Notice Information
Notice Title
Provision of Out of Hours call handling and social media monitoring Framework Services
Notice Description
**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors.
Lot Information
Lot 1
**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to: -- Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols, -- Anti-social behaviour (ASB) management - managing calls and providing reports, -- Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc, -- Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains. The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document. The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period. This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services. Additional information: The Framework Value of PS50,000,000 does not relate to the contract value. The Framework Value is a nominal amount to provide sufficient scope for framework usage by other public sector bodies during the 4 year framework term.
Renewal: The framework agreement duration is for 48 months however the Contracting Authority reserves the right to extend the duration of this framework agreement for any period up to a maximum of Twelve (12) months from the expiry of the initial term.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03bee9
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/036947-2023
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Framework
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Large, SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
50 - Repair and maintenance services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
50000000 - Repair and maintenance services
79512000 - Call centre
Notice Value(s)
- Tender Value
- £50,000,000 £10M-£100M
- Lots Value
- £50,000,000 £10M-£100M
- Awards Value
- Not specified
- Contracts Value
- £50,000,000 £10M-£100M
Notice Dates
- Publication Date
- 15 Dec 20232 years ago
- Submission Deadline
- 15 May 2023Expired
- Future Notice Date
- Not specified
- Award Date
- 1 Dec 20232 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- April 2027
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- Hyde Housing Association Ltd
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- LONDON
- Postcode
- SE1 9EQ
- Postcode Area
- South East London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI4 Inner London - East
- Small Region (ITL 3)
- TLI44 Lewisham and Southwark
- Delivery Location
- Not specified
-
- Local Authority
- Southwark
- Electoral Ward
- Borough & Bankside
- Westminster Constituency
- Bermondsey and Old Southwark
Further Information
Notice URLs
Open Contracting Data Standard (OCDS)
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.