Contract notice: Helpdesk and support services Tender, United Kingdom - 34135859

Procurement Summary

Country : United Kingdom

Summary : Contract notice: Helpdesk and support services

Deadline : 29 Jul 2019

Other Information

Notice Type : Tender

TOT Ref.No.: 34135859

Document Ref. No. : 294140-2019

Competition : ICB

Financier : Self Financed

Purchaser Ownership : -

Tender Value : Refer Document

Purchaser's Detail

Purchaser : DEPARTMENT OF BUSINESS, ENERGY AND INDUSTRIAL STRATEGY
Office Name: Department of Business, Energy and Industrial Strategy
Address: 1 Victoria Street
Town: London
Postal Code: SW1H 0ET
Contact Point: Patrick McLaughlin
United Kingdom
Email :majorprojects@uksbs.co.uk
URL :https://www.gov.uk/government/organisations/department-for-business-energy-and-industrial-strategy

Tender Details

Object of the contract
Helpdesk and support services

Description: Contract notice: Helpdesk and support services

Authority Type: Body governed by public law
Contact Nature: Services
Procedure: Restricted procedure
Document: Contract notice
Regulation: European Union, with participation by GPA countries
Award criteria: The most economic tender
CPV code: 72253000, 79342300, 75100000, 79512000, 79400000, 79411000, 79900000, 75130000, 72253000, 79342300, 75100000, 79512000, 79400000, 79411000, 79900000, 75130000
CPV Description: Helpdesk and support services.

Customer services.

Administration services.

Call centre.

Business and management consultancy and related services.

General management consultancy services.

Miscellaneous business and business-related services.

Supporting services for the government.

UKSBS PR18079 Business Support Helpline

Reference Number : UKSBS PR18079

The Contracting Authority is seeking to procure government business support services for primarily Small to Medium sized Enterprises in England, namely:

Main Site : Location is flexible within the United Kingdom.

The Secretary of State for Business, Energy and Industrial Strategy is seeking to procure government business support services for primarily Small to Medium sized Enterprises (SMEs) in England. Namely, A Business Support Helpline; a database (`Knowledge Bank`) of business support schemes and advice in England; emergency response service capability.

The Authority holds a contract covering delivery of the proposed services. It is envisaged that all the existing services will migrate to the new contract.

The business support helpline forms a key part of the government`s offer to SMEs, providing trusted information and sign-posting businesses to relevant sources of support. The aim is to help businesses to start, grow and thrive. It provides a channel for government to communicate with business, for example in the run up to EU exit. It also offers emergency response capacity, enabling government to disseminate information.

The service must be designed with flexibility to accommodate any changes required to reflect changes in policy and business support provision. The service must be able to flex capacity responsively in order to meet peaks in demand.

The service must be available and relevant to all businesses and entrepreneurs in England, including pre-start, start-up and existing businesses.

The service must provide capacity to meet at least 50 000 inbound contacts and at least 10 000 outbound in-depth business support appointments per annum. The Authority will be looking to increase annual contact rates above 2018 rates, including by maximising the provision of Tier 2 calls. 2018 rates were:

(a) c. 31 500 in-bound contacts across all channels:

— c. 25 000 phone calls (average 10 mins including wrap),

— c. 4 000 webchats,

— c. 2 500 emails;

(b) c. 12 000 out-bound calls (up to 55 mins including research, follow-up and wrap).

(c) just under 9 000 Facebook likes and 81 000 Twitter followers with a potential reach of 69 000 people per week.

The service must maintain:

— the Knowledge Bank, currently over 1 667 factsheets and 850 contacts, keeping the information accurate and up-to-date,

— the content of the business support finder tool (and any future iterations) on GOV.UK.

Contract award is anticipated to occur in early December 2019. There will be a 3-month mobilisation period prior to the supplier commencing full service delivery. The services must be fully operational by 31.3.2020. The initial Contract term is 27 months commencing 1.1.2020 (including 3 month mobilisation period). The contract will be subject to a three-month notice period at any time. The estimated total contract value is anticipated to be up to 8 350 000 GBP. The contract value for mobilisation period and the 2-year contract (up to 2 000 000 GBP per annum excluding mobilisation costs) is estimated at 4 350 000 GBP. There will be an option to extend the contract for up to 2 further years to 2024 on an annual basis (up to 2 000 00 GBP per annum). For the avoidance of doubt, the optional contract extension of up to a further 2 years will be subject to additional spend approval. There will also be an option to increase the contract value proportionately in line with demand as set out in the review clause within the contract documents, in the event of significant unanticipated additional demand resulting for example from economic shocks or changes in relationships with our international trading partners. Mobilisation costs incurred between 1.1.2020 and 31.3.2020 will be reimbursed separately and in addition to the annual contract value stated above, up to a limit of 350 000 GBP.

The Authority will look to work with the supplier on developing new business support services and channels. We anticipate that this is likely to focus on digital and knowledge services. Providing that the requirements detailed in the service specification are fully met, the detail of the operations of the services are a matter for the supplier tasked to achieve specific outputs and outcomes.

1) This procurement will be managed electronically via the Crown Commercial Service`s e-Sourcing Suite. To participate in this procurement, participants shall first be registered on the e-Sourcing Suite.

2) If Bidders have not yet registered on the e-Sourcing Suite, this can be done online at https://gpsesourcing.cabinetoffice.gov.uk/emptoris by following the link `Supplier e-Sourcing Registration`. Please note that, to register, Bidders must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so.

Note: Registration may take some time please ensure that you allow a sufficient amount of time to register. Full instructions for registration and use of the system can be found at https://www.gov.uk/government/publications/esourcing-tool-guidance-for-suppliers

3) Once you have registered on the e-Sourcing Suite, a registered user can express an interest for a specific procurement. This is done by emailing ExpressionOfInterest@crowncommercial.gov.uk

Your email must clearly state: the name and reference for the procurement you wish to register for; your organisation`s full name as a registered supplier; the name and contact details for the registered individual sending the email. Crown Commercial Service (CCS) will process the email and then enable the bidder to access the procurement online via the e-Sourcing Suite.

4) The registered user will receive a notification email to alert them once this has been done.

5) As a user of the e-Sourcing Suite you will have access to Emptoris email messaging service which facilitates all messages sent to you and from you in relation to any specific RFX event. Please note it is your responsibility to access these emails on a regular basis to ensure you have sight of all relevant information applicable to this opportunity.

6) For technical assistance on use of the e-Sourcing Suite please contact Crown Commercial Service (CCS) Helpdesk (Not UK SBS Ltd): freephone: 03454102222 and email: eenablement@crowncommercial.gov.uk

7) Training support to respond to a requirement is available to bidders at http://www.uksbs.co.uk/services/procure/Pages/supplier.aspx

The Contracting Authority (CA) will continue to utilise the Official Journal of the European Union (OJEU) for this procurement if the United Kingdom (UK) is able to gain access to the OJEU. If, however during this procurement process the UK exits the EU and this does not allow for any transitional.

Arrangements of access aligned to the timings of the procurement, the Contracting Authority will as directed by the UK Governments Cabinet Office (via Crown Commercial Services) utilise the UK Governments own procurement portal to discharge the balance of its statutory obligations associated with this procurement.


Internet address (URL): https://www.gov.uk/government/organisations/department-for-business-energy-and-industrial-strategy

Documents

 Tender Notice