NCH Out of Hours Contact Centre Operations

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-03932b-2022-12-21T10:05:07Z",
    "date": "2022-12-21T10:05:07Z",
    "ocid": "ocds-h6vhtk-03932b",
    "description": "For more information about this opportunity, please visit the Delta eSourcing portal at: <a href=\"https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7\" target=\"_blank\">https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7</a> To respond to this opportunity, please click here: <a href=\"https://nch.delta-esourcing.com/respond/7ZF38UQTZ7\" target=\"_blank\">https://nch.delta-esourcing.com/respond/7ZF38UQTZ7</a> GO Reference: GO-20221221-PRO-21797407",
    "initiationType": "tender",
    "tender": {
        "id": "NCH/HOME/2232",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "NCH Out of Hours Contact Centre Operations",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "72212333",
            "description": "Contact management software development services"
        },
        "mainProcurementCategory": "services",
        "description": "Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider",
        "value": {
            "amount": 500000,
            "currency": "GBP"
        },
        "lots": [
            {
                "id": "1",
                "description": "NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities: a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages) c.Respond to customers professionally in line with the association's Customer Service Standards, using their preferred choice of communication channel. d.Support customers with any technical difficulties in accessing services on Mobile App & Website e.Transfer calls to repair and operational teams where specialist advice or support is required.",
                "value": {
                    "amount": 500000,
                    "currency": "GBP"
                },
                "contractPeriod": {
                    "durationInDays": 1440
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "dependent on business requirements at the end of the contract"
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "active"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "UKL21"
                    }
                ],
                "deliveryLocation": {
                    "description": "Monmouthshire and Newport"
                },
                "relatedLot": "1"
            }
        ],
        "submissionMethod": [
            "electronicSubmission",
            "written"
        ],
        "submissionMethodDetails": "https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7",
        "selectionCriteria": {
            "criteria": [
                {
                    "type": "suitability",
                    "description": "The bidder must have a proven track record of offering similar services to other organisations. The bidder must be able to provide both operations and technology services The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery",
                    "appliesTo": [
                        "supplier"
                    ]
                }
            ]
        },
        "documents": [
            {
                "id": "economic",
                "documentType": "economicSelectionCriteria"
            },
            {
                "id": "technical",
                "documentType": "technicalSelectionCriteria"
            }
        ],
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "coveredBy": [
            "GPA"
        ],
        "tenderPeriod": {
            "endDate": "2023-01-24T12:00:00Z"
        },
        "submissionTerms": {
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "durationInDays": 90
            }
        },
        "awardPeriod": {
            "startDate": "2023-01-24T12:00:00Z"
        },
        "bidOpening": {
            "date": "2023-01-24T12:00:00Z"
        },
        "hasRecurrence": true
    },
    "parties": [
        {
            "id": "GB-FTS-71525",
            "name": "Newport City Homes",
            "identifier": {
                "legalName": "Newport City Homes"
            },
            "address": {
                "streetAddress": "sarah, Central Office Nexus House, Mission Court,",
                "locality": "Bristol",
                "region": "UKL21",
                "postalCode": "NP20 2DW",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Sarah Kelly",
                "telephone": "+44 1633227713",
                "email": "Sarah.kelly@newportcityhomes.com",
                "url": "https://www.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.newportcityhomes.com",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "description": "Housing Association"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "06",
                        "description": "Housing and community amenities"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-42834",
            "name": "Newport City Homes Housing Association Limited",
            "identifier": {
                "legalName": "Newport City Homes Housing Association Limited"
            },
            "address": {
                "streetAddress": "Newport City Homes,, Central Office Nexus House, Mission Court,",
                "locality": "Newport",
                "postalCode": "NP20 2DW",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 1633227713"
            },
            "roles": [
                "reviewBody"
            ]
        },
        {
            "id": "GB-FTS-42833",
            "name": "Newport City Homes",
            "identifier": {
                "legalName": "Newport City Homes"
            },
            "address": {
                "streetAddress": "Newport City Homes,, Central Office Nexus House, Mission Court,",
                "locality": "Newport",
                "postalCode": "NP20 2DW",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 1633227713"
            },
            "roles": [
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    ],
    "buyer": {
        "id": "GB-FTS-71525",
        "name": "Newport City Homes"
    },
    "language": "en"
}