Award

Public Enquiries Call Handling Service

OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL)

This public procurement record has 1 release in its history.

Award

13 May 2021 at 16:45

Award Notice
Summary of the contracting process

The Office of Qualifications and Examinations Regulation (Ofqual) has successfully completed the procurement process for a Public Enquiries Call Handling Service, valued at £225,016. This procurement occurred through an open tender method, with the award date registered on 19th April 2021. The contracted service will commence on 20th April 2021 and extend until 31st March 2023, based in the West Midlands, United Kingdom. Stakeholders interacting with Ofqual's enquiries include students, parents, teachers, examination bodies, and the general public.

This contract presents substantial opportunities for businesses specialising in call centre services, particularly small and medium-sized enterprises (SMEs), which are encouraged to compete. Companies capable of providing outsourced call handling solutions are well-suited to seize this opportunity, enabling them to contribute to public confidence in regulated qualifications while expanding their operational reach in the public sector.

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Notice Information

Notice Title

Public Enquiries Call Handling Service

Notice Description

1.1 The Supplier is appointed to provide a fully outsourced call handling service for Ofqual's public enquiries phone lines. 1.2 The Supplier will be required to answer all inbound calls, working with Ofqual service managers and with frontline Ofqual staff who will handle all email and outgoing calls. 1.3 The Supplier will represent Ofqual in support of promoting public confidence in regulated qualifications and regulated assessment arrangements. 1.4 Calls made to Ofqual's public enquiries phone lines will be from a wide spectrum of stakeholders which will include but not be limited to: a) students, b) parents/guardians, c) teachers, d) examination bodies and e) general members of the public.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/b13cbb84-cbf2-476b-a698-84efb5180ad4
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

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£225,016 £100K-£500K
Lots Value
Not specified
Awards Value
£225,016 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
13 May 20214 years ago
Submission Deadline
1 Jan 2021Expired
Future Notice Date
Not specified
Award Date
18 Apr 20214 years ago
Contract Period
19 Apr 2021 - 31 Mar 2023 1-2 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
OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL)
Contact Name
Commercial Department
Contact Email
procurement@ofqual.gov.uk
Contact Phone
+44 2476716830

Buyer Location

Locality
COVENTRY
Postcode
CV1 3BH
Post Town
Coventry
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG33 Coventry
Delivery Location
TLG West Midlands (England)
Local Authority
Coventry
Electoral Ward
Sherbourne
Westminster Constituency
Coventry North West

Supplier Information

Number of Suppliers
1
Supplier Name

SITEL

Further Information

Notice Documents

Notice URLs

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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