Planning

Market Engagement - Out of hours contact centre services

ACCENT HOUSING

This public procurement record has 2 releases in its history.

Planning

13 Feb 2019 at 14:26

Market Engagement Notice
Planning

13 Feb 2019 at 14:25

Market Engagement Notice
Summary of the contracting process

The procurement process is being led by Accent Housing, which is seeking suppliers for "Out of Hours Contact Centre Services." This initiative falls under the telephone-answering services category within the contact centre industry. The planning stage is currently underway, with a deadline for engagement set for 22nd March 2019. The procurement itself is expected to begin in early April 2019 and conclude by late May 2019, followed by a mobilisation phase commencing mid to late June 2019. The total contract value is approximately £200,000 and the services will be delivered to locations including the UK and surrounding areas.

This tender presents a significant opportunity for businesses specialising in customer contact services, particularly those capable of providing innovative and effective out-of-hours solutions. Companies that meet the eligibility criteria, such as being UK-domiciled, having existing systems for out-of-hours service, and holding relevant certifications like ISO 9001:2015, would be well-positioned to compete. Suppliers are encouraged to engage with Accent Housing through consultations scheduled from 15th February to 8th March 2019, which will help identify capable providers for this critical service.

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Notice Information

Notice Title

Market Engagement - Out of hours contact centre services

Notice Description

This is a Prior Information Notice (PIN) to establish the level of interest from potential suppliers of Out of Hours Contact Centre Services to allow Accent to meet its Customer needs. The procurement itself is expected to commence in early April 2019 and be completed by late May 2019. Our intention is that the mobilisation of the services and system will commence mid to late June 2019. The solution centres around the provision of Out of Hours and Business Continuity related Contact Centre Services together with timely meaningful management information around usage and performance for the service. Accent wishes to procure best of breed, innovative and demonstrably effective Out of Hours and Business Continuity related contact centre cover. We expect that the service will provide dedicated customer response resources to deliver out of hours and business continuity related cover, together with access to a full suite of reports including, but not limited to, real-time statistical information based on daily, hourly and 15 minute intervals. In addition, we anticipate that the supplier will have their own detailed business continuity and 5 year business plan in place. To ensure that we have the best possible understanding of the products available in the market, Accent is opening a consultation opportunity from 15th February 2019 through to 8th March 2019. During this period, we invite contact from suitably accredited and experienced UK domiciled economic operators to assist us to identify a responsive, high quality customer focused Out of Hours and BC related Customer Contact Centre offering together with detailed real-time analysis and measurement systems. There are a maximum of 9 market engagement sessions on offer over the three days from 26th February through to 28th February 2019 and they will be allocated on a strictly first come first served basis for any supplier who can evidence, as an absolute minimum, meeting all of the minimum eligibility criteria set out below. * UK domiciled economic operator * Provide existing Out of Hours and Business Continuity related Customer Contact Centre System & Services * Members of Call Centre Management (CCMA) and or * Customer Contact Centre (CCA) Global Standard Accreditation * ISO 9001: 2015 Quality management system If you wish to attend one of the Supplier Events, and are confident that you meet the criteria, please register your interest only via the ProContract Messaging System: emails directly to Accent employees will be deleted unread.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6e480b82-b2fa-4829-8309-555a10dfd289
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£200,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
13 Feb 20197 years ago
Submission Deadline
Not specified
Future Notice Date
22 Mar 2019Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ACCENT HOUSING
Contact Name
Chris Cuthell
Contact Email
tenders@accentgroup.org
Contact Phone
+44 3456780555

Buyer Location

Locality
SHIPLEY
Postcode
BD17 7SW
Post Town
Bradford
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE41 Bradford
Delivery Location
Not specified
Local Authority
Bradford
Electoral Ward
Baildon
Westminster Constituency
Shipley

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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