Tender

Consultant review of call centre operations and resource

PROGRESS HOUSING GROUP

This public procurement record has 1 release in its history.

Tender

21 Jun 2017 at 14:40

Tender Notice
Summary of the contracting process

The procurement process titled "Consultant review of call centre operations and resource" is being conducted by Progress Housing Group, a registered provider of social housing based in the North West of England. The tender is classified under the business services industry, specifically focusing on consulting services related to call centre operations. The current stage of this procurement is open, with the tender period set to end on 12th July 2017. The contract term is anticipated to commence around mid-August 2017 and will conclude on 14th September 2017, with a budget of £20,000 allocated for this consultation project.

This tender offers a significant opportunity for businesses specialising in consultancy services, particularly those with expertise in customer contact management and call centre operations. Companies that are adept in providing technological support and resource planning within similar contexts would be well-suited to compete for this contract. As Progress Housing Group aims to enhance its service delivery while driving value for money, firms that share its commitment to efficiency and effectiveness in service provision will likely find this procurement to be a fitting avenue for business growth.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Consultant review of call centre operations and resource

Notice Description

Progress Housing Group together with its subsidiary companies provide a diverse range of housing solutions and related services throughout the UK including social and affordable rent, shared ownership, market rent, sheltered housing and housing for people with specialist needs. The subsidiaries of Progress Housing Group are New Progress Housing Association Limited, New Fylde Housing Limited and Progress Care Housing Association Limited. This tender is for Progress Housing Group on behalf of the company itself, its present and future subsidiaries and associated bodies (together "the Group"). The Group are registered providers of social housing and are regulated by the Homes and Communities Agency. The Group are largely registered with charitable status with the exception of the parent company Progress Housing Group has offices in the North West of England (mainly South Ribble & Fylde Coast) and also in Leeds, Lincoln & Boston. The bidders are to provide the appropriate technology and resources and associated support with the specific requirement set out in this ITT across the lifetime of this contract Progress Housing Group has a stock of approximately 10,000 properties, the majority being in the North-West of England (approximately two thirds) with the remainder spread across England and a number in Scotland also. The budget annual turnover is approximately PS74.5 million in for the financial year 2016/2017 With the current emphasis on value for money, the Group now wishes to formalise the Progress Connect & Control Centre services it uses in order to drive value for money. The Group intends that this is done in a compliant and non-discriminatory way adopting a robust procurement process which secures Bidders who share the Group's values and help the Group to secure its strategic aims: To find out more go to www.progressgroup.org.uk Scope of Service : There are two departments that currently undertake customer contact services for housing Progress Connect and Progress Lifeline. Due to the expansion and the changing expectation of the staff and service there is a requirement to effectively coordinate the work and resources in both areas. We require input and recommendations from a consultant with expertise in the management of customer contact into a 'call centre' style operation to ensure work is being handled efficiently. Planning of resource has also been problematic in both areas due to the lack of a resource planner. Contract term This is a one off consultation project with time spent in both departments (roughly a week in total) with a report being prepared within 4 weeks. The anticipated start date would be mid August 2017 (w/c 14th or 21st August) with recommendations submitted mid September 2017.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/fe576c36-ce08-42b5-8165-6517b3197930
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open 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

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79500000 - Office-support services

79512000 - Call centre

Notice Value(s)

Tender Value
£20,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
21 Jun 20178 years ago
Submission Deadline
12 Jul 2017Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
13 Aug 2017 - 14 Sep 2017 1-6 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
PROGRESS HOUSING GROUP
Contact Name
Lindsey Barrow
Contact Email
lbarrow@progressgroup.org.uk
Contact Phone
+44 1772450600

Buyer Location

Locality
LEYLAND
Postcode
PR25 2LW
Post Town
Preston
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD45 Mid Lancashire
Delivery Location
TLD North West (England)
Local Authority
South Ribble
Electoral Ward
Leyland Central
Westminster Constituency
South Ribble

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d-2017-06-21T15:40:59+01:00",
    "date": "2017-06-21T15:40:59+01:00",
    "ocid": "ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "PROGRESS001-DN283346-00289416",
        "title": "Consultant review of call centre operations and resource",
        "description": "Progress Housing Group together with its subsidiary companies provide a diverse range of housing solutions and related services throughout the UK including social and affordable rent, shared ownership, market rent, sheltered housing and housing for people with specialist needs. The subsidiaries of Progress Housing Group are New Progress Housing Association Limited, New Fylde Housing Limited and Progress Care Housing Association Limited. This tender is for Progress Housing Group on behalf of the company itself, its present and future subsidiaries and associated bodies (together \"the Group\"). The Group are registered providers of social housing and are regulated by the Homes and Communities Agency. The Group are largely registered with charitable status with the exception of the parent company Progress Housing Group has offices in the North West of England (mainly South Ribble & Fylde Coast) and also in Leeds, Lincoln & Boston. The bidders are to provide the appropriate technology and resources and associated support with the specific requirement set out in this ITT across the lifetime of this contract Progress Housing Group has a stock of approximately 10,000 properties, the majority being in the North-West of England (approximately two thirds) with the remainder spread across England and a number in Scotland also. The budget annual turnover is approximately PS74.5 million in for the financial year 2016/2017 With the current emphasis on value for money, the Group now wishes to formalise the Progress Connect & Control Centre services it uses in order to drive value for money. The Group intends that this is done in a compliant and non-discriminatory way adopting a robust procurement process which secures Bidders who share the Group's values and help the Group to secure its strategic aims: To find out more go to www.progressgroup.org.uk Scope of Service : There are two departments that currently undertake customer contact services for housing Progress Connect and Progress Lifeline. Due to the expansion and the changing expectation of the staff and service there is a requirement to effectively coordinate the work and resources in both areas. We require input and recommendations from a consultant with expertise in the management of customer contact into a 'call centre' style operation to ensure work is being handled efficiently. Planning of resource has also been problematic in both areas due to the lack of a resource planner. Contract term This is a one off consultation project with time spent in both departments (roughly a week in total) with a report being prepared within 4 weeks. The anticipated start date would be mid August 2017 (w/c 14th or 21st August) with recommendations submitted mid September 2017.",
        "datePublished": "2017-06-21T15:40:59+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79000000",
            "description": "Business services: law, marketing, consulting, recruitment, printing and security"
        },
        "additionalClassifications": [
            {
                "scheme": "CPV",
                "id": "79500000",
                "description": "Office-support services"
            },
            {
                "scheme": "CPV",
                "id": "79512000",
                "description": "Call centre"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "North West",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 20000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "tenderPeriod": {
            "endDate": "2017-07-12T23:59:59+01:00"
        },
        "contractPeriod": {
            "startDate": "2017-08-14T00:00:00+01:00",
            "endDate": "2017-09-14T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": false
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/fe576c36-ce08-42b5-8165-6517b3197930",
                "datePublished": "2017-06-21T15:40:59+01:00",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-4337",
            "name": "Progress Housing Group",
            "identifier": {
                "legalName": "Progress Housing Group"
            },
            "address": {
                "streetAddress": "Sumner House, 21 King Street",
                "locality": "Leyland",
                "postalCode": "PR25 2LW",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Lindsey Barrow",
                "email": "lbarrow@progressgroup.org.uk",
                "telephone": "+44 1772450600"
            },
            "details": {
                "url": "http://www.progressgroup.org.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-4337",
        "name": "Progress Housing Group"
    }
}