Public procurement notice: Contract Notice
Published: 2017-06-09
Buyer: The British Broadcasting Corporation (BBC)
Country: UK
Region: UNITED KINGDOM
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 22459000 | 72513000: Office automation services | 79342300 | 79512000
Estimated value: 35000000 GBP
Submission deadline: 2017-07-10
Award criteria: The most economic tender

Technical requirements: BBC Audience Services is the ‘front door’ for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media).
Marketing Communications and Audiences throughout the UK (including Northern Ireland, the Channel Islands and the Isle of Man).
BBC Audience Services is the ‘front door’ for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media). As a high profile organisation under a great deal of constant scrutiny from both the public, the government and other media organisations, our contact centre must be both editorially sound on complaints, and approachable and human on all services. The Audience are at the Heart of Everything we do — that is one of the 6 BBC values — and this service is crucial to delivering on that promise.
We request that all applicants are aware that the estimated value for this procurement is 30 000 000 GBP - 35 000 000 GBP.
The BBC will evaluate the information provided by Applicants in response to the Pre-Qualification Questionnaire (PQQ) to determine the number of candidates. Objective criteria are set out in the PQQ document.
In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.


Award value: 35000000