Public procurement notice: Contract Notice
Published: 2017-10-14
Buyer: Knowsley Housing Trust
Country: UK
Contract type: Services
Procedure: Open procedure
CPV classification: 48333000 | 48510000 | 64200000 | 64216000 | 72314000: Data collection and collation services
Estimated value: 350000 GBP
Submission deadline: 2017-11-13
Award criteria: The most economic tender

Technical requirements: Knowsley Housing Trust (KHT) is seeking bids from service providers to provide an automated customer contact solution. The system will primarily be used to contact customers across the North West region, but may also be used wherever KHT has an operational requirement across the UK.
— Debt collection outbound dialler module: A system that calls customers and provides the option to connect to a KHT member of staff so rent can be paid, or queries answered by the KHT team.
— Tenant survey contacts module: A system that calls recipients to request the completion of a survey, and compiles responses.
— Appointment setting and confirmation module: A system that calls customers to make and confirm appointments. Any request to rearrange an appointment is connected to a KHT member of staff.
The system will primarily be used to contact customers across the North West region, but may also be used wherever KHT has an operational requirement across the UK.
The successful service provider must provide a single system that delivers all four elements, and will be required to implement, host and maintain the solution on behalf of KHT. The system must fully integrate with the KHT housing management system, Orchard.
All four elements will initially be required to be delivered via an automated voice service. The successful service provider must however have the capability to deliver the outbound broadcast module and appointment setting and confirmation module via SMS, since KHT may require this capability during the contract term.
KHT must have access to extract data from the system 24 hours a day, 365 days a year. The system must be able to contact KHT customers between the hours of 8:00 and 20:00, Monday to Friday.
The total number of outbound calls required to be delivered by the system across all 4 modules is estimated to be between 100 000 and 122 500 per annum. The estimated breakdown of outbound calls across the four modules is a follows:
Please note, during the contract term, the annual number of outbound calls associated with the tenant survey contacts and outbound broadcast modules could increase by approximately 25 % per module. The annual number of outbound calls associated with the debt collection outbound dialler module could increase by approximately 100 %. This is for information only, and KHT do not guarantee that any estimated call volume increases will apply during the contract term.
Estimated annual value is approximately 70 000 GBP ex VAT based upon historical expenditure however this is an estimate only. The estimated number of calls and contract value is for information only, and no guarantees are given, nor are implied as to the value of business that will be placed with the successful service provider.
The outcome of the tender process will be a single contract with a single service provider. The contract will be an initial 3 years, with 1 option to extend by a further 24 months, up to a maximum 5 years total contract term, subject to KHT requirements and the performance of the successful service provider. The anticipated contract commencement date is estimated to be during December 2017.
Full details of the required service can be found within the service specification included within the Supporting Information section of this tender.
The form of contract to be used will be the service providers standard service agreement, subject to any changes mutually agreed between KHT and the successful service provider. In the event that a mutually acceptable agreement cannot be reached between the successful bidder and KHT on final contract terms, KHT reserves the right to regard the service providers bid as non-compliant and withdraw the award offer. In this situation, KHT would award the contract to the next highest scoring bidder.
The contract will be available to the following, such that each of the following will be entitled to purchase services from the successful service provider at the discretion of KHT:

Eligibility requirements: Any supplier may be disqualified who has been convicted of: (a) Conspiracy within the meaning of section 1 or 1A of the Criminal Law Act 1977(a) or article 9 or 9A of the Criminal Attempts and Conspiracy (Northern Ireland) Order 1983(b) where that conspiracy relates to participation in a criminal organisation as defined in Article 2 of Council Framework Decision 2008/841/JHA on the fight against organised crime(c); (b) Corruption within the meaning of section 1(2) of the Public Bodies Corrupt Practices Act 1889(d) or section 1 of the Prevention of Corruption Act 1906(e); (c) The common law offence of bribery; (d) Bribery within the meaning of sections 1, 2 or 6 of the Bribery Act 2010(f), or section 113 of the Representation of the People Act 1983(g); (e) Where the offence relates to fraud affecting the European Communities' financial interests as defined by Article 1 of the Convention on the protection of the financial interests of the European Communities(h):— (i) The common law offence of cheating the Revenue; (ii) The common law offence of conspiracy to defraud; (iii) Fraud or theft within the meaning of the Theft Act 1968(i), the Theft Act (Northern Ireland) 1969(j), the Theft Act 1978(k) or the Theft (Northern Ireland) Order 1978(l); (iv) Fraudulent trading within the meaning of section 458 of the Companies Act 1985(m), article 451 of the Companies (Northern Ireland) Order 1986(n) or section 993 of the Companies Act 2006(o); (v) Fraudulent evasion within the meaning of section 170 of the Customs and Excise Management Act 1979(p) or section 72 of the Value Added Tax Act 1994(q); (vi) An offence in connection with taxation in the European Union within the meaning of section 71 of the Criminal Justice Act 1993(r); (vii) Destroying, defacing or concealing of documents or procuring the execution of a valuable security within the meaning of section 20 of the Theft Act 1968(s) or section 19 of the Theft Act (Northern Ireland) 1969(t); (viii) Fraud within the meaning of section 2, 3 or 4 of the Fraud Act 2006(u); or (ix) The possession of articles for use in frauds within the meaning of section 6 of the Fraud Act 2006, or the making, adapting, supplying or offering to supply articles for use in frauds within the meaning of section 7 of that Act; (f) Any offence listed— (i) In section 41 of the Counter Terrorism Act 2008(a); or (ii) In Schedule 2 to that Act where the court has determined that there is a terrorist connection; (g) Any offence under sections 44 to 46 of the Serious Crime Act 2007(b) which relates to an offence covered by subparagraph (f); (h) Money laundering within the meaning of sections 340(11) and 415 of the Proceeds of Crime Act 2002(c); (i) An offence in connection with the proceeds of criminal conduct within the meaning of section 93A, 93B or 93C of the Criminal Justice Act 1988(d) or article 45, 46 or 47 of the Proceeds of Crime (Northern Ireland) Order 1996(e); (j) An offence under section 4 of the Asylum and Immigration (Treatment of Claimants, etc. Act 2004(f); (k) An offence under section 59A of the Sexual Offences Act 2003(g); (l) An offence under section 71 of the Coroners and Justice Act 2009(h); (m) An offence in connection with the proceeds of drug trafficking within the meaning of section 49, 50 or 51 of the Drug Trafficking Act 1994(i); or (n) Any other offence within the meaning of Article 57(1) of the Public Contracts Directive— (i) As defined by the law of any jurisdiction outside England and Wales and Northern Ireland; or (ii) Created, after the day on which these Regulations were made, in the law of England and Wales or Northern Ireland.

Award value: 350000