Award

Contact Centre Services

UNIVERSITY OF NOTTINGHAM (THE)

This public procurement record has 2 releases in its history.

Award

13 Jul 2021 at 09:05

Award Notice
Award

19 May 2021 at 15:36

Award Notice
Summary of the contracting process

The University of Nottingham is seeking a provider for Contact Centre Services to support their call centre operation for the University Clearing process from 1st July 2021 to 31st August 2021. Due to the increased uncertainty stemming from Covid-19, they require a substantial number of call handlers, particularly from 10th to 12th August when the staffing need could rise to 300. The procurement process, which was classified under the services category with CPV code 79512000 (call centre), was implemented through a limited procedure without prior publication, with the intended contract value of £350,000. The contract was awarded to Serco Limited following an assessment of bids during a time-sensitive negotiation phase.

This tender opportunity presents significant growth potential for businesses specialising in call centre operations, particularly those equipped to rapidly scale resources during peak periods. Companies experienced in handling high volumes of incoming calls and providing training and transition support would be well-positioned to compete in this procurement. The adaptability and swift deployment of resources, especially in a context influenced by Covid-19, will likely be crucial factors in securing contracts in similar tenders in the future.

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Notice Information

Notice Title

Contact Centre Services

Notice Description

A Contact Centre Service provider is required to support the University's call centre operation for the University Clearing process from the 1st July 2021 to 31st August. The university cannot resource the prolonged call centre support that is needed this year, due to the increased uncertainty within the applicant community caused by the Covid-19 impacts on study and examinations. During this period it is anticipated that 20 call handlers will be required, rising to 300 during the 10th to 12th August 2021. Call handlers are required to support on three types of line: Clearing Hotline; Confirmation Hotline; Medicine & Health Sciences Hotline.

Lot Information

Lot 1

Contact Centre Services contract to provide the anticipated call handlers, training and the necessary resources to support the transition and mobilisation of the service.

Options: The term of the agreement may be extended for a further 12 months

Procurement Information

Under Regulation 32(2)(a), contracting authorities may award public contracts by a negotiated procedure without prior publication where no tenders, no suitable tenders, no requests to participate or no suitable requests to participate have been submitted in response to an open procedure or a restricted procedure, provided that the initial conditions of the contract are not substantially altered and that a report is sent to the Commission where it so requests. Following an Expression Of Interest to the Commercial Services Framework RM3815, Lot 2 - Contact Centre Services, only two out of the eight suppliers on the framework confirmed their interest to participate. The authority proceeded to conduct a Further Competition via the Crown Commercial Services Framework RM3815, Lot 2 - Contact Centre Services but only received one noncompliant bid from Serco Limited. The authority has considered the options arising as a consequence of the above processes and in light of the time sensitive nature of the required services, the authority thereby sets out its intention to award the contract to Serco Limited through the use of the negotiated procedure without prior publication. The authority has undertaken due care to ensure that the conditions of the contract shall be substantially the same as initial conditions of contract previously advertised under the Further Competition, including the scope/specification of the services and all necessary and applicable reports shall be sent to the Cabinet Office.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02b2df
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/016310-2021
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£350,000 £100K-£500K

Notice Dates

Publication Date
13 Jul 20214 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
18 May 20214 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
UNIVERSITY OF NOTTINGHAM (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
NOTTINGHAM
Postcode
NG7 2NR
Post Town
Nottingham
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF1 Derbyshire and Nottinghamshire
Small Region (ITL 3)
TLF14 Nottingham
Delivery Location
Not specified
Local Authority
Nottingham
Electoral Ward
Lenton & Wollaton East
Westminster Constituency
Nottingham South

Supplier Information

Number of Suppliers
1
Supplier Name

SERCO

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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