Award

HWRC Call-Handling Service

HAMPSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

08 Mar 2021 at 10:33

Award Notice
Summary of the contracting process

The procurement process involves Hampshire County Council seeking a call-handling service for its Household Waste Recycling Centres (HWRC), with an award for the contract titled "HWRC Call-Handling Service." This service aims to manage the increased demand following the reopening of HWRCs after COVID-19 restrictions. The procurement was conducted through a direct method, classified under telephone-answering services, with a contract value of £179,165. The contract period commenced on 6th June 2020 and concluded on 31st January 2021, while the award was published on 8th March 2021.

This tender presents substantial growth opportunities for small and medium-sized enterprises (SMEs) in the communications sector, particularly those specialising in call centre services. Businesses that can efficiently scale their operations to provide flexible, temporary support systems would be well-suited for similar contracts, especially those aiming to meet urgent needs within public service frameworks. By engaging in such tenders, companies can expand their client portfolio and enhance their service offerings in response to evolving community demands.

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Notice Information

Notice Title

HWRC Call-Handling Service

Notice Description

As result of the COVID-19 situation the HWRC service had to be closed on the 24 March 2020 in line with Government rules to prevent the spread of the virus. On the 11 May, following instruction by the Minister for Housing, Communities and Local Government, all 26 sites were re-opened with demand high from the outset and increasing significantly after the first 7 days of operation. Significant traffic management was rolled out at all sites however significant queues resulted which had a significant impact on both other road users and businesses trying to get up and running following the lockdown. There are also a number of sites where the traffic queues presented a danger to the other road users with people undertaking dangerous manoeuvres to avoid the queues. As a result, a booking system was introduced for residents to use to access an HWRC and control the number of people that can use a site with each having a 30 minute window and those without a booking being turned away. This contract was required in order to provide a call handling service to run alongside the introduction of the booking system for the HWRC service. Having undertaken an Equalities Impact Assessment for the introduction of the service it showed that there could be a negative impact for two of the characteristics 'Age' and 'Poverty' placing residents at a disadvantage where they might not be able to access the internet therefore preventing them from being able to access the HWRC service. Due to the speed at which the system was introduced, it was critical that this service was in place and the County Council did not have the ability to immediately accommodate this in-house. Angel Call Handling were identified as being a Hampshire based, SME supplier who would be able to deliver the required interim service at very short notice and a flexible basis that would minimise the cost but monitoring call volumes and flexing the payment approach to suit the volume. This is an interim measure whilst a compliant procurement is conducted.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/15520075-6ed9-47f6-90b2-8821880454ca
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Single tender action (below threshold)
Tender Suitability
SME
Awardee Scale
SME

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
£179,165 £100K-£500K
Lots Value
Not specified
Awards Value
£179,165 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
8 Mar 20214 years ago
Submission Deadline
5 Jun 2020Expired
Future Notice Date
Not specified
Award Date
4 Jun 20205 years ago
Contract Period
5 Jun 2020 - 31 Jan 2021 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
HAMPSHIRE COUNTY 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
WINCHESTER
Postcode
SO23 8ZB
Post Town
Southampton
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ3 Hampshire and Isle of Wight
Small Region (ITL 3)
TLJ36 Central Hampshire
Delivery Location
TLJ South East (England)
Local Authority
Winchester
Electoral Ward
St Michael
Westminster Constituency
Winchester

Supplier Information

Number of Suppliers
1
Supplier Name

ANGEL CALL-HANDLING

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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