ForHousing: Contact Centre System

UK-Eccles: Telephone operator services.
Section I: Contracting Authority
      I.1) Name and addresses
             ForHousing Limited
             52 Regent Street, Eccles, M30 0BP, United Kingdom
             Tel. +44 1616057606, Email: procurement@forhousing.co.uk
             Contact: The Procurement Team
             Main Address: https://www.forhousing.co.uk, Address of the buyer profile: https://www.forhousing.co.uk
             NUTS Code: UKD3
      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: https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent 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
            Body governed by public law
      I.5) Main activity
            Housing and community amenities

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Contact Centre System       
      Reference Number: ContactCentre/Dec22/HC
      II.1.2) Main CPV Code:
      79511000 - Telephone operator services.
      JA02-4 - For computer software

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.

ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.

The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.

It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.       
      II.1.5) Estimated total value:
      Value excluding VAT: 220,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      79511000 - Telephone operator services.
      JA02-4 - For computer software
      
      II.2.3) Place of performance:
      UKD3 Greater Manchester
      
      II.2.4) Description of procurement: ForHousing has an in-house service centre that provide services to our tenants and others needing to contact the organisation. The Service Centre Team currently has 36 Service Centre Advisors, 4 Team Leaders and 2 Operational Support staff, with current operating hours from 8.00-6.30 Monday to Friday. At peak times all users consecutively use the system.
ForHousing’s current contact centre solution includes several systems and service providers. We are looking to procure and implement a new fully integrated, modern, cloud-based Contact Centre as a Service (CCAAS) system with associated license and support agreement.

ForHousing are seeking a supplier who can deliver and configure a CCAAS system based on our documented process designs and system requirements.

The system and associated support agreement should be implemented no later than 31st May 2023, so bidders must factor that in when considering whether to bid.
ForHousing intends to award a contract to the supplier whose bid scored the highest following the evaluation of bids in accordance with section 6 of this ITT.

It is envisaged that the ForHousing Contact Centre as a Service System Contract will last for a period of 3 years, with an option to extend for a further 1 year, subject to the rights of termination contained in the Contract.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Qualitative Questions / Weighting: 50
            Quality criterion - Name: Demonstration / Interview / Weighting: 30
                        
            Cost criterion - Name: Pricing / Weighting: 20
                              
      II.2.6) Estimated value:
      Value excluding VAT: 220,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: No       
      Description of renewals: Not provided
      
      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: The Authority reserves the right to cancel the procurement at any time and not to proceed with all or part of the tender.
The Authority will not, under any circumstances, reimburse any expense incurred by Applicants in preparing their selection questionnaire or tender submissions.       


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:          
      As set out in the tender documentation    
      III.1.2) Economic and financial standing       
      List and brief description of selection criteria:
      As set out in the tender documentation    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability
      List and brief description of selection criteria:       
      As set out in the tender documentation    
      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       
      As set out in the tender documentation          
      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: Yes       
   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: 16/01/2023 Time: 12:00
            
      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: 16/01/2023
         Time: 12:01
         Place:
         Eccles, Salford
      

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 No       
   Electronic invoicing will be accepted No       
   Electronic payment will be used No       
   VI.3) Additional Information: In accordance with the requirements of the Public Contracts Regulations 2015, the tender documents are being made available to Applicants via the Delta portal from the date of issue of this Notice.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Eccles:-Telephone-operator-services./TF443S634W

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/TF443S634W
   VI.4) Procedures for review
   VI.4.1) Review body:
             Royal Courts of Justice in the Strand
       London, United Kingdom
   VI.4.2) Body responsible for mediation procedures:
             Royal Courts of Justice in the Strand
          London, United Kingdom
   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:
          Royal Courts of Justice in the Strand
       London, United Kingdom
   VI.5) Date Of Dispatch Of This Notice: 12/12/2022

Annex A