Award

Provision of Customer Support Officer for the contact centre at City Hall

NORWICH CITY COUNCIL

This public procurement record has 2 releases in its history.

Award

21 Jun 2017 at 14:42

Award Notice
Tender

17 May 2017 at 14:11

Tender Notice
Summary of the contracting process

The Norwich City Council is seeking to procure a Customer Support Officer for its busy contact centre located at City Hall, Norwich, NR2 1NH. This service will support approximately 100,000 customers annually, with the contract set to commence on 18 July 2017 and running for one year, with an option to extend for an additional two years. The tender was published on 17 May 2017, and the closing date for submissions was 12 June 2017. The procurement method for this opportunity is an open procedure, and it falls under the services category, specifically focusing on personnel supply services.

This tender offers significant opportunities for businesses, particularly those that provide staffing solutions or customer service expertise. Companies equipped to supply trained personnel for customer-facing roles will find this contract appealing, especially considering the TUPE implications which may suit firms accustomed to managing staff transitions. Small to medium-sized enterprises (SMEs) may particularly benefit from this opportunity, allowing them to expand their operational capacity and establish a long-term partnership with the local council.

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Notice Information

Notice Title

Provision of Customer Support Officer for the contact centre at City Hall

Notice Description

Norwich city council has a busy customer contact centre and reception (based at City Hall, Norwich, NR2 1NH) welcoming around 100,000 customer per annum. Customers visit the contact centre to access a wide variety of services including housing advice, parking, council tax, housing benefits, planning etc. The council has a need to provide a Customer support officer (CSO) who will be located in the customer contact centre on a daily basis. NoCC are offering an opportunity for a company to supply a CSO for a period of one year with an option to extend the contract for an additional two years (on a one year at a time basis). The council requirement is for a regular CSO and a relief CSO to be trained for this role. It has been proven that a regular "face" in the contact centre has a positive impact on the overall ambiance on a day to day basis with both customers and council staff alike. The new contract is planned to commence 18 July 2017 Please note that there are TUPE implications with this contract.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/b1401e6e-c00e-4018-b0ae-d62e15238067
Current Stage
Award
All Stages
Tender, 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

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79620000 - Supply services of personnel including temporary staff

79710000 - Security services

Notice Value(s)

Tender Value
£1
Lots Value
Not specified
Awards Value
£13 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
21 Jun 20178 years ago
Submission Deadline
12 Jun 2017Expired
Future Notice Date
Not specified
Award Date
20 Jun 20178 years ago
Contract Period
17 Jul 2017 - 17 Jul 2018 6-12 months
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
NORWICH CITY COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NORWICH
Postcode
NR2 1NH
Post Town
Norwich
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH5 Norfolk
Small Region (ITL 3)
TLH51 Norwich and East Norfolk
Delivery Location
Not specified
Local Authority
Norwich
Electoral Ward
Mancroft
Westminster Constituency
Norwich South

Supplier Information

Number of Suppliers
1
Supplier Name

NPSS SECURITY SERVICES

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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