Tender

LDS OUT OF HOURS HELPDESK SERVICE PROVISION/RES/PRO/2021

OPEN UNIVERSITY(THE)

This public procurement record has 2 releases in its history.

TenderAmendment

16 Dec 2021 at 09:46

Tender Notice
Tender

16 Dec 2021 at 09:38

Tender Notice
Summary of the contracting process

The Open University, located in Milton Keynes, is currently undertaking the procurement process for an "Out of Hours Helpdesk Service Provision" (Tender ID: OUPA10710) valued at £400,000. This tender falls under the services category, specifically classified as call centre operations. The procurement method is selective, employing a restricted procedure due to its above-threshold nature. The deadline for submitting tenders is set for 18 January 2022, with the contract expected to commence on 13 April 2022 and run until 12 April 2026.

This opportunity presents significant potential for businesses specialising in call centre services and IT support, particularly those capable of providing multichannel assistance such as telephony, web chat, and email. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, as the Open University is particularly open to innovative solutions from these sectors. Firms equipped to deliver high levels of customer service, technical support, and logistics management for educational materials could position themselves strongly to meet the Open University's needs.

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Notice Information

Notice Title

LDS OUT OF HOURS HELPDESK SERVICE PROVISION/RES/PRO/2021

Notice Description

The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU. Documents are available for free, full and unrestricted access at the following link: https://in-tendhost.co.uk/openuniversity

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/76784692-86e5-45c3-b554-022545b76e39
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

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
£400,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
16 Dec 20214 years ago
Submission Deadline
18 Jan 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
12 Apr 2022 - 12 Apr 2026 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OPEN UNIVERSITY(THE)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MILTON KEYNES
Postcode
MK7 6AA
Post Town
Milton Keynes
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ12 Milton Keynes
Delivery Location
Not specified
Local Authority
Milton Keynes
Electoral Ward
Monkston
Westminster Constituency
Milton Keynes Central

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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