Official UK procurement notice
Migrant Help Contact Centre Solution
Authority: Migrant Help
What is being bought
Published requirement descriptionMigrant 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.
CPV: Call centre · Telecommunications system
The lotProcurement structure
single lot · value publishedLot #1Migrant Help is tendering for a new provider to deliver our 24 hour contact centre…RenewalPublished value£1,500,000
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. Additional information: To respond to this opportunity please click here: www.delta-esourcing.com/respond/C26T4MY3H9 ↗
What it takes to wini
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 morei
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).
- Suitability
Bidders should be experienced providers of contact centre solutions and meet the criteria described in the SQ.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 14 Jan 2022, 12:15 GMT
- Last source update
- 14 Jan 2022, 12:15 GMT
- Award evaluation window
- 4 Feb 2022 – …
- FTS notice number
2022/S 000-001155- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-030b1bFind a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
Performance requirements will be shared with bidders who successfully complete the SQ.
Publisher note: 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 GO Reference: GO-2022114-PRO-19501080
How it was run
Official notice- Submission deadline
- 28 Jan 2022, 17:00 GMT
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
- Participation fee
- document
- Bids opened
- 4 Feb 2022, 17:00 GMT
Timeline
14 Jan 2022 → 4 Feb 2022 · 3 dates- Notice published14 Jan 2022, 12:15 GMT
- Submission deadline28 Jan 2022, 17:00 GMT
- Bids opened4 Feb 2022, 17:00 GMT
Contracting authority & participating public bodies
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria