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Background

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Background

  1. 1. INVITATION TO TENDER East Midlands Business Limited Telemarketing Partnership 2010 - 2011 Invitation to tender for the supply of telemarketing services for East Midlands Business Limited Date: 17 March 2010 East Midlands Business Limited Innovation House Riverside Park Raynesway, Derby DE21 7BF
  2. 2. Contents INTRODUCTION....................................................................3 Background........................................................................................3 TENDER SPECIFICATION.....................................................3 Description of Requirement................................................................3 Expected Outputs ..............................................................................4 Period of Contract ..............................................................................5 Pricing and Budget.............................................................................5 Evaluation of Tenders.........................................................................5 Instructions to Tenderers........................................................7 Conditions of Tender...............................................................9 Representations.................................................................................9 Specification.......................................................................................9 Tenders Excluded...............................................................................9 Collusive Tendering............................................................................9 Freedom of Information....................................................................10
  3. 3. INTRODUCTION About EMB … East Midlands Business Limited (EMB) has been selected by the East Midlands Development Agency (emda) as the provider of the regional Business Link service from 1st April 2007. Under the terms of this contract, EMB are required to achieve an output of customer generation known as the hybrid penetration figure, increasing yearly which measures service provision to unique customers in the pre-start, start-up and established business markets. Over 10000 of these business customers will be intensively assisted. The aim of this tender is to identify telemarketing partners to support the EMB marketing strategy. Background As part of our role in developing the business community of the East Midlands, EMB wishes to identify a telemarketing partner to complement our marketing plan by May 2010. This supply is now being tendered via an open and competitive process. Suppliers who are selected will be requested to quote for the project as outlined below. A contract will be awarded on the basis of the most economically advantageous tender and proposed quality of delivery. Interested suppliers must complete a pre-qualification questionnaire (PQQ), to assist us in deciding which suppliers to short list to invite to tender to deliver the services. TENDER SPECIFICATION Description of Requirement We are looking to develop an infrastructure of telemarketing skills and experience that will enable EMB to achieve optimum penetration into the East Midlands business market. EMB require telemarketing agencies that: • Demonstrate a successful track record in the field of business to business telemarketing • Have evidence of testimonial from previous customers in a similar market • Have the capacity to deliver the proposed outcomes • Have extensive knowledge of the East Midlands business community • Employ appropriate systems and processes to meet the demand of management information, monitoring and evaluation material • Have relevant skill sets across the business commensurate with the project • Have systems in place to incorporate environmentally sustainable practices into telemarketing to businesses (including the management of subcontractors and partners) • Have systems in place to incorporate good Equality and Diversity practices into telemarketing to businesses (including the management of subcontractors and partners) • Have evidence of internal and / or external quality assurance systems
  4. 4. The overall aim of the service provided will be to stimulate 60,000 market penetration for BL East Midlands by 31 March 2012. This will be split in to 30,000 market penetration per annum. The project will include the following objectives aimed at varied target markets which will include: • To engage with Business Link established business prospect market to generate leads for the Business Link information service. • Re-engagement of the existing established business (older than 1 year in business) customers of Business Link to promote current services. Tendering organisations are asked to advise how they will manage sub-contractors and what indicative proportion of the tendered works may be sub-contracted. Expected Outputs LEAD GENERATION The target market for engagement will be all established businesses within the East Midlands employing between 2 -250 employees. Proposals should target to achieve the following outcomes: • 30000 Business Link information service leads for the period 1 June 2010 – 31 March 2011 • 30000 Business Link information service leads for the period 1 April 2011- 31 March 2012 • Core data fields fully populated in the Regional Business Support Information System CRM (REBSIS) for all interactions to qualify for outcome (see Annex 1 for core data fields) Proposals should include expected profile of outcomes. Proposals should also include what level of fulfilment the tenderer can provide and what information collateral would be required from EMB to facilitate the fulfilment. Successful tenderers will be measured monthly on outcomes against agreed profiles under contract. TARGET MARKET The target market for engagement will be all established businesses within the East Midlands that were previous Business Link customers from April 2008 – March 2009. This is estimated to be in the region of 20000 unique businesses. In addition a further 80000 unique records of prospects (companies that have not accessed Business Link services in the previous year) will be provided. Proposals should target to achieve the following outcomes: • 30000 unique customers provided with Business Link information services for the period 1 June 2010 – 31 March 2010
  5. 5. • 30000 unique customers provided with Business Link information services for the period 1 April 2011 – 31 March 2012 • Core data fields fully populated for all interactions to qualify for outcome (see Annex 2 for core data fields) • Proposals should indicate how data will be collected and input into RBSIS. Proposals should include expected profile of outcomes. Proposals should also include what level of fulfilment the tenderer can provide and what information collateral would be required from EMB to facilitate the fulfilment. Successful tenderers will be measured monthly on outcomes against agreed profiles under contract. Working Arrangements The successful Tenderer(s) will be expected to identify one named project manager through whom all enquiries can be filtered. Successful operators will be expected to indicate how they will enter interactions into the Regional Business Support Information System (REBSIS), the regional client management system. REBSIS is a web based application which can be accessed remotely. The EMB Project Manager will be Rowena Corderoy (Marketing Executive). Period of Contract The contact will run until the end of March 2012 Pricing and Budget The Tenderer is required to provide a detailed breakdown of costs of the project. Proposals should be outcome related and indicate how payments might be affected by under or over performance of outcomes against profiles. Total cost should be inclusive of value added tax for the duration of the project and should not exceed of £200,000. EMB’s normal payment terms of approved invoices is 30 days nett. Evaluation of Tenders This tender process is in two stages: Part 1 - Pre Qualification Exercise Interested parties are asked to complete a Pre qualification Questionnaire (PQQ) which will be scored by an internal evaluation team consisting of between 3 and 5 EMB employed staff. It is envisaged that this scoring and evaluation exercise will take no longer than 10 working days.
  6. 6. The PQQ will be scored and weighted as detailed in the scoring matrix for the Pre Qualification Questionnaire. The Pre Qualification Questionnaires will be assessed against a standard scoring matrix included with this Tender Document and will assess at the PQQ stage: Section 2 Financial Overview – please provide information regarding your turnover for your last 2 financial years 3 The tenderer’s history in the field tendered for together with Case Studies supporting this. In the case where consortia are tendering then details of all parties should be supplied 4 Extent of relevant experience, and the quality of references received 5 Level of insurance cover is commensurate with and relevant to the Tender scope 6 Health and Safety policy is commensurate and relevant to the Tender scope 7 General policies - equal opportunities, environmental management and quality assurance standards 8 General Business Details and Standing 9 A brief understanding of the Tender scope as provided by the ‘Description of requirement’ section. 10 Please identify if any mEMBers of your organisation's personnel directly involved in this contract have been employed by EMB If so, when and in what capacity? Please identify if any of your organisation’s employees directly involved in this contract are related to any EMB employed staff? Part 2 Full Tender Submission. Full tender and Presentations-Only to be completed if you have passed Part 1 Tenders will be evaluated by 3 EMB staff. Tenderers are asked to submit within their tenders information that will correspond to the key areas of evaluation as follows:- Section 1 Financial stability – please submit full accounts for your last 2 financial years. These should as a minimum contain balance sheets and profit-and-loss accounts or cash flow statements 2 A demonstrable understanding of the potential scope of the project and those issues that will be critical to the implementation, development and long term sustainability of the project 3 You are requested to provide how you would propose accessing, updating and transferring refreshed customer data and what systems and resource would be required from your organisation and what activities you would expect EMB to undertake to deliver exceptional customer service. In addition to data transfer, you are requested to provide what monitoring and evaluation reports will be made available for each of the parcels and how these may be cross referenced in the EMB client management system. You should also provide the following:
  7. 7. Executive Summary – highlighting the major strengths of their proposal Background- Clarifying their understanding of the brief and the critical issues surrounding the proposed campaign Fieldwork/Data Collection Procedures – In particular details of any processes or activities undertaken to brief telephone interviewers and monitor quality of calls/data entry errors. Expectations of outcomes and profiles. Cost and Timescales – Headline Costs and likely lead times on time taken to complete interviews edit and check data and then issue data to EMB. Professional experience and knowledge – this should cover details of both relevant agency experiences as well as details of the team allocated to managing and implementing the project. Personal Indemnity Insurance – Confirmation and value of insurance in place. Added value – any other elements of the proposal the agency would like to emphasise which they believe adds further value. 4 Methodologies proposed for contract delivery including environmental considerations and how they apply to the tendered works, and details of your operational location for delivery of the services, including the facilities and systems that will be required, together with details of monitoring and evaluation measures and standards 5 The qualifications, experience, expertise and skills of the individuals assigned to the Tender scope 6 Detailed breakdown of Price showing all elements of expenditure relating to the Contract 7 Satisfactory policies and procedures relating to equal opportunities, environmental management and quality management 8 Satisfactory Health & Safety policy 9 All the organisations invited to submit a full tender maybe required to carry out a presentation in front of a panel established by EMB. If other parties are to be included please insert here. General Acceptance of EMB’s conditions of contract INSTRUCTIONS TO TENDERERS Tender Timescales Part 1 Pre Qualification Questionnaire (PQQ) Stage: The top 6 scoring companies will be invited to full tender and presentation if required. The closing date for submission of Part 1 - your Pre Qualification Questionnaire is the 7th April 2010. The PQQs will be scored and ranked within 10 working days of the closing date for submission.
