Migrant Help Contact Centre Solution

{
  "id": "001155-2022",
  "tag": [
    "tender"
  ],
  "date": "2022-01-14T12:15:06Z",
  "ocid": "ocds-h6vhtk-030b1b",
  "buyer": {
    "id": "GB-FTS-40857",
    "name": "Migrant Help"
  },
  "tender": {
    "id": "ocds-h6vhtk-030b1b",
    "lots": [
      {
        "id": "1",
        "value": {
          "amount": 1500000,
          "currency": "GBP"
        },
        "status": "active",
        "renewal": {
          "description": "This contract has the option to be renewed every year, by mutual agreement, for an additional period of 1 year."
        },
        "hasOptions": false,
        "hasRenewal": true,
        "description": "Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution. \nProcurement timeline:\n- Bidders can express interest and complete the SQ from 14th - 28th January 2022.  \n- Evaluation process from 29th January to 3rd February 2022.\n- Bidders who have been selected to move on to the next stage will be invited to submit a tender between 4th - 18th February 2022.\n- Evaluation process runs from 19th - 25th February 2022.\n- Successful bidder informed on 25th February 2022.\n- Contract signature on 11th March 2022.\n- Mobilisation period from 11th March - 31 May 2022.\n- Service commencement date - 1st June 2022.\nAll dates are potentially subject to change.\nThe 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.\nThe solution must:\n•provide the ability to handle and process all inbound calls to the contact centres\n•provide dashboards\n•provide data visualisation capabilities\n•provide detailed reporting and forecasting capabilities\n•have the ability to integrate with external services and applications\nThe solution provider must ensure the solution:\n•is fully supported at all times\n•meets our security, contractual and process requirements. Additional information: To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/C26T4MY3H9",
        "contractPeriod": {
          "durationInDays": 1080
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryLocation": {
          "description": "UNITED KINGDOM"
        },
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ],
        "additionalClassifications": [
          {
            "id": "32524000",
            "scheme": "CPV",
            "description": "Telecommunications system"
          }
        ]
      }
    ],
    "title": "Migrant Help Contact Centre Solution",
    "value": {
      "amount": 1500000,
      "currency": "GBP"
    },
    "status": "active",
    "documents": [
      {
        "id": "economic",
        "documentType": "economicSelectionCriteria"
      },
      {
        "id": "technical",
        "documentType": "technicalSelectionCriteria"
      }
    ],
    "bidOpening": {
      "date": "2022-02-04T17:00:00Z"
    },
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "awardPeriod": {
      "startDate": "2022-02-04T17:00:00Z"
    },
    "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.\nThe contract term will be for a 3 year initial period, with the option to extend for an additional year.",
    "tenderPeriod": {
      "endDate": "2022-01-28T17:00:00Z"
    },
    "contractTerms": {
      "performanceTerms": "Performance requirements will be shared with bidders who successfully complete the SQ.",
      "hasElectronicPayment": true,
      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
    },
    "hasRecurrence": false,
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "submissionTerms": {
      "languages": [
        "en"
      ]
    },
    "submissionMethod": [
      "electronicSubmission",
      "written"
    ],
    "participationFees": [
      {
        "id": "1",
        "type": [
          "document"
        ]
      }
    ],
    "procurementMethod": "open",
    "selectionCriteria": {
      "criteria": [
        {
          "type": "suitability",
          "appliesTo": [
            "supplier"
          ],
          "description": "Bidders should be experienced providers of contact centre solutions and meet the criteria described in the SQ."
        }
      ]
    },
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "https://delta-esourcing.com",
    "procurementMethodDetails": "Open procedure"
  },
  "parties": [
    {
      "id": "GB-FTS-40857",
      "name": "Migrant Help",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "London",
        "postalCode": "EC1V 2NX",
        "countryName": "United Kingdom",
        "streetAddress": "Kemp House, 160 City Road"
      },
      "details": {
        "url": "https://migranthelpuk.org",
        "buyerProfile": "https://www.migranthelpuk.org",
        "classifications": [
          {
            "scheme": "TED_CA_TYPE",
            "description": "Registered charity and company."
          },
          {
            "scheme": "COFOG",
            "description": "Migrant Help is a charity which provides a range of services to support refugees and people seeking asylum in the UK."
          }
        ]
      },
      "identifier": {
        "id": "4172880",
        "legalName": "Migrant Help"
      },
      "contactPoint": {
        "url": "https://delta-esourcing.com",
        "name": "Hazel Ryan",
        "email": "procurement@migranthelpuk.org",
        "telephone": "+44 7483090577"
      }
    },
    {
      "id": "GB-FTS-40858",
      "name": "Migrant Help",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "London",
        "postalCode": "EC1V 2NX",
        "countryName": "United Kingdom",
        "streetAddress": "Kemp House, 160 City Road"
      },
      "details": {
        "url": "http://www.migranthelpuk.org"
      },
      "identifier": {
        "legalName": "Migrant Help"
      },
      "contactPoint": {
        "email": "procurement@migranthelpuk.org"
      }
    }
  ],
  "language": "en",
  "description": "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.\nFor more information about this opportunity, please visit the Delta eSourcing portal at: \nhttps://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./C26T4MY3H9\nTo respond to this opportunity, please click here: \nhttps://www.delta-esourcing.com/respond/C26T4MY3H9\n GO Reference: GO-2022114-PRO-19501080",
  "initiationType": "tender"
}