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UK-Glasgow: Telephone network.

Section I: Contracting Authority

I.1) Name, Addresses and Contact Point(s):
Student Loans Company
100 Bothwell Street, Glasgow, G2 7JD, United Kingdom
Tel. +44 1413062000, Email:
Main Address:
NUTS Code: UKM82

I.2) Joint procurement:
The contract involves joint procurement: No
In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
The contract is awarded by a central purchasing body: No

I.4)Type of the contracting authority:
Body governed by public law

I.5) Main activity:

Section II: Object Of The Contract

II.1) Scope of the procurement

II.1.1) Title: Avaya Hardware and Licences
Reference number: 2020-509

II.1.2) Main CPV code:
32551400 - Telephone network.

II.1.3) Type of contract: SUPPLIES

II.1.4) Short description: Provision of hardware and software to support the need as a consequence of COVID to support call centre staff working from home

II.1.6) Information about lots
This contract is divided into lots: No

II.1.7) Total value of the procurement (excluding VAT)
Value: 307,000


II.2) Description

II.2.2) Additional CPV code(s):
Not Provided

II.2.3) Place of performance
Nuts code:
UKM82 - Glasgow City

Main site or place of performance:
Glasgow City

II.2.4) Description of the procurement: Provision of hardware, licensing and support for a solution to enable call handling from home.

II.2.5) Award criteria:
Quality criterion - Name: Ability to provide requirements with timescale / Weighting: 90

Price - Weighting: 10

II.2.11) Information about options
Options: No

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: Not Provided

Section IV: Procedure

IV.1) Description

IV.1.1)Type of procedure: Award of a contract without prior publication of a call for competition in the Official Journal of the European Union in the cases listed below (please complete Annex D1)

IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement: No

IV.1.6) Information about electronic auction
An electronic auction has been used: No

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
Not Provided

IV.2.9) Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

Contract No: 2020-509
Lot Number: Not Provided
Title: Not Provided

A contract/lot is awarded: Yes

V.2) Award of contract

V.2.1) Date of conclusion of the contract: 30/06/2020

V.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: Not Provided
Number of tenders received from tenderers from other EU Member States: Not Provided
Number of tenders received from tenderers from non-EU Member States: Not Provided
Number of tenders received by electronic means: Not Provided

V.2.3) Name and address of the contractor

The contract has been awarded to a group of economic operators: No

Contractor (No.1)
Virgin Media Business, 01785381
500 Brook Drive, Reading, RG2 6UU, United Kingdom
NUTS Code: UKJ11
The contractor is an SME: No

V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: 307,000
Total value of the contract/lot: 307,000
Currency: GBP

V.2.5) Information about subcontracting
The contract is likely to be subcontracted: No

Section VI: Complementary information

VI.3) Additional information: To view this notice, please click here:

VI.4) Procedures for review

VI.4.1) Review body
High Court
Royal Courts of Justice, Strand, London, WC2A 2LL, United Kingdom

VI.4.3) Review procedure
Precise information on deadline(s) for review procedures: Not Provided

VI.4.4) Service from which information about the review procedure may be obtained
Not Provided

VI.5) Date of dispatch of this notice: 27/10/2020


1. Justification for the choice of the negotiated procedure without prior publication of a call for competition in accordance with Article 32 of Directive 2014/24/EU

No tenders or no suitable tenders/requests to participate in response to: Not Provided

The products involved are manufactured purely for the purpose of research, experiment, study or development under the conditions stated in the directive (for supplies only): No

The works, supplies or services can be provided only by a particular economic operator for the following reason: No

Extreme urgency brought about by events unforeseeable for the contracting authority and in accordance with the strict conditions stated in the directive: Yes

Additional deliveries by the original supplier ordered under the strict conditions stated in the directive: No

Procurement of supplies quoted and purchased on a commodity market: No

Purchase of supplies or services on particularly advantageous terms: No

3. Explanation
SLC require a telephony solution capable of handling the anticipated call volumes that our peak processing period will produce. Our working at home solution proved not to be able to support the volume of calls that are experienced during this peak period. This would lead to an inability for SLC to deliver all services to its customers.

This requirement is necessary in relation to events unforeseen due to COVID. SLC had planned for it's current solution to be replaced towards the end of 2020. It became apparent however, as calls begin to increase, that a new solution is required by end of July. The use of the current system caused issues and was not allowing staff to answer calls and service customer needs. Staff are working to support customers through a peak period in relation to student finance and without a new solution in place immediately we would not be able to support this via home working.

This was unforeseen, with expectations that working from home would not be at the levels required during this peak period. Testing has been undertaken on the current solution to understand how it would support the volumes expected and this has demonstrated that a new solution is necessary.

SLC was unable to predict the impact that would be required to address the resulting changes to the working environment, the need to comply with social distancing and isolation in place which resulted in a step change to the way offices and workplaces across the world now have to operate. As it will now be necessary for staff to work from home longer than anticipated, it is important that correct systems are in place to ensure support is maintained for our customers.

Given the business criticality of providing support for students, it is imperative that SLC have a reliable way of ensuring its customers can access support.

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