  8. 8. The PQQ may be downloaded via http://www.embltd.co.uk/tendering.aspx Part 2 – Full tender and Presentations-Only to be completed if you have passed Part 1 This involves full tender submission against tender documents. Please supply three unbound copies of your full tender submission. After the PQQ exercise all successful tenderers will be invited to submit a full costed tender in writing and may also be required to give a final presentation which will form part of the final evaluation of the final tenders. A full Tender submission will be requested in writing should you successfully be selected. The invitation to full tender will detail submission dates and any further requirements we may have. It may also be requested that Organisations are asked to work collaboratively if required. Tenderers should note that in the event that a bid is considered to be fundamentally unacceptable on a key issue, regardless of its other merits, that bid may be rejected. Tenders and PQQs submitted after the stipulated time and dates advised will be rejected and returned to the tenderer, unless clear evidence of posting (by first class post on a day preceding the closing date) is available. Late tenders despatched other than by post, will automatically be rejected. Tenders may not be submitted by fax or e-mail. If you require further information concerning the tender process, or the nature of the proposed contract, please in the first instance contact: Rowena Corderoy – rowena.corderoy@embltd.co.uk No questions will be answered that provide a competitive advantage to any party tendering. Should questions arise during the tendering period which in our judgement are of material significance, we will inform all tenderers to explain the nature of the question, and our formal reply. All tenderers should then take that reply into consideration when preparing their own bids, and we will evaluate bids on the assumption that they have done so. Please complete and submit three signed hard copies of your Pre-Qualification Questionnaire. The hard copy must be received by the stated deadline (an emailed copy alone received by the deadline will be disqualified.) If courier or other special delivery services are used, please ensure that the outside of any additional packaging bears the word ‘‘TENDER’- PQQ Telemarketing Partnership 2010 - 2011.
  9. 9. CONDITIONS OF TENDER Representations A tenderer may contact officers of EMB to obtain any further information about the requirements of the contract or the tendering procedures if these are not evident or clear from the documents supplied to tenderers. Specification For the avoidance of doubt, the contract specification shall include all requirements explicit or implied within the invitation to tender. It must be recognised that EMB reserve the right to withdraw this tender document and all funding contained within it without notice. Tenders Excluded No tender will be considered for acceptance if the tenderer has indulged or attempted to indulge in any corrupt practice or canvassed the tender with an officer of EMB. If a tenderer has indulged or attempted to indulge in such practices and the tender is accepted, then grounds shall exist for the termination of the contract and the claiming damages from the successful tenderers. It is unlikely that any tender will be accepted which (a) is incomplete or inaccurately or inadequately completed or which purports to impose conditions other than those provided in the contract documents and (b) is delivered out of time or in a manner other than specified in the specification. Collusive Tendering In submitting a tender against this contract, the tenderer confirms that he has not fixed or adjusted the amount of the tender by or under or in accordance with any agreement or arrangement with any other person. The tenderer also certifies that at no time, before or following the submission of the tender, has the Tenderer carried out any of the following acts: i) communicating to a person other than the person calling for the tenders the amount or approximate amount of the proposed tender, except where such disclosure is required for the purpose of obtaining insurance; ii) entering into any agreement or arrangement with any person that he shall refrain from tendering or as to the amount of any tender to be submitted; iii) offering or paying or giving or agreeing to give any sum of money or valuable consideration directly or indirectly to any person for doing or having done or causing or having caused to be done in relation to any other tender or proposed tender for the said work any act or thing of the sort described above. The context of this clause the word ‘person’ includes any persons and any body or association, corporate or unincorporated; and ‘any agreement or arrangement’ includes any such transaction, formal or informal, and whether legally binding or not.
  10. 10. Freedom of Information Information in relation to this tender may be made available on demand in accordance with the requirements of the Freedom of Information Act 2000. Tenderers should state if any of the information supplied by them is confidential or commercially sensitive or should not be disclosed in response to a request for information under the Act. Tenderers should state why they consider the information to be confidential or commercially sensitive. This will not guarantee that the information will not be disclosed but will be examined in the light of the exemptions provided in the Act. It is important to note that information may be commercially sensitive for a time (e.g. during a tender process) but afterwards it may not be. The timing of any request for information may be extremely important in determining whether or not information is exempt. However Tenderers should note that no information is likely to be regarded as exempt forever.
  11. 11. Annex 1 to Telemarketing Partnership 2010 – 2012 Core data collection The following information should be captured to qualify for an outcome: Primary Contact Title Primary Contact Name (First name and Surname) Primary Contact Job Title Company Name Company Address 1 Company Address 2 Company Address 3 Town County Postcode Telephone Number (Switchboard) Primary Contact Email Address Website Nature of Business Primary 2003 UK SIC Code Number of FTE staff at the site Trading start date Ownership by gender Ownership by ethnicity Ownership by disability Ownership by age Rural / urban flag

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