E-Alicante: services related to the switchboard of the OHIM

Request For Proposals

General Information
Country:   Spain
City/Locality:   ALICANTE
Notice/Contract Number:   eu:274177-2009
Publication Date:   Oct 3, 2009
Deadline:   Nov 30, 2009
Buyer:   OFFICE FOR HARMONIZATION IN THE INTERNAL MARKET (TRADE MARKS AND DESIGNS)
Original Language:   English

Contact Information
Address:   OFFICE FOR HARMONIZATION IN THE INTERNAL MARKET (TRADE MARKS AND DESIGNS)
ALICANTE , Alicante / Alacant  
Spain
Web Site:   http://oami.europa.eu/ows/rw/pages/OHIM/publicProcurement/publicProcurement.es.do

Goods, Works and Services

 

Summary

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Notice Type: C398 - Contract notice
Regulation of Procurement: European Institution/Agency or International Organisation
EU Official Journal Publication: 191/2009, #274177-2009
Contract Nature: Service contract
Procedure Type: Open procedure
Type of Bid Required: Global tender
Awarding Criteria: The most economic tender

Original Text

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CONTRACT NOTICE
Services
SECTION I: CONTRACTING AUTHORITY
I.1) NAME, ADDRESSES AND CONTACT POINT(S): Office for Harmonization in
the Internal Market (Trade Marks and Designs), Avenida de Europa, 4, Attn:
Mr Miot, E-03008 Alicante. Tel. +34 965138613. E-mail:
procurementGSD@oami.europa.eu. Fax +34 965138500.
Internet address(es):
General address of the contracting authority:
http://oami.europa.eu/ows/rw/pages/OHIM/publicProcurement/
publicProcurement.es.do.
Further information can be obtained at: As in above-mentioned contact
point(s).
Specifications and additional documents (including documents for
competitive dialogue and a dynamic purchasing system) can be obtained at:
As in above-mentioned contact point(s).
Tenders or requests to participate must be sent to: As in above-mentioned
contact point(s).
I.2) TYPE OF THE CONTRACTING AUTHORITY AND MAIN ACTIVITY OR ACTIVITIES:
European institution/agency or international organisation.
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:
Services related to the switchboard of the OHIM.
II.1.2) Type of contract and location of works, place of delivery or of
performance: Services.
Service category: No 27.
Main place of performance: Alicante, SPAIN.
NUTS code: ES521.
II.1.3) The notice involves: The establishment of a framework agreement.
II.1.4) Information on framework agreement: Framework agreement with a
single operator.
Duration of the framework agreement: Duration in year(s): 4.
Estimated total value of purchases for the entire duration of the
framework agreement:
Estimated value excluding VAT: 1 500 000 EUR.
II.1.5) Short description of the contract or purchase(s): This tender
covers the management of telephone calls received by the OHIM switchboard,
as well as the management of written messages sent for the attention of
the Information Centre, the Technical Support and the Complaint Unit. The
service consists of ascertaining the purpose of calls and written messages
in order to transfer them, depending on the purpose, to the right member
of staff/contact person or to the most appropriate information window.
The main tasks are:
— reply to general information requests on CTM/RCD procedures,
— reply to specific questions on the CTM/RCD application form,
— key-in of data in customer relationship management database (CRM),
— administration of the CRM database,
— issuance of receipts.
The OHIM is a decentralised agency of the European Union whose clients and
end users come from all over the world. The image which the OHIM wishes to
promote is that of a dynamic, modern, transparent public authority with a
service-oriented vocation. Since the switchboard is the first contact that
people have with the OHIM, it must convey and help to maintain this image.
II.1.6) Common procurement vocabulary (CPV): 79510000, 79511000,
79570000.
II.1.7) Contract covered by the Government Procurement Agreement (GPA):
Yes.
II.1.8) Division into lots: No.
II.1.9) Variants will be accepted: No.
II.3) DURATION OF THE CONTRACT OR TIME-LIMIT FOR COMPLETION: Duration in
months: 48 (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: Performance guarantee for the
whole contractual period — released on payment of the last order or
specific agreement.
Amount: 300 000 EUR.
III.1.4) Other particular conditions to which the performance of the
contract is subject: No.
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 requirements are met: 1. Exclusion
criteria:
Tenderers shall be excluded from this invitation to tender where:
a) they are bankrupt or being wound up, are having their affairs
administered by the courts, have entered into an arrangement with
creditors, have suspended business activities, are the subject of
proceedings concerning those matters, or are in any analogous situation
arising from a similar procedure provided for in national legislation or
regulations;
b) they have been convicted of an offence concerning their professional
conduct by a judgment which has the force of 'res judicata';
c) they have been guilty of grave professional misconduct proven by any
means which the contracting authorities can justify;
d) they have not fulfilled obligations relating to the payment of social
security contributions or the payment of taxes in accordance with the
legal provisions of the country in which they are established or with
those of the country of the contracting authority or those of the country
in which the framework contract is to be performed;
e) they have been the subject of a judgment which has the force of 'res
judicata' for fraud, corruption, involvement in a criminal organisation or
any other illegal activity detrimental to the Communities' financial
interests;
f) they are currently subject to an administrative penalty;
g) they are subject to a conflict of interest;
h) they are guilty of misrepresentation in supplying the information
