Find a TenderAwarded

Published 6 May 2022, 17:37 BST

Official UK procurement notice

Contact Management Centre · UK public procurement notice

Official notice

Authority: The Guinness Partnership (Public body)·Consortium: 2 public authorities

Framework agreement2 lotsGoodsRestricted procedureSME suitable

Sectors: Software Packages & ERP (48)IT Services & Software (72)Business Services & Consultancy (79) Delivery: UK

Framework ceiling (notional)£8,000,000total for 2 lots · framework ceiling, not attributable revenue

Submissions closed 6 Jun 2022awarded 19 Jan 2023

Lots 2see the lot list below

What is being bought2 lots · detail below

Published requirement description

As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software.

This procurement seeks to engage with providers with exemplary experience within the Contact Management Centre arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).

CPV: Building services consultancy services · Business services: law, marketing, consulting, recruitment, printing and security · Contact management software package · Contract administration services · Contract systems analysis and programming services · Project management consultancy services · System and support services

How this framework works

From the published notice

Places: up to 5 suppliers · 5 bids on the busiest of 2 lots (1.0 per place) · 7 appointed (full)

Lots and requirements (2)Procurement structure

2 lots · all with a published value · evaluation weights differ by lot

Lot #1Asset and Property management Transformational Support ServicesAwardedPublished value£2,800,000

Phase 1

For approx. 400 contact centre colleagues
New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications,
digitalising workflows, workforce optimisation and improving both the customer/agent experience,
creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs
Improving Self Service options, optimising the verification processes
innovative ways to handle ‘call overflow’ through careful management and consideration is
Better call quality Management
Optimising inbound / outbound calls with intelligent call routing and a blended workforce
New and improved ways of gathering data for intelligent real-time reporting
Integrations into All Pay depending on decision around renewal in Feb 2023
Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ideally providing a 365 degree view of all omni channels
Dynamic 365 expertise to be provided as part of the project
Seamless connected channels of communication
A singular Managed Service where continuous improvement is shared between both parties

Phase 2

Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn’t include upgrading video conferencing capabilities as these will be looked at as part of a separate project
Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365
Phase 2 doesn’t include integration with Zoho or any other CRM legacy systems

Delivery: UK

Variant bids: not allowed

72245000 Contract systems analysis and programming services 79994000 Contract administration services

Lot #2Asset and Property Management Support ServicesAwardedPublished value£5,200,000

Lot 2 of the framework offers users a route to market for the supply of professional

management and support services for the delivery of their housing maintenance activities,

housing and property maintenance services, including client-side and DLO operations.

This frameworks seeks to offer the benefits of best practice in contract delivery and

collaborative working practices for the Guinness Partnership and other framework users.

The framework is to operate across the UK and will be open to all UK public sector bodies to

access via a Joining Agreement between the Guinness Partnership, the service provider and

Pretium Frameworks Ltd, who the Guinness Partnership has appointed to administer the

framework on its behalf. Full details of the scope and requirements of the framework and the

procurement process, including how to Tender are included within the procurement and

Tender documents.

Delivery: UK

Variant bids: not allowed

71315210 Building services consultancy services 72224000 Project management consultancy services 72250000 System and support services 79000000 Business services: law, marketing, consulting, recruitment, printing and security

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Lots publish different evaluation splits; there is no single procedure weighting.

Lot	Quality	Price	Split
1 · Asset and Property management Transformational Support Services	60%	40%
2 · Asset and Property Management Support Services	70%	30%

Conditions of participation1

Suitability
As set out in the procurement and tender documents

What this means for your bid

Price carries 30–40 points depending on the lot. Read the split per lot below.
“Contact Management Centre” is a framework: the contest is a place on its panel, up to 5 suppliers, not a single contract.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record · publisher note attached

Procedure method: Restricted procedure
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Goods
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Framework agreement
Who may use this agreement: Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: No (one-off requirement)
First published: 6 May 2022, 17:37 BST
Last source update: 8 Mar 2023, 11:15 GMT
Award evaluation window: 6 May 2022 – …
Authority reference: DN612881
FTS notice number: 2023/S 000-006712
Classification (CPV): Building services consultancy servicesBusiness services: law, marketing, consulting, recruitment, printing and securityContact management software packageContract administration servicesContract systems analysis and programming servicesProject management consultancy servicesSystem and support services
Delivery area: UK
Official registry OCID: ocds-h6vhtk-033529 Find a Tender

Review and risk notes

Review procedure: The Contracting Authority will observe a stand still period following the award of the
Framework and conduct itself in respect of any appeals in accordance with the Public
Contracts Regulations 2015 (as amended).

Publisher note: The Contracting Authority reserves the right to cancel the procurement and not to proceed with the Framework at any stage of the procurement process. The Contracting Authority also reserves the right not to award the Framework. Neither the Contracting Authority nor any person on whose behalf of whom this procurement is undertaken is to be liable for any costs incurred by those expressing and interest or Tendering for this Framework.

