Contact Centres and Business Services

Concepts

• administration services
• contact centres and business services
• crown commercial service
• business services
• liverpool
• commercial service
• contact centres
• contact centre services
• operational business process services
• provision of contact centres

Location

United Kingdom:

Description

Crown Commercial Service (CCS) intends to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies. The framework will have 2 lots: Lot 1 Contact Centres – for the provision of contact centres servicing citizen and industry engagement with the public sector. Lot 2 Business Services – for the provision of financial accounting, HR, payroll, and source-to-pay business services.

Lot Division

Award Criteria

CPV Codes

• 75100000 - Administration services
• 75130000 - Supporting services for the government
• 79340000 - Advertising and marketing services
• 79341000 - Advertising services
• 79341100 - Advertising consultancy services
• 79341400 - Advertising campaign services
• 79342000 - Marketing services
• 79342100 - Direct marketing services
• 79342200 - Promotional services
• 79342300 - Customer services
• 79342310 - Customer survey services
• 79342311 - Customer satisfaction survey
• 79342320 - Customer-care services
• 79510000 - Telephone-answering services
• 79511000 - Telephone operator services
• 79512000 - Call centre
• 79530000 - Translation services
• 79540000 - Interpretation services
• 79550000 - Typing, word-processing and desktop publishing services
• 79570000 - Mailing-list compilation and mailing services
• 79600000 - Recruitment services
• 79610000 - Placement services of personnel
• 79994000 - Contract administration services
• 79996100 - Records management
• 48400000 - Business transaction and personal business software package
• 48450000 - Time accounting or human resources software package
• 48451000 - Enterprise resource planning software package
• 48480000 - Sales, marketing and business intelligence software package
• 75112000 - Administrative services for business operations
• 75131100 - General personnel services for the government
• 79200000 - Accounting, auditing and fiscal services
• 79210000 - Accounting and auditing services
• 79211000 - Accounting services
• 79211100 - Bookkeeping services
• 79211110 - Payroll management services
• 79211120 - Sales and purchases recording services
• 79211200 - Compilation of financial statements services
• 79212500 - Accounting review services
• 79400000 - Business and management consultancy and related services
• 79414000 - Human resources management consultancy services
• 79418000 - Procurement consultancy services
• 79500000 - Office-support services
• 79520000 - Reprographic services
• 79560000 - Filing services
• 79630000 - Personnel services except placement and supply services
• 79631000 - Personnel and payroll services
• 79635000 - Assessment centre services for recruitment
• 79990000 - Miscellaneous business-related services
• 79995000 - Library management services
• 79996000 - Business organisation services
• 79997000 - Business travel services
• 79999000 - Scanning and invoicing services
• 79999100 - Scanning services
• 79999200 - Invoicing services

Indicators

• This is a one-off contract (no recurrence)
• Renewals are not available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** As part of this contract notice the following documents can be accessed at: https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd7... 1) Contract notice transparency information for the agreement; 2) Contract notice authorised customer list; 3) Rights reserved for CCS framework. The value at II.1.5 is an estimate. We cannot guarantee suppliers any business under the framework. In each lot, we reserve the right to award to any bidder whose final score is within 1 % of the last awarded position for the applicable lot. CCS will assess bidders' Financial Liability in line with the requirements of the Outsourcing PlaybookV2.0 Minimum standards of reliability: CCS may also assess whether the selection criteria (in respect of III.1.3 Technical and professional ability), as set out in the ITT documents, is met on request from a buyer prior to the proposed conclusion of a call-off contract with a value in excess of 20 000 000 GBP. On 2.4.2014 Government introduced its Government Security Classifications (GSC) scheme which replaced Government Protective Marking Scheme (GPMS). A key aspect is the reduction in the number of security classifications used. All bidders should make themselves aware of the changes as it may impact this requirement. This link provides information on the GSC at: https://www.gov.uk/government/publications/government-security-classifications Cyber Essentials is a mandatory requirement for Central Government contracts which involve handling personal information or provide certain ICT products/services. Government is taking steps to reduce the levels of cyber security risk in its supply chain through the Cyber Essentials scheme. The scheme defines a set of controls which, when implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet. To participate in this procurement, bidders must be able to demonstrate they comply with the technical requirements prescribed by Cyber Essentials Plus for services under and in connection with this framework. PLEASE NOTE: All certificates issued prior to 1 April 2020 or before 30 June 2020 on the existing scheme are valid until 30 June 2021. This includes those issued by Accreditation Bodies other than IASME. On 30 June 2021, any certificate issued under the old scheme will expire. Refer to https://www.ncsc.gov.uk/information/cyber-essentials-faqs for more information. Some purchases under this framework may have requirements that can be met under this framework but the purchase of which may be exempt from the Procurement Regulations (as defined in Attachment 1 – About the framework within the ITT documentation). In such cases, call-offs from this framework will be unregulated purchases for the purposes of the Procurement Regulations, and the buyers may, at their discretion, modify the terms of the framework and any call-off contracts to reflect that buyer’s specific needs. PLEASE NOTE that the ITT in the eSourcing suite will open and the ITT documents will be available from 4pm on Tuesday 6th April 2021. Registering for access: This procurement will be managed electronically via the eSourcing suite. This will be the route for sharing all information and communicating with bidders. If you have recently registered on the eSourcing suite for another CCS procurement you can use the same account for this new procurement. If not, you will first need to register your organisation on the portal. Use the following link for information on how register and use the eSourcing tool: https://www.gov.uk/government/publications/esourcing-tool-guidance-for-suppliers For assistance please contact the eSourcing Help desk Email - eenablement@crowncommercial.gov.uk Phone - 0345 410 2222 choose option 2