Award

Out of Hours Call Handling Service (2023)

LONDON BOROUGH OF HACKNEY

This public procurement record has 1 release in its history.

Award

28 Nov 2023 at 16:13

Award Notice
Summary of the contracting process

The London Borough of Hackney has awarded a contract for the "Out of Hours Call Handling Service (2023)" to SPS Doorguard Ltd. The procurement process aimed to identify a supplier to provide a telephone call handling service outside normal operating hours, weekends, and holidays, with emergency response support. The contract value is £226,380 GBP, starting on February 1, 2024, and ending on February 1, 2026. The procurement stage was an open procedure, with the tender period ending on September 6, 2023. The service falls under the customer-care services category and is suitable for SMEs.

This tender opportunity with the London Borough of Hackney presents a chance for businesses experienced in providing high-standard call handling services to secure a contract and expand their operations. Companies with a proven track record of delivering similar services in the UK, focusing on customer care, are well-suited to compete. By demonstrating expertise in delivering telephone call handling services, businesses can explore growth opportunities and potentially secure long-term contracts with the Council.

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Notice Information

Notice Title

Out of Hours Call Handling Service (2023)

Notice Description

This procurement process is to identify a suitable supplier to undertake the delivery of an 'Out of Hours' (OOH) telephone call handling service for residents of the Council and other organisations that Hackney Council takes inbound Calls from on behalf of. The supplier will provide a telephone call handling service outside of the Council's normal operating hours of 09:00-17:00, weekends and bank holidays in addition to possible emergency response to support the council's statutory duties. The Council requires a supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The supplier will be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e8f99729-388d-44da-85e3-0aa5fd9ed75c
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79342300 - Customer services

79342320 - Customer-care services

Notice Value(s)

Tender Value
£226,380 £100K-£500K
Lots Value
Not specified
Awards Value
£226,380 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Nov 20232 years ago
Submission Deadline
6 Sep 2023Expired
Future Notice Date
Not specified
Award Date
6 Nov 20232 years ago
Contract Period
1 Feb 2024 - 1 Feb 2026 2-3 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 HACKNEY
Contact Name
Imoudu Idornigie
Contact Email
imoudu.idornigie@hackney.gov.uk
Contact Phone
+44 2083563000

Buyer Location

Locality
HACKNEY
Postcode
E8 1DY
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
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
Hackney
Electoral Ward
Hackney Central
Westminster Constituency
Hackney South and Shoreditch

Supplier Information

Number of Suppliers
1
Supplier Name

SPS DOORGUARD

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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