How it was run

Official notice

Run through: ProContract (Due North) · Who buys & how to bid on ProContract

Supplier login requiredLanguage: EN

Access & registration note: Free · short registration with manual review; public opportunity list

Appointment period ends: 6 Jun 2022, 12:00 BST
Submission channel: {"electronicSubmission"}
Accepted languages: en
Bid validity: 180 days from the deadline
Bids opened: 6 May 2022, 12:00 BST

Detailed submission instructions & authority contactsFrom official release

procontract.due-north.com/Home/ ↗

Timeline

6 May 2022 → 8 Mar 2023 · 3 dates

Bids opened
6 May 2022, 12:00 BST
Admission / appointment period endsperiod end, not a bid countdown
6 Jun 2022, 12:00 BST
Notice published
8 Mar 2023, 11:15 GMT

Notice history

4 events · 3 releases on Find a Tender · since 21 Sept 2022

Status changed to complete
21 Sept 2022, 13:28 BST
Buyer details updated
21 Sept 2022, 13:28 BST
Procurement method changed
8 Mar 2023, 11:15 GMT
Buyer details updated
8 Mar 2023, 11:15 GMT

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Suppliers appointed 7admitted to the panel · see the list ↓

Bids received 54 from SMEs · busiest of 2 lots

Contracts signed 10latest 19 Jan 2023

10 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.

Contracts

All 5 of these contracts carry the same published figure, £5,200,000, the framework's maximum for the whole notice, not each contract's own value. They are not eleven separate sums.

Contract 006712-2023-DN612881-1
Signed
19 Jan 2023
Value
£2,373,432
Status
active
Asset and Property Management Transformational Support Services
Signed
9 Aug 2022
Value
£2,800,000
Status
active
Asset and Property Management Transformational Support Services
Signed
8 Aug 2022
Value
£2,800,000
Status
active
Asset and Property Management Transformational Support Services
Signed
8 Aug 2022
Value
£2,800,000
Status
active
Asset and Property Management Transformational Support Services
Signed
8 Aug 2022
Value
£2,800,000
Status
active
Asset and Property Management Support Services
Signed
8 Aug 2022
Value
ceiling above
Status
active
Asset and Property Management Support Services
Signed
8 Aug 2022
Value
ceiling above
Status
active
Asset and Property Management Support Services
Signed
8 Aug 2022
Value
ceiling above
Status
active
Asset and Property Management Support Services
Signed
8 Aug 2022
Value
ceiling above
Status
active
Asset and Property Management Support Services
Signed
8 Aug 2022
Value
ceiling above
Status
active

Bid statistics published by the authority

Lot	Bids	SME	VCSE	Valid bid range
1 · Asset and Property management Transformational Support Services	5bids · 5 electronic	3	—	—
2 · Asset and Property Management Support Services	5bids · 5 electronic	4	—	—

Contracting authority & participating public bodies

2 public bodies on the notice

The Guinness Partnership Ltd

Contracting authorityPublic bodyBody governed by public lawHousing and community amenities 30 Brock Street, London, UK, NW1 3FGContact name, email, phone

Dispute resolution & review bodies

Cabinet OfficeReview contact point London
High Court of England and WalesReview body London
Public Procurement Review Service, Cabinet Office LondonReview body London
The High Court of England and WalesReview body London

Framework contractors & participating bidders

8 commercial parties on the notice

8x8 UK LimitedFramework contractor Unit 1-2, 8x8 Bell Business Park Smeaton Close, AYLESBURY, UK, HP19 8JR
ARK Consultancy LtdFramework contractor 84 Spencer Street, Birmingham, West Midlands, UK, B18 6DSContact email, phone
Altair Consultancy and Advisory Services LtdFramework contractor Tempus Wharf, 29A Bermondsey Wall, West London, UK, SE16 4SAContact email, phone
Earl Kendrick (London) ltdFramework contractor 28 Marshalsea Road, London, UK, SE1 1HFContact email, phone
LumensolFramework contractor 108 Priory Street, Newport Pagnell, Buckinghamshire, UK, MK16 9BLContact email, phone
Lumensol LtdFramework contractor 108 Priory Street, Newport Pagnall, Buckinghamshire, UK, MK16 9BLContact email, phone
Richard Jackson LtdFramework contractor 847 The Crescent, Colchester Business Park, Colchester, UK, CO4 9YQContact email, phone
Ridge and Partners LLPFramework contractor Partnership House, Moorside Road, Winchester, Hampshire, UK, SO23 7RXContact email, phone

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

Economic and financial selection criteriatenderEconomic and financial selection criteria
Technical selection criteriatenderTechnical selection criteria