Award

The Provision of London Borough of Havering Out of Hours Call Handling Service

ONESOURCE

This public procurement record has 1 release in its history.

Award

01 Apr 2021 at 13:16

Award Notice
Summary of the contracting process

The procurement process involves the London Borough of Havering, specifically through their buyer oneSource, for the provision of an "Out of Hours" call handling service. This tender falls within the services industry category and was conducted using an open procurement method. The contract has been awarded to Pinnacle Connect Limited, and it is set to commence on 1st April 2021 for a period of five years, with an option for a two-year extension, concluding on 31st March 2027. The tender period ended on 29th March 2021, and the contract value amounts to £651,243, with delivery based in Romford, London.

This tender presents opportunities for businesses specialising in emergency call handling and customer service solutions, particularly those capable of operating an omni-channel communication model. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) would be well-positioned to compete, given their suitability for this contract category. Businesses with proven capabilities in providing similar services or innovative communication technologies may find this an attractive opportunity to expand their operations within the local government sector.

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Notice Information

Notice Title

The Provision of London Borough of Havering Out of Hours Call Handling Service

Notice Description

The provision to the delivery of an emergency 'Out of Hours' call handling service on behalf of Havering Council. This service is available to all residents in the borough. The Out of Hours service will make it easy for residents to report a wide range of emergencies outside of normal office hours. Whilst the service currently operates solely via telephone, we envisage an omni-channel operating model to be developed and rolled out in the future enabling residents to be able to report incidents using a variety of alternative channels. The contract will be for a period of 5 years with an option to extend for a further 2 years. It is intended that the contract will commence on 1st April 2021. Havering is located on the border of London and Essex. The borough has a rich cultural history and is home to around 250,000 people. The borough is diverse with both areas of affluence as well as pockets of deprivation. At its centre, is Romford, an area with excellent shopping facilities as well as a vibrant night time economy. Romford is actually visited by over 200,000 people per week.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c251678c-2abf-4eb5-be89-2ea016416228
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 (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£651,243 £500K-£1M
Lots Value
Not specified
Awards Value
£651,243 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
1 Apr 20214 years ago
Submission Deadline
29 Mar 2021Expired
Future Notice Date
Not specified
Award Date
29 Mar 20214 years ago
Contract Period
31 Mar 2021 - 31 Mar 2027 Over 5 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
ONESOURCE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
ROMFORD
Postcode
RM1 3BB
Post Town
Romford
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI5 Outer London - East and North East
Small Region (ITL 3)
TLI52 Barking & Dagenham and Havering
Delivery Location
TLI London
Local Authority
Havering
Electoral Ward
St Edward's
Westminster Constituency
Romford

Supplier Information

Number of Suppliers
1
Supplier Name

PINNACLE CONNECT

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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