Award

Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council - AWARD

ANY OF THE PROJECTS LISTED ON THE PORTAL

This public procurement record has 1 release in its history.

Award

13 Feb 2018 at 14:18

Award Notice
Summary of the contracting process

The Hertfordshire County Council is seeking a provider for the "Provision of Call Handling for The Safeguarding Out Of Hours Service (SOOHS)." This procurement falls under the telecommunications industry and is currently in the award stage, with the contract set to commence on 4 April 2018 and concluding on 3 April 2021. The successful supplier will be required to deliver around-the-clock call handling services, with specific operational hours established for weekdays, weekends, and bank holidays. The tender period for submissions ended on 14 November 2017, with a total contract value of £276,075. The contact point for this process is Simon Hastings, reachable at Simon.Hastings@hertfordshire.gov.uk.

This tender offers a significant opportunity for businesses in the telecommunications and social care sectors, particularly those with experience in call handling and crisis management services. Small and medium-sized enterprises (SMEs) with the capability to manage sensitive communications and a thorough understanding of adult and children's social care responsibilities would be well-positioned to compete for this contract. Successful bidders will need to demonstrate their ability to operate a robust telephony system and collaborate effectively with local authorities to provide vital support to vulnerable individuals in Hertfordshire.

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Notice Information

Notice Title

Provision of Call Handling For The Safeguarding Out Of Hours Service (SOOHS) For Hertfordshire County Council - AWARD

Notice Description

The Council has a requirement for the provision of a Call Handling Service For Hertfordshire Safeguarding Out Of Hours Service and is looking to procure a single Provider to deliver a confidential telephone out of hours first response screening service that will triage social care concerns to the most appropriate response by Children's Services or Adult Care Services within agreed response times. The Provider must work in full cooperation and partnership with professionals in Children's Services and Adult Care Services in the best interests of vulnerable Children, Young People and Adults in Hertfordshire to deliver these Mandatory Requirements. This will include: o An understanding of adult social care responsibilities, in particular safeguarding, mental health act assessments and recognising urgent social care referrals. o An understanding of children's social care responsibilities o An understanding of partners organisation roles so that referrals e.g. for health are signposted accurately o An understanding of the information that should be collected at the point of referral including accurate recording of demographic details, contact details and information about the situation. o Sensitive, professional and appropriate approach and language with referrers which will include professionals and members of the public in distress in order to collect the appropriate information. o An ability to assess the urgency of a situation in order to include this information within the referral, escalate to manager and to alert the police if appropriate o Accurate and reliable completion of the Council's ICT social care systems screens and other recording systems should these be unavailable o Completion of referral and passing to SOOHS social work team within agreed time frames o Compliance with agreed communication pathways including when systems are down o Commitment to working collaboratively with the Council's Customer Service Centre to ensure seamless continuity of service o The Provider will have an existing operational telephony call management / call handling system already in place prior to contract award. The Service will be expected to operate within the following timeframes: o From 20:00hours to 08:00hours Monday to Friday o From Friday 20:00hours to 09:00hours Saturday o From16:00hours Saturday until 08:00hours Monday o 24 hour cover must be provided on Sundays and Bank Holidays

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-00d5e6f3-5085-4944-8549-ca3a590bd0a0
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0b739465-0cc7-4199-b239-aaf035e5a7c4
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

64 - Postal and telecommunications services

CPV Codes

32523000 - Telecommunications facilities

64200000 - Telecommunications services

Notice Value(s)

Tender Value
£276,075 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
13 Feb 20188 years ago
Submission Deadline
14 Nov 2017Expired
Future Notice Date
Not specified
Award Date
24 Jan 20188 years ago
Contract Period
3 Apr 2018 - 3 Apr 2021 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ANY OF THE PROJECTS LISTED ON THE PORTAL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
HERTFORDSHIRE
Postcode
SG13 8DE
Post Town
Stevenage
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH2 Bedfordshire and Hertfordshire
Small Region (ITL 3)
TLH26 North and East Hertfordshire
Delivery Location
TLJ South East (England)
Local Authority
East Hertfordshire
Electoral Ward
Hertford Castle
Westminster Constituency
Hertford and Stortford

Supplier Information

Number of Suppliers
1
Supplier Name

WEST MIDLANDS AMBULANCE SERVICE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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