation, Attn: Laura Papathomas

   I.2)Type of the contracting authority:
      Other: Direct & Indirect Taxes

   I.3) Main activity:
      General Public Services

   I.4) Contract award on behalf of other contracting authorities:
      The contracting authority is purchasing on behalf of other contracting authorities: No

Section II: Object Of The Contract
   II.1)Description
      II.1.1)Title attributed to the contract by the contracting authority: GB-Salford: HMRC Benefits and Credits, Error and Fraud Adding Capacity 444      
      II.1.2)Type of contract and location of works:
         SERVICES
         
         Service Category: 27
         Do you agree to the publication of this notice?: Yes          
         Region Codes: UK - UNITED KINGDOM         
      II.1.3)Information about a framework or a dynamic purchasing system:
         Not Provided          
      II.1.4)Short description of the contract or purchase(s):
         Call centre. Administrative services for business operations. Internal office mail and messenger services. Data analysis services. Compulsory social security services. A contract for providing additional capacity and capability to HM Revenue & Customs to correct working tax credit claims that are potentially running with incorrect information.

The successful supplier will be required to contact HMRC's customers and by using HMRC's standard operating procedures, verify the customer's circumstances, either at the point of the renewal of the claim or during the period of the award.

HMRC will allocate information to the Contractor via a secure method of electronic transfer. The Contractor will assess the claim, apply their own analysis and using their own employees contact customers by mail, telephone and text messaging.

The Contractor will be responsible for receiving evidence from customers in a variety of formats, holding that evidence securely and accessing HMRC records to amend an award if required.

The Contractor will be responsible for returning all data on each case securely to HMRC irrespective of any correcting action undertaken. The Contractor must be in a position to operate a flexible approach to resourcing the requirement and the ability to meet all of HMRC's requirements for the security of taxpayer information.

The Contractor is required to make decisions regarding tax credits entitlement. Consequently the Commissioners for HM Revenue & Customs have agreed that once the procurement process has been completed and a successful award made, they will exercise their powers under section 14 of the Commissioners for Revenue and Customs Act 2005 to delegate to the Contractor the specific functions needed to permit this.
      II.1.5)Common procurement vocabulary:
         79512000 - Call centre.
         75112000 - Administrative services for business operations.
         64122000 - Internal office mail and messenger services.
         72316000 - Data analysis services.
         75300000 - Compulsory social security services.
      II.1.6)Information about Government Procurement Agreement (GPA):
         The contract is covered by the Government Procurement Agreement (GPA): Yes
   
   II.2)Total Final Value Of Contract(s)
      II.2.1) Total final value of the contract(s)
         Value: 75,000,000
         Currency: GBP

      
Section IV: Procedure
   IV.1) Type Of Procedure
      IV.1.1)Type of procedure: Open
   IV.2)Award Criteria
      IV.2.1)Award criteria: The most economically advantageous tender in terms of:
               
         Criteria - Weighting
         
         Cost Effectiveness - 40
         Technical Merit - the general requirements - 30
         Quality - 15
         Technical Merit - the security requirements - 10
         Technical Merit - the strategic requirements - 5
         
      IV.2.2)Information about electronic auction:
         An electronic auction will be used:Yes
   
   IV.3)Administrative Information
      IV.3.1)File reference number attributed by the contracting authority: BAK-2013- Error and Fraud Adding Capacity-444         
      IV.3.2)Previous publication(s) concerning the same contract: Yes

         Prior information notice
         Notice number in OJ: 2013/S 202 - 349827 of 17/10/2013         
         
         
         
         

Section V: Award Of Contract
      
   1: Award And Contract Value
      Contract No: 444

      V.1)Date Of Contract Award: 04/03/2014      
      V.2) Information About Offers
         Number Of Offers Received: 6          
         Number Of Offers Received By Electronic Means: 6       
      V.3)Name And Address Of Economic Operator To Whom The Contract Has Been Awarded:
         Official name: Synnex-Concentrix UK Limited
         Postal address: Tower 42, Level 23, 25 Old Broad Street
         Town: London
         Postal code: EC2N 1HQ
         Country: United Kingdom
         Email: Philip.Cassidy@concentrix.com
      V.4)Information On Value Of Contract
         Initial estimated total value of the contract
            Value: 75,000,000
            Currency: GBP

         If annual or monthly value:
            Number of months: 36
      V.5)Information about subcontracting:
         The contract is likely to be subcontracted: Yes
         If yes, value or proportion of the contract likely to be sub-contracted to third parties:
         
         Not known


Section VI: Complementary Information
   VI.1)Information about European Union funds:
      The contract is related to a project and/or programme financed by European Union funds: No
   
   VI.2)Additional Information:
      CONTRACT VALUE: The contract value stated at II.2.1 and V.4 is the upper limit of the anticipated value. The price paid for the services will be based on commission on the losses prevented; which are estimated to be between £55 million to £75 million. The exact commission is confidential commercial information that could prejudice the commercial interests of the successful Supplier and therefore we will not be disclosing it.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=97910033
GO-201465-PRO-5721957 TKR-201465-PRO-5721956   
   VI.3.1)Body responsible for appeal procedures:
      See VI.4.2
      United Kingdom

      Body responsible for mediation procedures:
         See VI.4.2
         United Kingdom
   VI.3.2)Lodging of appeals: HMRC will incorporate a minimum 10 calendar day standstill period at the time the award of the contract is communicated to tenderers. This period allows unsuccessful tenderers to seek further debriefing from the contracting authority before the contract is entered into. Such additional information should be requested from the address at I.1. Where a contract has not been entered into, the Court may order the setting aside of the award decision or order the Authority to amend any document and may award damages. If the contract has been entered into, the Court may only award damages.    
   VI.3.3)Service from which information about the lodging of appeals may be obtained:
      Not Provided
   
   VI.4)Date Of Dispatch Of This Notice: 05/06/2014