Shared Contact Centre Solution

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Vale of Glamorgan Council
Civic Offices, Holton Road
CF63 4RU
United Kingdom
Telephone: +44 1446700111
NUTS code: UKL22

Internet address(es):

Main address:

Address of the buyer profile:

I.2)Information about joint procurement
The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
I.4)Type of the contracting authority
Regional or local authority
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement

Shared Contact Centre Solution

Reference number: itt_68635
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:

Shared Contact centre platform framework available for use by all Welsh Local Authorities as detailed in the advert and documentation.

II.1.5)Estimated total value
Value excluding VAT: 9 565 417.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
NUTS code: UKL
Main site or place of performance:

The Vale of Glamorgan, Wrexham and Rhondda Cynon Taff Councils

II.2.4)Description of the procurement:

The Vale of Glamorgan, Wrexham and Rhondda Cynon Taf Councils (the Authority’s) wish to procure a shared contact centre platform (the platform) which will be open to those other contracting authorities listed below and within Appendix G of the tender documents.

1) Blaenau Gwent;

2) Bridgend County Borough Council;

3) Caerphilly County Borough Council;

4) City and County of Cardiff;

5) Carmarthenshire County Council;

6) Ceredigion County Council;

7) Conwy County Borough Council;

8) Denbighshire County Council;

9) Flintshire County Council;

10) Gwynedd County Council;

11) Isle of Anglesey County Council;

12) Merthyr Tydfil County Borough Council;

13) Monmouthshire County Council;

14) Neath Port Talbot County Borough Council;

15) Newport City Council;

16) Pembrokeshire County Council:

17) Powys County Council:

18) Rhondda Cynon Taf County Borough Council:

19) City and County of Swansea:

20) Torfaen County Borough Council:

21) Vale of Glamorgan Council:

22) Wrexham County Borough Council:

23) Welsh Government.

In other words all Welsh Local Authorities and Welsh Government can access this Framework Agreement although there is no guarantee that they will the Vale of Glamorgan Council has agreed to act as lead authority for this procurement.

II.2.5)Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

36 months with the option to extend for a further 12 months

II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.12)Information about electronic catalogues
II.2.13)Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Please note that 29/10 -02/11/2018 is the proposed schedule for any clarification meetings.

It should also be noted that the successful bidder appointed to the Framework will need to work with the Vale of Glamorgan council to ensure that telephony and workforce optimisation is in place by 1.2.2019.

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3)Technical and professional ability
Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with a single operator
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 08/10/2018
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders
Date: 08/10/2018
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:

This framework Procurement is being run through e-tenderwales.

The ITT reference is: itt_68635

Please direct any questions or queries through the e-tender Wales portal. We cannot accept or respond to any queries outside of the portal. The deadline for receipt of questions on the portal is 1.10.2018.

As stated this framework is open to all the Local Authorities in Wales and the Welsh Government and as listed in this advert and the tender documents.

Deadlines are stated in the ITT documents, however please note that should clarification meetings be required after tender submission then the week of 29 October to 02 November has been provisionally scheduled. Further details will be supplied if necessary.

Note: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

Please see tender documents

(WA Ref:85144)

VI.4)Procedures for review
VI.4.1)Review body
Vale of Glamorgan Council
Civic Offices, Holton Road
CF63 4RU
United Kingdom
Telephone: +44 1446709767

Internet address:

VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice: