Planning

Housing Repairs Call Centre - Market Engagement

LONDON BOROUGH OF LAMBETH

This public procurement record has 3 releases in its history.

Planning

03 May 2023 at 10:22

Market Engagement Notice
Planning

02 May 2023 at 14:53

Market Engagement Notice
Planning

02 May 2023 at 12:56

Market Engagement Notice
Summary of the contracting process

The London Borough of Lambeth is conducting a market engagement for the Housing Repairs Call Centre. The project aims to reshape the method of delivering Housing Repairs Call Centre Services through outsourcing resources and insourcing technology. Market feedback is sought to define the Council's requirements before the engagement end date of 16th May 2023. The project falls under the industry categories of Data services, Computer-related services, Computer network services, Administration services, Provision of services to the community, and Office-support services.

This market engagement opportunity presents a chance for small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organizations to participate. Businesses able to provide Call Centre software, hardware, and call centre staff, as well as those experienced in omnichannel communications, repairs and emergency call handling services, diagnostics, and service delivery operations would be well-suited to compete. The London Borough of Lambeth is focused on achieving high levels of service delivery and requires suppliers to align with their standards and digital enablement strategies.

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Notice Information

Notice Title

Housing Repairs Call Centre - Market Engagement

Notice Description

Lambeth are driving forward a project to change the way we deliver our Housing Repairs Call Centre Services. The Council is carrying out market engagement to assist in understanding the market's approach to the provision of Housing Repairs Call Centre Services to help the Council define its requirements. The authorities proposed model will be outsourced resources and insource technology. Therefore the supplier will provide call centre staff and Lambeth will provide all technology to enable management of contact We are keen to gain market insight around our draft high-level requirements detailed below: 1. Delivery of a solution where Call Centre software is to be provided by the authority (Telephony, Chat Bots, Portal, CRM, AI, Web Chat, diagnostics) with Hardware to be provided by the Supplier. 2. Contact Centre to effectively handle inbound and outbound omnichannel communications to provide a quality experience for Lambeth Housing customers. To include the effective sharing and/ or capture of relevant information and the correct routing of calls to service areas when appropriate 3. Provision of Repairs and Emergency Call Handling Service covering the Standard Working Hours for contact centre of 8am to 8pm and 8am to 1pm Saturday 4. Delivery of a solution that has ability to support co-location functions (virtually or physically) between different services/teams at a minimum to include schedulers and the call centre) 5. Delivery a solution meets the specific needs of Lambeth's diverse customer base 6. Ability for the Supplier to manage peaks and troughs in demand 7. Provision of agents that are trained in diagnostics of repairs 8. Process and operational procedures to be defined by Lambeth and implemented by the supplier. Including achievement of defined Key Performance Indicators and Service Level Agreements. 9. Supplier will be required to liaise with Out of Hours repairs provider. 10. Liaison and alignment with works contractors 11. Supporting Lambeth attain its required standard of service delivery (including supporting digital enablement) The Council is keen to gain market feedback from Housing Repairs Call Centre operators on the Council's high-level requirements. These high level requirement have been outlined in the attached Market Engagement Requirements. Suppliers are asked to make their response by 16 May 2023 T 12 noon.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0
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
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

75 - Administration, defence and social security services

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

CPV Codes

72300000 - Data services

72500000 - Computer-related services

72700000 - Computer network services

75100000 - Administration services

75200000 - Provision of services to the community

79500000 - Office-support services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
3 May 20232 years ago
Submission Deadline
Not specified
Future Notice Date
16 May 2023Expired
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
LONDON BOROUGH OF LAMBETH
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW2 1NR
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
Not specified
Local Authority
Lambeth
Electoral Ward
Brixton Rush Common
Westminster Constituency
Clapham and Brixton Hill

Further Information

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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