Hysbysiad contract
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
Department for Work and Pensions
Caxton House
London
SW1H 9DA
UK
E-bost: ccmp.commercial@dwp.gov.uk
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: https://www.gov.uk/government/organisations/department-for-work-pensions
I.3) Cyfathrebu
Mae'r dogfennau caffael ar gael ar gyfer mynediad uniongyrchol anghyfyngedig a llawn, yn rhad ac am ddim ar:
https://dwp.bravosolution.co.uk/
Gellir cael gwybodaeth ychwanegol o'r cyfeiriad uchod
Rhaid anfon tendrau neu geisiadau i gymryd rhan yn electronig at:
https://dwp.bravosolution.co.uk/
Rhaid anfon tendrau neu geisiadau i gymryd rhan i'r cyfeiriad uchod:
I.4) Y math o awdurdod contractio
Gweinyddiaeth neu unrhyw awdurdod cenedlaethol neu ffederal arall, gan gynnwys eu his-adrannau rhanbarthol neu leol
I.5) Prif weithgaredd
Gwasanaethau cyhoeddus cyffredinol
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
DWP Digital Channels Contact Centre (DC3)
Cyfeirnod: project_23210
II.1.2) Prif god CPV
79512000
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 36,000 advisors (c.13,500 concurrent) in circa 200 locations. The current contact centre platform is delivered on behalf of DWP by a managed service provider.
The Contact Centre Modernisation Programme (CCMP) is directly aligned to the DWP
Strategy and Departmental plans to transform our services and deliver an effective welfare system for Citizens when they need it, while reducing costs and achieving value for money for taxpayers. The CCMP strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider.
All dates and values stated remain approximate.
The Estimated Total Value stated is based on an anticipated TCV for a full 7-year term, which includes both the Initial Term (5 years) and optional extension years (anticipated to be two further years, structured as +1+1).
II.1.5) Cyfanswm gwerth amcangyfrifedig
Gwerth heb gynnwys TAW: 159 200 000.00 GBP
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.2) Disgrifiad
II.2.2) Cod(au) CPV ychwanegol
48000000
64200000
72000000
II.2.3) Man cyflawni
Cod NUTS:
UK
II.2.4) Disgrifiad o’r caffaeliad
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (IVR), advisor skills based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies.
The contract will be based on the Model Services Contract (“MSC”) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (“GLD”), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and Procurement Policy Notes (“PPN”). The MSC will be further amended in line with the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of this requirement.
II.2.5) Meini prawf dyfarnu
Maen prawf isod:
Maes prawf ansawdd: Solution
/ Pwysoliad: 20%
Maes prawf ansawdd: Implementation
/ Pwysoliad: 15%
Maes prawf ansawdd: Service
/ Pwysoliad: 15%
Maes prawf ansawdd: Security
/ Pwysoliad: 5%
Maes prawf ansawdd: Social Value
/ Pwysoliad: 10%
Price
/ Pwysoliad:
35%
II.2.6) Gwerth amcangyfrifedig
Gwerth heb gynnwys TAW: 159 200 000.00 GBP
II.2.7) Hyd y contract, y cytundeb fframwaith neu’r system brynu ddynamig
Hyd mewn misoedd: 60
Gall y contract hwn gael ei adnewyddu: Ydy
Disgrifiad o’r adnewyddiadau:
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).
II.2.9) Gwybodaeth am y cyfyngiadau ar nifer yr ymgeiswyr a gaiff eu gwahodd
Meini prawf gwrthrychol ar gyfer dewis y nifer cyfyngedig o ymgeiswyr:
The precise selection criteria for shortlisting Tenderers are specified within the procurement documentation.
II.2.10) Gwybodaeth am amrywiadau
Derbynnir amrywiadau:
Na
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Ydy
Disgrifiad o’r opsiynau:
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
II.2.14) Gwybodaeth ychwanegol
The Authority reserves the right to change any or all of the dates in the procurement timetable as necessary and will communicate such changes to the Tenderers as soon as practicable.
