Award

HWRC Call-Handling Service

HAMPSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

08 Mar 2021 at 10:15

Award Notice
Summary of the contracting process

The Hampshire County Council, based in Winchester, England, has awarded a contract titled "HWRC Call-Handling Service" for telephone-answering services in the waste management industry. This procurement process, which followed a selective method as a call-off from a framework agreement, was initiated to provide support for residents unable to book online appointments due to pandemic-related restrictions. The contract commenced on 1 February 2021 and is set to conclude on 31 July 2021. Although the initial contract period is six months, there is potential for an extension based on resource needs. The total contract value is approximately £252,631.56, with a minimum value of £126,315.78.

This tender presents significant opportunities for businesses specialising in call-handling and customer service solutions, particularly small and medium-sized enterprises (SMEs). Companies that have experience in high-volume telephone booking systems or those capable of implementing user-friendly telecommunications solutions would be particularly well-suited to compete for similar contracts. With the growing need for flexible booking services in public sector waste management, suppliers can aim to enhance their portfolios and expand clientele by engaging in such contracts.

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Notice Information

Notice Title

HWRC Call-Handling Service

Notice Description

Background Hampshire County Council (the Authority) is a major county council situated in southern England, providing public services to over 1.3 million residents. Working with Southampton and Portsmouth city councils, through its statutory duty as a designated Waste Disposal Authority (WDA) it manages a network of 26 Household Waste Recycling Centres (HWRCs). Following a period of closure during the first Covid-19 lockdown in Spring 2020, Hampshire's HWRC reopened with a number of restrictions in order to maintain social distancing measures. Some sites experienced severe congestion however and the decision was taken to introduce an online booking service from 15 June 2020. While every effort was made to encourage residents to use the online route, it was recognised that a minority of the population needed an alternative means of booking if they were unable to use the internet for some reason. A temporary external phone line was set up for this purpose as the County Council's own call centre was suspended to all but critical service calls due to the pandemic. Hampshire County Council is seeking to explore opportunities to continue to provide a telephone booking line beyond the end of the existing contract. Expected call volumes are such that the County Council does not feel it can manage this internally so would be looking for an external organisation to partner with us to provide this specific service for a further period. Scope of the Contract The primary aim of the project is to provide an alternative option for those residents unable to book online. A smooth, effective service is required to assist residents with their requests, however there should equally be a commitment to actively encouraging as much customer channel shift as possible and encouraging use of the online portal as the quickest and simplest way of making a booking. A small proportion of booking slots (around 5%) are made available exclusively to telephone bookings every day. Agents should courteously assist with requests to book a slot, advising them of the available times. The contract would be for six months initially, with scope to extend for a further six months if resource and demand requires this. An internal review will be conducted at that point to evaluate capacity to take this service in-house.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1b6ebff8-aeb3-4ebf-9cca-34b6a3af6097
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
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
£252,631 £100K-£500K
Lots Value
Not specified
Awards Value
£126,315 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
8 Mar 20214 years ago
Submission Deadline
20 Jan 2021Expired
Future Notice Date
Not specified
Award Date
29 Jan 20215 years ago
Contract Period
1 Feb 2021 - 31 Jul 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

BLOOM PROCUREMENT SERVICES

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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