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.
Lot Information
Lot 1
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. The operating hours of both SCDHD and OOH service provision are as detailed in the table below.
Renewal: Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-030244
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/031437-2021
- 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
- Not specified
- 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
- £464,000 £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
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE OPEN UNIVERSITY
- Contact Name
- Sarah Dunn
- Contact Email
- finance-tenders@open.ac.uk
- Contact Phone
- +44 1908274066
Buyer Location
- Locality
- MILTON KEYNES
- Postcode
- MK7 6BP
- 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
- TLJ12 Milton Keynes
-
- Local Authority
- Milton Keynes
- Electoral Ward
- Monkston
- Westminster Constituency
- Milton Keynes Central
Further Information
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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