Section III: Gwybodaeth gyfreithiol, economaidd, ariannol a thechnegol
III.1) Amodau ar gyfer cymryd rhan
III.1.1) Addasrwydd i ymgymryd â’r gweithgaredd proffesiynol, gan gynnwys gofynion mewn perthynas â chofrestru ar gofrestri proffesiynol neu gofrestri masnach
Rhestr a disgrifiad byr o’r amodau:
In accordance with Regulations 57, 58 and 60 of the Public Contracts Regulations 2015, tenderers will be assessed in accordance with the Public Contract Regulations 2015, on the basis of information provided in response to the Selection Questionnaire.
The procurement documentation can be found at the following link under Ref pqq_28913:
https://dwp.bravosolution.co.uk/web/login.shtml
III.1.2) Statws economaidd ac ariannol
Meini prawf dethol fel y’u nodir yn y dogfennau caffael
III.1.3) Gallu technegol a phroffesiynol
Meini prawf dethol fel y’u nodir yn y dogfennau caffael
III.2) Amodau sy’n gysylltiedig â’r contract
III.2.2) Amodau perfformiad contractau
The procurement documentation can be found at the following link under Ref pqq_28913:
https://dwp.bravosolution.co.uk/web/login.shtml
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn gystadleuol gyda negodi
IV.1.4) Gwybodaeth am leihau nifer yr atebion neu’r tendrwyr yn ystod negodiad neu ddeialog
Troi at weithdrefn fesul cam er mwyn mynd ati’n raddol i leihau nifer yr atebion i’w trafod neu’r tendrau i’w negodi
IV.1.5) Gwybodaeth am negodi
Ceidw’r awdurdod contractio yr hawl i ddyfarnu’r contract ar sail y tendrau gwreiddiol heb gynnal negodiadau
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Ydy
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2023/S 000-019801
IV.2.2) Terfyn amser i dendrau neu geisiadau i gymryd rhan ddod i law
Dyddiad:
25/09/2023
Amser lleol: 13:00
IV.2.3) Dyddiad amcangyfrifedig ar gyfer anfon gwahoddiadau i dendro neu i gymryd rhan at yr ymgeiswyr a ddewiswyd
Dyddiad:
31/10/2023
IV.2.4) Ym mha iaith/ieithoedd y gellir cyflwyno tendrau neu geisiadau i gymryd rhan
EN
IV.2.6) Yr isafswm cyfnod gofynnol i’r sawl sy’n tendro gynnal y tendr
Hyd mewn misoedd: 6 (o’r dyddiad a nodwyd i dendr ddod i law)
Section VI: Gwybodaeth ategol
VI.1) Gwybodaeth am ailddigwydd
Caffaeliad cylchol yw hwn:
Na
VI.3) Gwybodaeth ychwanegol
Suppliers Instructions:
How to Express Interest in this Tender:
1. Register on the eSourcing portal (this is only required once):
https://dwp.bravosolution.co.uk & click the link to register - Accept the terms & conditions & click 'continue' - Enter your correct business & user details - Note your chosen username & click 'Save'. You will receive an email with your password (keep this secure)
2. Express an Interest in the tender - Login to the portal with the username/password - Click the 'PQQs / ITTs Open To All Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) - Click on the relevant exercise to access the content. - Click the 'Express Interest' button at the top of the page. - This will move the PQQ /ITT into your 'My PQQs/ My ITTs' page. (A secure area reserved for your projects only) -You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ ITT Details' box
3. Responding to the tender - Click 'My Response' under 'PQQ/ ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining) - You can now use the 'Messages' function to communicate with the buyer and seek any clarification - Note the deadline for completion. Follow the onscreen instructions to complete the PQQ/ ITT - There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the 'Submit Response' button (top of the page).
For further assistance please consult the online help, or the eTendering help desk.
DWP expressly reserves the rights(i)to cancel this procurement at any stage; (ii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iii)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.
VI.4) Gweithdrefnau adolygu
VI.5) Dyddiad anfon yr hysbysiad hwn
10/08/2023