Virtual Operator.
Contract notice
Services
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Cardiff and Vale University Local Health
Procurement Department, Cardiff and Vale University Local Health Board, University Hospital of Wales, Heath Park
For the attention of: Nadine Stokes
CF14 4XW Cardiff
UNITED KINGDOM
Telephone: +44 2920745209
E-mail:
Fax: +44 2920746271
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
Body governed by public law
I.3)Main activity
Health
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no
Section II: Object of the contract
II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Virtual Operator.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: South Wales.
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: South Wales.
NUTS code UKL22
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)
Virtual Operator, Appointment Reminder & Major Incident Alerter.
Cardiff & Vale University Health Board (UHB) has a single Operator Suite handling approx 1.5M calls annually associated with 6 hospitals (including 2 major teaching hospitals) with a total bed compliment in excess of 1 700.
The UHB seeks to purchase a Virtual Operator application to support its Operator staff in progressively handling the majority of its 600 000 internal switchboard calls, with the subsequent prospect of including a majority of the remaining 900 000 external calls.
The application will require high quality voice recognition and auto-attendant functionality appropriate to medical facilities, services and departments.
In addition the UHB may wish to purchase one, two or neither of the following options:
Option 1 - Appointment Reminder Service.
An application with the ability to automatically provide a minimum of 600 000 outpatient appointment reminders annually. Appointment reminders must be able to be made via automated calls, SMS or calls from the Health Boards contact centre.
Option 2 - Major Incident/Other Alerting System.
An application with the ability to automatically generate calls to a pre-defined list of recipients through the mediums of SMS, mobile and land line numbers with pre defined choice of messages and (pre-recorded) Voice Messages.
Community Benefits doesn't apply to this contract.
Cardiff & Vale University Health Board (UHB) has a single Operator Suite handling approx 1.5M calls annually associated with 6 hospitals (including 2 major teaching hospitals) with a total bed compliment in excess of 1 700.
The UHB seeks to purchase a Virtual Operator application to support its Operator staff in progressively handling the majority of its 600 000 internal switchboard calls, with the subsequent prospect of including a majority of the remaining 900 000 external calls.
The application will require high quality voice recognition and auto-attendant functionality appropriate to medical facilities, services and departments.
In addition the UHB may wish to purchase one, two or neither of the following options:
Option 1 - Appointment Reminder Service.
An application with the ability to automatically provide a minimum of 600 000 outpatient appointment reminders annually. Appointment reminders must be able to be made via automated calls, SMS or calls from the Health Boards contact centre.
Option 2 - Major Incident/Other Alerting System.
An application with the ability to automatically generate calls to a pre-defined list of recipients through the mediums of SMS, mobile and land line numbers with pre defined choice of messages and (pre-recorded) Voice Messages.
Community Benefits doesn't apply to this contract.
II.1.6)Common procurement vocabulary (CPV)
32524000, 64200000
II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots
This contract is divided into lots: yes
Tenders may be submitted for one or more lots
Tenders may be submitted for one or more lots
II.1.9)Information about variants
Variants will be accepted: yes
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
II.2.2)Information about options
Options: no
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion
Duration in months: 36 months plus 12 months plus 12 months (from the award of the contract)
Section III: Legal, economic, financial and technical information
III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
As set out in the invitation to tender (ITT) documents.
The Contracting Authority reserves the right to request a parent company guarantee and/or other guarantees of financial stability.
The Contracting Authority reserves the right to request a parent company guarantee and/or other guarantees of financial stability.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As set out in the contract documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
None specified, save that in the case of a partnership or consortium or other group of more than one legal entity bidding together, the contract will be with either (1) all bidders on the basis of joint and several liability, or (2) with one or more of the parties acting as ''''''''''''''''''''''''''''''''prime contractor'''''''''''''''''''''''''''''''' (and where more than one, on a joint and several liability basis). Where the contract is with a special purpose company with separate legal personality established for the project, the contracting authority will require sufficient guarantees to be given by participants in that company or their parents.
III.1.4)Other particular conditions
The performance of the contract is subject to particular conditions: yes
Description of particular conditions: As set out in the contract documents.
Description of particular conditions: As set out in the contract documents.
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
Information and formalities necessary for evaluating if the requirements are met: Any economic operator may be excluded from participation in a contract if it:
Information and formalities necessary for evaluating if requirement are met:
The Pre Qualification Questionnaire (PQQ), which is available on registering on xchangewales, will provide the details.
Any economic operator may be excluded from participation if it fulfils any criteria listed in Regulation 23 of the Public Contracts Regulations 2006.
Information and formalities necessary for evaluating if requirement are met:
The Pre Qualification Questionnaire (PQQ), which is available on registering on xchangewales, will provide the details.
Any economic operator may be excluded from participation if it fulfils any criteria listed in Regulation 23 of the Public Contracts Regulations 2006.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: As set out in the Pre Qualification Questionaire (PQQ).
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
As set out in the Pre Qualification Questionaire (PQQ).
As set out in the Pre Qualification Questionaire (PQQ).
