Official UK procurement notice
Multi Channel Contact Centre and Telephony Prior Information Notice/Request for Information
Authority: Social Security Scotland
What is being bought
Published requirement descriptionSocial Security Scotland requires modern contact centre services to support Scottish citizens who are seeking to interact with Social Security Scotland on benefit related matters. The requirement is for the provision of a cloud-based contact centre platform covering telephony and web chat with the potential for future options in other channels such as email, SMS and social media channels.
CPV: Dedicated-business telephone network services · IP telephone services · Local telephone services · Software package and information systems · Telecommunications services · Telecommunications system · Telephone network equipment
The lotProcurement structure
single lot · value publishedLot #1It is intended that this will be a competitive procedure with negotiation to procure a…PlannedRenewalPublished value£20,000,000
It is intended that this will be a competitive procedure with negotiation to procure a multi channel contact centre and telephony services.
Stages in the procurement are:
- Prior Information Notice issued with Request for Information (See Additional Information section for details of how to respond to the the Request for Information).
- Contract Notice/ Call for Competition
- Invitation to Tender
- Negotiations
- Contract Award Additional information: The estimated maximum value is 20000000 GBP (ex VAT) in this notice and is based on 9 years, if extension periods and options for additional work are used. As there are pricing elements that are based on volume, the contract does enable the Purchaser potentially to spend beyond this value during the contract (note: the estimated maximum value is not guaranteed).
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
At the call for competition stage, relevant selection criteria will be included in the Single Procurement Document (SPD) Scotland module.
Procedure terms & legal framework
From the official record · publisher note attached- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Past planning notice
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 26 Jun 2024, 08:40 BST
- Last source update
- 26 Jun 2024, 08:40 BST
- Authority reference
S/24/059- FTS notice number
2024/S 000-019491- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04729dFind a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
Publisher note: A Request for Information questionnaire is available on Public Contracts Scotland Tender. To access the Request for Information please register with the following website and enter the code "project_26877". https://www.publictendersscotland.publiccontractsscotland.gov.uk/ Please complete the Request for Information questionnaire and respond as detailed in the instructions within the document. This is a market testing exercise which will be used to refine our requirements. Please also register your interest in this notice by following the instructions below. Please note key dates below - Register to attend Supplier Awareness Event 18 July 2024 12:00:00 Midday Supplier Awareness Event 22 July 2024 15:00-17:00 Supplier questions deadline 25 July 2024 12:00:00 Midday Return of Request for Information 29 July 2024 12:00:00 Midday NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=768139. (SC Ref:768139)
How it was run
Official notice- Submission deadline
- —
- Submission channel
- {"electronicSubmission"}
- Participation fee
- document
Timeline
26 Jun 2024 → 8 Oct 2024 · 2 dates- Notice published26 Jun 2024, 08:40 BST
- Tender notice expected8 Oct 2024, 00:00 BST
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Edinburgh Sheriff Court HouseReview body
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria