Migrant Help : Migrant Help Contact Centre Solution

UK-London: Call centre.
Section I: Contracting Authority
      I.1) Name and addresses
             Migrant Help, 4172880
             Kemp House, 160 City Road, London, EC1V 2NX, United Kingdom
             Tel. +44 7483090577, Email: procurement@migranthelpuk.org
             Contact: Hazel Ryan
             Main Address: https://migranthelpuk.org, Address of the buyer profile: https://www.migranthelpuk.org
             NUTS Code: UK
      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
      Access to the procurement documents is restricted. Further information can be obtained at: https://delta-esourcing.com
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent electronically via https://delta-esourcing.com 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
            Other type:: Registered charity and company.
      I.5) Main activity
            Other activity:

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Migrant Help Contact Centre Solution       
      Reference Number: Not provided
      II.1.2) Main CPV Code:
      79512000 - Call centre.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution for the UK government' commissioned Advice, Issue Reporting and Eligibility (AIRE) Service, which supports people seeking asylum in the UK. The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports.

The contract term will be for a 3 year initial period, with the option to extend for an additional year.       
      II.1.5) Estimated total value:
      Value excluding VAT: 1,500,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      32524000 - Telecommunications system.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution.

Procurement timeline:
- Bidders can express interest and complete the SQ from 14th - 28th January 2022.
- Evaluation process from 29th January to 3rd February 2022.
- Bidders who have been selected to move on to the next stage will be invited to submit a tender between 4th - 18th February 2022.
- Evaluation process runs from 19th - 25th February 2022.
- Successful bidder informed on 25th February 2022.
- Contract signature on 11th March 2022.
- Mobilisation period from 11th March - 31 May 2022.
- Service commencement date - 1st June 2022.

All dates are potentially subject to change.

The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports.

The solution must:
•provide the ability to handle and process all inbound calls to the contact centres
•provide dashboards
•provide data visualisation capabilities
•provide detailed reporting and forecasting capabilities
•have the ability to integrate with external services and applications

The solution provider must ensure the solution:
•is fully supported at all times
•meets our security, contractual and process requirements.
      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: 1,500,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 36       
      This contract is subject to renewal: Yes       
      Description of renewals: This contract has the option to be renewed every year, by mutual agreement, for an additional period of 1 year.
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      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: To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/C26T4MY3H9       


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:          
      Bidders should be experienced providers of contact centre solutions and meet the criteria described in the SQ.    
      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       
      Performance requirements will be shared with bidders who successfully complete the SQ.          
      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 OPEN
      IV.1.1) Type of procedure: Open   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - 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: 28/01/2022 Time: 17:00
            
      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      
      IV.2.7) Conditions for opening of tenders:
         Date: 04/02/2022
         Time: 17:00
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used Yes       
   Electronic invoicing will be accepted Yes       
   Electronic payment will be used Yes       
   VI.3) Additional Information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./C26T4MY3H9

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/C26T4MY3H9
   VI.4) Procedures for review
   VI.4.1) Review body:
             Migrant Help
       Kemp House, 160 City Road, London, EC1V 2NX, United Kingdom
       Email: procurement@migranthelpuk.org
       Internet address: www.migranthelpuk.org
   VI.4.2) Body responsible for mediation procedures:
Not provided
   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:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 14/01/2022

Annex A