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service
Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no
Section IV: Procedure
IV.1)Type of procedure
IV.1.1)Type of procedure
Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged number of operators: 5
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
11/1689/EC
IV.3.2)Previous publication(s) concerning the same contract
no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
28.12.2011
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening tenders
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
A PQQ must be completed and returned with the request to participate.
To obtain a PQQ please see section "Suppliers Instructions How to Express Interest in this Tender "below.
The Contracting Authority will not accept requests for PQQ’s after the deadline for submission.
The Contracting Authority is seeking to establish an initial 3 year contract with an option to extend, at the Authority''''s sole discretion, for up to 2 additional 12 month periods (3+1+1).
All tender costs and liabilities incurred by bidders shall be the sole responsibility of bidders.
The Contracting Authority reserves the right to award the contract in whole or in part.
The Contracting Authority reserves the right to annul the tendering process and not award any contract/s.
All documents to be priced in GBP and all payments made in GBP.
In relation to section II.1.9 above - variants will be accepted to the extent permitted (if at all).
Buy4Wales Reference.
I would be very grateful if you could advise me via e-mail of your successful registration as soon as possible please.
Suppliers Instructions How to Express Interest in this Tender.
1. Register your company on the xchangewales portal (this is only required once)
- Accept the terms and conditions and click "continue”,
- Enter your correct business and user details,
- Note the username you chose and click "Save” when complete,
- You will shortly receive an email with your unique password (please keep this secure).
2. Express an Interest in the tender
- Login to the portal with the username/password.
3. Responding to the tender
- You can now choose to "Reply” or "Reject” (please give a reason if rejecting),
- You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification,
- Note the deadline for completion of the PQQ,
- There may be a mixture of online & offline actions for you to perform (there is detailed online help available).
If you require any further assistance use the online help, or the BravoSolution help desk is available Mon - Fri (8am - 6pm) on:
Buy4Wales Reference Number: 26125.
Buy4Wales Reference Number: 28260.
To obtain a PQQ please see section "Suppliers Instructions How to Express Interest in this Tender "below.
The Contracting Authority will not accept requests for PQQ’s after the deadline for submission.
The Contracting Authority is seeking to establish an initial 3 year contract with an option to extend, at the Authority''''s sole discretion, for up to 2 additional 12 month periods (3+1+1).
All tender costs and liabilities incurred by bidders shall be the sole responsibility of bidders.
The Contracting Authority reserves the right to award the contract in whole or in part.
The Contracting Authority reserves the right to annul the tendering process and not award any contract/s.
All documents to be priced in GBP and all payments made in GBP.
In relation to section II.1.9 above - variants will be accepted to the extent permitted (if at all).
Buy4Wales Reference.
This procurement exercise is being carried out via our e-tendering portal and you are required to register your company’s details so that you can access the electronic copy of the tender documents when they become available. Please visit www.etenderwales.bravosolution.co.uk/nhs/ The process of registering on the website is free and simple. If you have any queries please contact BravoSolution Helpdesk (details on the webpage) as they will be able to resolve any problems you may have.
Once you have registered I will invite you to tender for the contract if selected to do so. Please note the tender documents will not be available until I invite you.I would be very grateful if you could advise me via e-mail of your successful registration as soon as possible please.
Suppliers Instructions How to Express Interest in this Tender.
1. Register your company on the xchangewales portal (this is only required once)
- Browse to the eSourcing Portal: www.etenderwales.bravosolution.co.uk/nhs,
- Click the "Click here to register” link,- Accept the terms and conditions and click "continue”,
- Enter your correct business and user details,
- Note the username you chose and click "Save” when complete,
- You will shortly receive an email with your unique password (please keep this secure).
2. Express an Interest in the tender
- Login to the portal with the username/password.
3. Responding to the tender
- You can now choose to "Reply” or "Reject” (please give a reason if rejecting),
- You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification,
- Note the deadline for completion of the PQQ,
- There may be a mixture of online & offline actions for you to perform (there is detailed online help available).
If you require any further assistance use the online help, or the BravoSolution help desk is available Mon - Fri (8am - 6pm) on:
- eMail: ,
- Phone: +44 8003684850 / Fax: +44 2070800480.Buy4Wales Reference Number: 26125.
Buy4Wales Reference Number: 28260.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
Precise information on deadline(s) for lodging appeals: The Authority will allow a minimum 10 calendar day standstill period between notifying the award decision and awarding the contract. Unsuccessful tenderers and applicants are entitled to receive reasons for the decision, including the characteristics and relative advantages of the winning bid and the reasons why the tenderer/applicant was unsuccessful. Should additional information be required it should be requested of the addressee in section I.1. Aggrieved parties who have been harmed or are at risk of harm by breach of the procurement rules have the right to take action in the High Court (England and Wales). Any such action must be brought in accordance with the Public Contracts (Amendments) Regulations 2009.
VI.4.3)Service from which information about the lodging of appeals may be obtained
VI.5)Date of dispatch of this notice:
24.11.2011