Tender

Out of Hours Telephone Handling Service

LONDON BOROUGH OF HACKNEY

This public procurement record has 1 release in its history.

Tender

02 Oct 2020 at 13:34

Tender Notice
Summary of the contracting process

The London Borough of Hackney is currently seeking suppliers for an 'Out of Hours Telephone Handling Service', aimed at managing inbound calls for residents and other organisations outside of normal operating hours. This tender, identified by reference HACK001-DN501237-22113007, is classified under telephone-answering services (CPV code 79510000) and is estimated to be worth £240,000. The tender active period is set to conclude on 2nd November 2020, with the potential contract duration beginning 1st April 2021 and lasting for one year, plus an optional extension. The procurement method employed is selective, following a restricted procedure.

This tender presents significant opportunities for businesses specialising in telephone services, particularly those with experience in handling high-call volumes and providing exceptional customer service. Small and medium enterprises (SMEs) are encouraged to participate, given the suitability classification of the contract. Competitors should ideally possess a proven track record within the UK's local government sector, showcasing their ability to deliver reliable support that aligns with emergency response requirements and statutory council duties.

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Notice Information

Notice Title

Out of Hours Telephone Handling Service

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. The contract duration will be for 1 year with a 1-year optional extension. It is estimated that the new contract will commence April 2021.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/afbdc8a5-8785-4002-816a-9f8b179dd1b8
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
Tender Suitability
SME
Awardee Scale
Not specified

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
£240,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
2 Oct 20205 years ago
Submission Deadline
2 Nov 2020Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Mar 2021 - 31 Mar 2022 6-12 months
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
LONDON BOROUGH OF HACKNEY
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

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
TLI London
Local Authority
Hackney
Electoral Ward
Hackney Central
Westminster Constituency
Hackney South and Shoreditch

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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