required by the contracting authority as a condition of participation in
the procurement procedure or fail to supply this information.
III.2.2) Economic and financial capacity: Information and formalities
necessary for evaluating if requirements are met: — solvency bank
certificates of the company,
— balance sheets or extracts from balance sheets for at least the last 3
financial years for which accounts have been closed, or equivalent
documentation (e.g. where company law in the country in which the tenderer
is established does not require publication of balance sheet),
— if the tenderer relies on the capacities of other entities (e.g. a
parent company), a written undertaking on the part of those entities
confirming that they will place the resources necessary for performance of
the framework contract at the disposal of the tenderer.
Minimum level(s) of standards possibly required: — evidence of
professional risk indemnity insurance for a minimum coverage of 150 000
EUR,
— a statement of overall turnover during the last 3 financial years.
A minimum cumulative company turnover of 800 000 EUR during the last 3
years for which accounts have been closed is required.
III.2.3) Technical capacity: Information and formalities necessary for
evaluating if requirements are met:
— presentation of the company (history, activities, …),
— the educational and professional qualifications of the service provider
or contractor and/or those of the company's managerial staff and, in
particular, those of the person or persons responsible for providing the
services or carrying out the works,
— list of relevant contracts carried out in the last 3 years, with the
sums, dates and place.
The list of the most important contracts shall be accompanied by
certificates of satisfactory execution, specifying whether they have been
carried out in a professional manner and have been fully completed,
— technical staff turnover for the last 5 years,
— presentation of the proposed team foreseen, with detailed profile of
each team member.
The OHIM reserves the right to request detailed CVs and/or to organise
interviews with the staff proposed by the tenderer during the selection
phase. The objective of these interviews will be to validate the technical
competences of the tenderer or the members of the team.
Minimum level(s) of standards possibly required:
— quality management certification. Certificate(s) issued by institutions
or official services recognised as competent in quality control and/or
verification of compliance with standards applicable, certifying in
particular that the tenderer possesses quality assurance certification for
the type of services covered by this invitation to tender (ISO 9001),
— proof of enrolment in the professional register,
— declaration certifying that, if awarded the framework contract, and if
the services are performed on Spanish territory, the tenderer undertakes
to comply with Spanish legislation on health and safety at work.
III.2.4) Reserved contracts: No.
III.3) CONDITIONS SPECIFIC TO SERVICES CONTRACTS
III.3.1) Execution of the service is reserved to a particular profession:
No.
III.3.2) Legal entities 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: Open.
IV.2) AWARD CRITERIA
IV.2.1) Award criteria: The most economically advantageous tender in
terms of the criteria stated below:
1. Quality. Weighting: 60.
2. Price. Weighting: 40.
IV.2.2) An electronic auction will be used: No.
IV.3) ADMINISTRATIVE INFORMATION
IV.3.1) File reference number attributed by the contracting authority:
AO/006/09.
IV.3.2) Previous publication(s) concerning the same contract: No.
IV.3.3) Conditions for obtaining specifications and additional documents
or descriptive document: Time limit for receipt of requests for documents
or for accessing documents: 23.11.2009.
Payable documents: no.
IV.3.4) Time-limit for receipt of tenders or requests to participate:
30.11.2009.
IV.3.6) Language(s) in which tenders or requests to participate may be
drawn up: Spanish. Danish. German. Greek. English. French. Italian. Dutch.
Portuguese. Finnish. Swedish. Czech. Estonian. Hungarian. Lithuanian.
Latvian. Maltese. Polish. Slovak. Slovenian. Irish. Bulgarian. Romanian.
IV.3.7) Minimum time frame during which the tenderer must maintain the
tender: Duration in month(s): 9 (from the date stated for receipt of
tender).
IV.3.8) Conditions for opening tenders: Date: 16.12.2009 - 11:00.
Place: OHIM, Alicante, SPAIN.
Persons authorised to be present at the opening of tenders: yes.
Each tenderer may send up to 2 representatives. The sole purpose of the
opening session is to check compliance with the formal requirements for
the submission of tenders. No information on the content of the tenders
will be divulged at this meeting. The framework contracts will not be
awarded during this opening session.
SECTION VI: COMPLEMENTARY INFORMATION
VI.1) THIS IS A RECURRENT PROCUREMENT: No.
VI.2) CONTRACT RELATED TO A PROJECT AND/OR PROGRAMME FINANCED BY EU
FUNDS: No.
VI.4) PROCEDURES FOR APPEAL
VI.4.1) Body responsible for appeal procedures: The European Commission,
Internal Market and Services DG, rue de la Loi 200, B-1049 Brussels. Tel.
+32 22991111.
Body responsible for mediation procedures:
The European Ombudsman, 1 avenue du Président Robert Schuman — CS 30403,
F-67001 Strasbourg. E-mail: euro-ombudsman@europarl.europa.eu. Tel. +33
388172313. URL: http://ombudsman.europa.eu. Fax +33 388179062.
VI.4.2) Lodging of appeals: Precise information on deadline(s) for
lodging appeals: according to Article 118 of Council Regulation (EC) No
40/94 of 20.12.1993 on the Community trade mark, 'Referral shall be made
to the Commission within 1 month of the day on which the party concerned
first became aware of the act in question'.
VI.5) DATE OF DISPATCH OF THIS NOTICE: 22.9.2009.
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