Official UK procurement notice
Provision of Telephony and Contact Centre Services
Authority: National Association of Citizens Advice Bureaux
What is being bought
Published requirement descriptionThe Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner.
CPV: Telecommunications network · Wireless telecommunications system
The lotProcurement structure
single lot · value publishedLot #1The Contracting Authority has a requirement to replace the current Telephony and…AwardedRenewalPublished value£16,100,000
The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements.
A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages:
Selection Questionnaire (SQ) Stage
Invitation to Participate in Dialogues (ITPD) Stage
Final Submission
Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure.
The key objectives of the service are to provide platforms for advising the public that are:
Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution.
Flexible: we’ll be able to change them to meet the changing needs of our clients and services
Scalable: able to grow with us as an organisation
Reliable: providing the consistency we need to deliver a great service
Accessible: all of our users (staff and clients) will be able to use them
Affordable: they’ll deliver great value for money
Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email. Additional information: To respond to this opportunity please click here
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).
Published award criteria (2)
- Quality: 60
- Price: 40
- Suitability
Please see Tender Documents
- Successive reduction
- Candidates will be reduced successively across stages
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
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
- Competitive dialogue
- 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
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 3 Sept 2021, 16:55 BST
- Last source update
- 12 May 2022, 12:33 BST
- Authority reference
CA0001- FTS notice number
2022/S 000-012378- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02dd23Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
Please see Tender Documents
Publisher note: (MT Ref:226272)
How it was run
Official notice- Submission deadline
- 4 Oct 2021, 12:00 BST
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Bid validity
- 270 days from the deadline
Timeline
4 Oct 2021 → 12 May 2022 · 3 dates- Submission deadline4 Oct 2021, 12:00 BST
- Invitations to tender expected21 Oct 2021, 00:00 BST
- Notice published12 May 2022, 12:33 BST
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete12 May 2022, 12:33 BST
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Accenture UK Limited | £16,335,000 † | — | Awarded |
Contracts
Contract 012378-2022-1 · Accenture UK Limited
- Signed
- 11 May 2022
- Value
- £16,335,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 35bids · 35 electronic · 35 from abroad | 5 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Public Procurement Review ServiceReview body
Bidders & participating suppliers
1 commercial party on the notice- AccentureAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria