Award

Tender for the provision of the emergency out of hours telephone answering service - Herefordshire Council

HEREFORDSHIRE COUNCIL

This public procurement record has 2 releases in its history.

Award

02 Apr 2025 at 11:51

Award Notice
Tender

05 Feb 2025 at 20:25

Tender Notice
Summary of the contracting process

Herefordshire Council has completed the procurement process for an emergency out of hours telephone answering service, which includes coverage during evenings, weekends, and bank holidays. This service covers various council areas such as environmental health, trading standards, highways, homelessness, and adult social care. The contract was awarded to Careium UK Limited and will commence on 31 March 2025, for a two-year period until 31 March 2027, with an option to extend for up to 24 months, subject to further internal governance and budget approval. This procurement, classified under "Telephone-answering services" (CPV 79510000), was conducted via an open procedure and is valued at £94,000. The key dates include the tender period ending on 26 February 2025, the contract start date on 21 March 2025, and the award publication date on 2 April 2025. The service will be delivered within the West Midlands region of the United Kingdom.

This tender represents a ripe opportunity for businesses specialising in telephone answering and switchboard services to expand their portfolio, particularly those small and medium-sized enterprises (SMEs) eager to engage with local government contracts. Given the service's scope across multiple vital council sectors, participating businesses can showcase their versatility and reliability in handling emergency communication effectively. It is well-suited for firms with experience in managing high-volume public service calls and those looking to reinforce their presence in the public sector through long-term engagements. The open procurement method ensures a fair competitive process, encouraging innovation and quality service delivery that can bolster business growth and reputation.

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Notice Information

Notice Title

Tender for the provision of the emergency out of hours telephone answering service - Herefordshire Council

Notice Description

Herefordshire Council is seeking to appoint a supplier to deliver the emergency out of hours telephone answering service, including evenings, weekends and bank holidays. The council operate an emergency out of hours telephone service for members of the public, covering a number of different council areas, such as environmental health and trading standards, highways, homelessness and adult social care. The service will commence on 31 March 2025 for a period of two years until 31 March 2027, with the option to extend for further periods up to 24 months, subject to further internal governance, budget approval and satisfactory Supplier performance. Additional information: Herefordshire Council has published this contract opportunity on the 'Supplying the Southwest Portal'. To view the documentation related to this opportunity you will need to register on the portal if you are not already registered with Procontract, and express an interest in the opportunity. To register with Procontract on the Supplying the Southwest Portal, click on the link below or copy and paste the link into your browser's address bar: https://www.supplyingthesouthwest.org.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-cd48b9cd-247b-4bb9-bde6-d87c054fba12
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5a63dced-673b-498f-b446-4a57ab35939b
Current Stage
Award
All Stages
Tender, 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
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

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

CPV Codes

64214200 - Telephone switchboard services

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£94,000 Under £100K
Lots Value
Not specified
Awards Value
£90,960 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
2 Apr 202510 months ago
Submission Deadline
26 Feb 2025Expired
Future Notice Date
Not specified
Award Date
31 Mar 202510 months ago
Contract Period
1 Apr 2025 - 31 Mar 2027 1-2 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
HEREFORDSHIRE COUNCIL
Contact Name
Aksana Hironak
Contact Email
aksana.hironak@herefordshire.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
HEREFORD
Postcode
HR4 0LE
Post Town
Hereford
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG1 Herefordshire, Worcestershire and Warwickshire
Small Region (ITL 3)
TLG11 Herefordshire, County of
Delivery Location
TLG West Midlands (England)
Local Authority
Herefordshire, County of
Electoral Ward
Widemarsh
Westminster Constituency
Hereford and South Herefordshire

Supplier Information

Number of Suppliers
1
Supplier Name

CAREIUM

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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