Award

Out of Hours Call Handling

LONDON BOROUGH OF SUTTON

This public procurement record has 1 release in its history.

Award

20 Jun 2024 at 09:45

Award Notice
Summary of the contracting process

The London Borough of Sutton has awarded a contract for the provision of an out of hours call handling service, with a total value of £166,000. The service covers a wide range of call types and operates 24/7 including weekends and bank holidays. The contract period extends from 13th February 2023 to 12th February 2026.

This procurement opportunity is suitable for small and medium enterprises (SMEs) seeking to provide call center services in the UK. The London Borough of Sutton is the buying organisation, and the industry category is office-support services. The contract was awarded to SITEL (now rebranded as Foundever GB Ltd.) and presents potential for business growth in the service sector.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Out of Hours Call Handling

Notice Description

Provision of an out of hours (OOH) call handling service for the boroughs Sutton, Kingston, Merton and Richmond. This service will provide the front door for an Emergency Duty Team (EDT) service for Adult's and Children's social care calls as well as other non-social care calls from the general public. The non-social care calls can range from reporting a dangerous structure or a pothole in the area. This service covers all incoming calls between the hours of 5pm and 8am Monday to Friday and 24 hours throughout the whole weekend plus bank holiday.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4e476526-5887-419b-8e54-d7d2e676711f
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79500000 - Office-support services

79512000 - Call centre

Notice Value(s)

Tender Value
£166,000 £100K-£500K
Lots Value
Not specified
Awards Value
£166,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
20 Jun 20241 years ago
Submission Deadline
5 Aug 2022Expired
Future Notice Date
Not specified
Award Date
24 Oct 20223 years ago
Contract Period
13 Feb 2023 - 12 Feb 2026 3-4 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
LONDON BOROUGH OF SUTTON
Contact Name
Not specified
Contact Email
commmercial.procurement@sutton.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
SUTTON
Postcode
SM1 1EA
Post Town
Sutton
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI6 Outer London - South
Small Region (ITL 3)
TLI63 Merton, Kingston upon Thames and Sutton
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Sutton
Electoral Ward
Sutton Central
Westminster Constituency
Sutton and Cheam

Supplier Information

Number of Suppliers
1
Supplier Name

SITEL

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0-2024-06-20T10:45:29+01:00",
    "date": "2024-06-20T10:45:29+01:00",
    "ocid": "ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "LBSUT001-DN617038-17289420",
        "title": "Out of Hours Call Handling",
        "description": "Provision of an out of hours (OOH) call handling service for the boroughs Sutton, Kingston, Merton and Richmond. This service will provide the front door for an Emergency Duty Team (EDT) service for Adult's and Children's social care calls as well as other non-social care calls from the general public. The non-social care calls can range from reporting a dangerous structure or a pothole in the area. This service covers all incoming calls between the hours of 5pm and 8am Monday to Friday and 24 hours throughout the whole weekend plus bank holiday.",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79500000",
            "description": "Office-support services"
        },
        "additionalClassifications": [
            {
                "scheme": "CPV",
                "id": "79512000",
                "description": "Call centre"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "England",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 166000,
            "currency": "GBP"
        },
        "procurementMethodDetails": "Other -",
        "tenderPeriod": {
            "endDate": "2022-08-05T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2023-02-13T00:00:00Z",
            "endDate": "2026-02-12T23:59:59Z"
        },
        "suitability": {
            "sme": true,
            "vcse": false
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-CFS-49629",
            "name": "London Borough of Sutton",
            "identifier": {
                "legalName": "London Borough of Sutton"
            },
            "address": {
                "streetAddress": "Civic Offices, St Nicholas Way",
                "locality": "Sutton",
                "postalCode": "SM1 1EA",
                "countryName": "England"
            },
            "contactPoint": {
                "email": "commmercial.procurement@sutton.gov.uk"
            },
            "details": {
                "url": "http://www.sutton.gov.uk/"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-CFS-286829",
            "name": "SITEL",
            "identifier": {
                "legalName": "SITEL"
            },
            "address": {
                "streetAddress": "Earlsdon Park 55 Butts Road Coventry CV1 3BH"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-49629",
        "name": "London Borough of Sutton"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0-1",
            "status": "active",
            "date": "2022-10-25T00:00:00+01:00",
            "datePublished": "2024-06-20T10:45:29+01:00",
            "value": {
                "amount": 166000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-CFS-286829",
                    "name": "SITEL"
                }
            ],
            "contractPeriod": {
                "startDate": "2023-02-13T00:00:00Z",
                "endDate": "2026-02-12T23:59:59Z"
            },
            "description": "Since the original contract was awarded SITEL have rebranded as Foundever GB Ltd.",
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/4e476526-5887-419b-8e54-d7d2e676711f",
                    "datePublished": "2024-06-20T10:45:29+01:00",
                    "format": "text/html",
                    "language": "en"
                }
            ]
        }
    ]
}