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Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide ...

Contract award notice

Results of the procurement procedure

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Devon County Council
County Hall, Topsham Road
Exeter
EX2 4QD
United Kingdom
Contact person: Mrs Tracey White
Telephone: +44 1392383000
E-mail:
NUTS code: UKK

Internet address(es):

Main address: http://www.devon.gov.uk

Address of the buyer profile: http://www.devon.gov.uk

I.2)Joint procurement
I.4)Type of the contracting authority
Regional or local authority
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

CP1436-17A Call Centre Services.

Reference number: DN261747
II.1.2)Main CPV code
79512000
II.1.3)Type of contract
Services
II.1.4)Short description:

Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve. The solution should also provide Voice-mail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name.

II.1.6)Information about lots
This contract is divided into lots: no
II.1.7)Total value of the procurement (excluding VAT)
Lowest offer: 800 000.00 GBP / Highest offer: 10 000 000.00 GBP taken into consideration
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
NUTS code: UKK
Main site or place of performance:

Devon County Council locations within the County of Devon.

II.2.4)Description of the procurement:

Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network. The network hosts about 7 000 extensions, spread across approx 40 sites. Most extensions have an associated DDI number for incoming calls. DCC flexible method of working uses a speech recognition directory to send calls to the users' nominated device, i.e. desk extension, mobile, home line, provided by a dual node Netcall Liberty platform. This platform also provides our voice-mail service and some IVR and auto attendant services for some of the smaller contact routes into the authority. DCC also operates a 60 seat contact centre, (Tiverton). This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).

II.2.5)Award criteria
Quality criterion - Name: Quality / Weighting: 50
Price - Weighting: 50
II.2.11)Information about options
Options: yes
Description of options:

The contract will be for an initial term of (3) three years with an option to extend the Contract for any period up to a further (7) seven years (2 + 2 + 2 +1) at the sole discretion of Devon County Council. Any values quoted will be based on a 10-year contract.

II.2.13)Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.6)Information about electronic auction
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure
Notice number in the OJ S: 2017/S 083-160926
IV.2.8)Information about termination of dynamic purchasing system
IV.2.9)Information about termination of call for competition in the form of a prior information notice

Section V: Award of contract

Contract No: CP1436-17 Call Centre Services
Title:

CP1436-17A Call Centre Services

A contract/lot is awarded: yes
V.2)Award of contract
V.2.1)Date of conclusion of the contract:
08/08/2017
V.2.2)Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: no
V.2.3)Name and address of the contractor
Netcall Telecom Ltd
2831215
111 Marlowes
Hemel Hempstead
HP1 1BB
United Kingdom
NUTS code: UKK
The contractor is an SME: yes
V.2.4)Information on value of the contract/lot (excluding VAT)
Lowest offer: 800 000.00 GBP / Highest offer: 1 000 000.00 GBP taken into consideration
V.2.5)Information about subcontracting

Section VI: Complementary information

VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Devon County Council, Devon Procurement Services
County Hall, Topsham Road
Exeter
EX2 4QD
United Kingdom
Telephone: +44 1392383000

Internet address:www.devon.gov.uk

VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice:
10/08/2017