Electronic message and information services

Country: United Kingdom
Language: EN
Customer: National Association of Citizens Advice Bureaux
Number: 5364312
Publication date: 10-11-2017
Source: TED
Tags: Research services Electronic message services


  1. Section I
    1. Name and addresses
      National Association of Citizens Advice Bureaux
      200 Aldersgate
      EC1A 4HD
      United Kingdom
      E-mail: cita-centralprocurement@citizensadvice.org.uk
    2. Joint procurement
    3. Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at
      Additional information can be obtained from the abovementioned addressto the abovementioned address
    4. Type of the contracting authority:
      Other type: Charity
    5. Main activity:
      Other activity: charity
  2. Section II
    1. Scope of the procurement:
      1. Title:

        Chat and Messaging Platform — Citizens Advice.

      2. Main CPV code:
      3. Type of contract:
      4. Short description:

        Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that"s intuitive to use by local Citizens Advice volunteer advisers.

      5. Estimated total value:

      6. Information about lots:
        This contract is divided into lots: no
    2. Description
      1. Title:
      2. Additional CPV code(s):
      3. Place of performance:
      4. Description of the procurement:

        Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that"s intuitive to use by local Citizens Advice volunteer advisers.

        The chat and messaging platform would need to support a service at scale and across multiple locations. We currently handle around 100 000 contacts a year, and would expect this to scale to around 1 000 000 contacts a year within 2 years. This service is delivered by 500 active advisers each month. Due to the volunteer nature of our organisation we can have up to 3 000 adviser user accounts registered at any 1 time although not all users are active concurrently. Again, we"d expect this group to grow as we expand the service.

        The platform must allow us to innovate and add in new features in the future. Having completed user research we have found that our service could benefit from features such as (but not limited to):

        — Co-browsing;

        — Document sharing;

        — Social media integration;

        — Video calling.

        The service administration and operational support is carried out in 1 of our central national offices, however we currently have supervisors working in over 90 local offices who manage the advisers day to day. We need a platform which provides a dashboard to each supervisor so they can manage their own advisers. Nationally we need an administration system which allows us to control and monitor the entire service and produce accurate performance reports.

        Value for money is a key selection criteria for Citizens Advice. We require a solution that will be scalable enabling us to increase the numbers of advisors and to offer this service to a greater number of clients whilst not being cost prohibitive.

      5. Award criteria:
        Price is not the only award criterion and all criteria are stated only in the procurement documents
      6. Estimated value:

      7. Duration of the contract, framework agreement or dynamic purchasing system:
        Duration in months: 24
        This contract is subject to renewal: yes
        Description of renewals:

        Further periods of 12 months up to a maximum of 24 months.

      8. Information about the limits on the number of candidates to be invited:
        Envisaged minimum number: 5
        Maximum number: 10
        Objective criteria for choosing the limited number of candidates:

        Standard Selection Questionnaire.

      9. Information about variants:
        Variants will be accepted: no
      10. Information about options:
        Options: no
      11. Information about electronic catalogues:

      12. Information about European Union funds:
        The procurement is related to a project and/or programme financed by European Union funds: no
      13. Additional information:
  3. Section III
    1. Conditions for participation:
      1. Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers:
      2. Economic and financial standing:
        Selection criteria as stated in the procurement documents
      3. Technical and professional ability:
        Selection criteria as stated in the procurement documents
      4. Information about reserved contracts:
    2. Conditions related to the contract:
      1. Information about a particular profession:
      2. Information about staff responsible for the performance of the contract:
        Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
  4. Section IV
  5. Description:
    1. Type of procedure:
      Restricted procedure
    2. Information about a framework agreement or a dynamic purchasing system:
    3. Information about reduction of the number of solutions or tenders during negotiation or dialogue:
    4. Information about negotiation:
    5. Information about electronic auction:
    6. Information about the Government Procurement Agreement (GPA):
      The procurement is covered by the Government Procurement Agreement: yes
  6. Administrative information:
    1. Previous publication concerning this procedure:
    2. Time limit for receipt of tenders or requests to participate:
      Date: 2017-11-23
      Local time: 12:00
    3. Estimated date of dispatch of invitations to tender or to participate to selected candidates:
      Date: 2017-12-04
    4. Languages in which tenders or requests to participate may be submitted:
    5. Minimum time frame during which the tenderer must maintain the tender:
      (from the date stated for receipt of tender)
    6. Conditions for opening of tenders:
  1. Information about recurrence
    This is a recurrent procurement: no
  2. Information about electronic workflows
  3. Additional information

    Expressions of interest should be sent to cita-centralprocurement@citizensadvice.org.uk You must submit a completed Standard Selection Questionnaire and 2 years of audited accounts. Documents can be found at https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/products-and-services/work-with-us/

    Note: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at http://www.myTenders.org/Search/Search_Switch.aspx?ID=203730

    (MT Ref: 203730).

  4. Procedures for review
    1. Review body
      National Association of Citizens Advice Bureaux
      200 Aldersgate
      EC1A 4HD
      United Kingdom
      Contact person: EC1A 4HD
      Telephone: +44 3000231355
      Internet address: https://www.citizensadvice.org.uk/
    2. Body responsible for mediation procedures

    3. Review procedure
    4. Service from which information about the review procedure may be obtained

  5. Date of dispatch of this notice

Other tenders from United Kingdom за for this period

Fire suppression system Source: TED

Legal services Source: TED

Research and development services and related consultancy services Source: TED

Asbestos removal services Source: TED

Financial consultancy, financial transaction processing and clearing-house services Source: TED