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