Newport City Homes Housing Association Limited: NCH Out of Hours Contact Centre Operations

UK-Bristol: Contact management software development services.
Section I: Contracting Authority
      I.1) Name and addresses
             Newport City Homes
             sarah, Central Office Nexus House, Mission Court,, Bristol, NP20 2DW, United Kingdom
             Tel. +44 1633227713, Email: Sarah.kelly@newportcityhomes.com
             Contact: Sarah Kelly
             Main Address: www.newportcityhomes.com
             NUTS Code: UKL21
      I.2) Joint procurement
      The contract involves joint procurement: No.
      In the case of joint procurement involving different countries, state applicable national procurement law: Not provided       
      The contract is awarded by a central purchasing body: No.
      I.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent electronically via https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7 to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      I.4) Type of the contracting authority
            Other type:: Housing Association
      I.5) Main activity
            Housing and community amenities

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: NCH Out of Hours Contact Centre Operations       
      Reference Number: NCH/HOME/2232
      II.1.2) Main CPV Code:
      72212333 - Contact management software development services.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider       
      II.1.5) Estimated total value:
      Value excluding VAT: 500,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      Not Provided       
      II.2.3) Place of performance:
      UKL21 Monmouthshire and Newport
      
      II.2.4) Description of procurement: NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:
a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services
b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)
c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.
d.Support customers with any technical difficulties in accessing services on Mobile App & Website
e.Transfer calls to repair and operational teams where specialist advice or support is required.
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 500,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: Yes       
      Description of renewals: dependent on business requirements at the end of the contract
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      The bidder must have a proven track record of offering similar services to other organisations.

The bidder must be able to provide both operations and technology services

The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery    
      III.1.2) Economic and financial standing          
      Selection criteria as stated in the procurement documents       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability    
      Selection criteria as stated in the procurement documents
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description OPEN
      IV.1.1) Type of procedure: Open   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - NO    
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 24/01/2023 Time: 12:00
            
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
         Duration in month(s): 3
      
      IV.2.7) Conditions for opening of tenders:
         Date: 24/01/2023
         Time: 12:00
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: Yes    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted No       
   Electronic payment will be used No       
   VI.3) Additional Information: For more information about this opportunity, please visit the Delta eSourcing portal at:
https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7

To respond to this opportunity, please click here:
https://nch.delta-esourcing.com/respond/7ZF38UQTZ7
   VI.4) Procedures for review
   VI.4.1) Review body:
             Newport City Homes Housing Association Limited
       Newport City Homes,, Central Office Nexus House, Mission Court,, Newport, NP20 2DW, United Kingdom
       Tel. +44 1633227713
   VI.4.2) Body responsible for mediation procedures:
             Newport City Homes
          Newport City Homes,, Central Office Nexus House, Mission Court,, Newport, NP20 2DW, United Kingdom
          Tel. +44 1633227713
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
          Newport City Homes
       Newport City Homes,, Central Office Nexus House, Mission Court,, Newport, NP20 2DW, United Kingdom
       Tel. +44 1633227713
   VI.5) Date Of Dispatch Of This Notice: 21/12/2022

Annex A