Notice Information
Notice Title
Provision of Project Helpline Services
Notice Description
Lot Information
Lot 1
Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project. The Provider will be required to provide a dedicated twenty-four hour / seven days a week call handling facility to include normal office hours, as agreed by the client, and out of hours capability to also include bank holidays and weekends and any emergency cover when required to ensure the service is fully operational at all times. The Provider will be responsible for provision of all equipment, facilities and staff training, deployment and on-going management to ensure the service is fully operational. The Provider will be required to host and manage a dedicated database capturing all calls received and ensuring all details are recorded in a secure but accessible format.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04041a
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/028473-2023
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- 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
- £540,000 £500K-£1M
Notice Dates
- Publication Date
- 27 Sep 20232 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 20 Nov 20205 years ago
- Contract Period
- 21 Nov 2023 - 20 Nov 2025 2-3 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Not Specified
- Lots Status
- Not Specified
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- BAZALGETTE TUNNEL LIMITED
- Contact Name
- Not specified
- Contact Email
- procurement@tideway.london
- Contact Phone
- +44 2031477700
Buyer Location
- Locality
- LONDON
- Postcode
- SE1 2QG
- Post Town
- 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
- TLI London
-
- Local Authority
- Southwark
- Electoral Ward
- London Bridge & West Bermondsey
- Westminster Constituency
- Bermondsey and Old Southwark
Further Information
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.
{
"tag": [
"compiled"
],
"id": "ocds-h6vhtk-04041a-2023-09-27T10:52:42+01:00",
"date": "2023-09-27T10:52:42+01:00",
"ocid": "ocds-h6vhtk-04041a",
"initiationType": "tender",
"tender": {
"id": "ocds-h6vhtk-04041a",
"legalBasis": {
"id": "32014L0025",
"scheme": "CELEX"
},
"title": "Provision of Project Helpline Services",
"classification": {
"scheme": "CPV",
"id": "79512000",
"description": "Call centre"
},
"mainProcurementCategory": "services",
"lots": [
{
"id": "1",
"description": "Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project. The Provider will be required to provide a dedicated twenty-four hour / seven days a week call handling facility to include normal office hours, as agreed by the client, and out of hours capability to also include bank holidays and weekends and any emergency cover when required to ensure the service is fully operational at all times. The Provider will be responsible for provision of all equipment, facilities and staff training, deployment and on-going management to ensure the service is fully operational. The Provider will be required to host and manage a dedicated database capturing all calls received and ensuring all details are recorded in a secure but accessible format.",
"contractPeriod": {
"durationInDays": 1020
}
}
],
"items": [
{
"id": "1",
"deliveryAddresses": [
{
"region": "UKI"
}
],
"relatedLot": "1"
}
]
},
"awards": [
{
"id": "028473-2023-Provision of Project Helpline Services-1",
"relatedLots": [
"1"
],
"status": "active",
"suppliers": [
{
"id": "GB-FTS-93499",
"name": "Foundever GB Limited"
}
]
}
],
"parties": [
{
"id": "GB-FTS-68331",
"name": "Bazalgette Tunnel Limited",
"identifier": {
"legalName": "Bazalgette Tunnel Limited"
},
"address": {
"streetAddress": "Cottons Centre, Cottons Lane",
"locality": "London",
"region": "UK",
"postalCode": "SE1 2QG",
"countryName": "United Kingdom"
},
"contactPoint": {
"telephone": "+44 2031477700",
"email": "procurement@tideway.london"
},
"roles": [
"buyer"
],
"details": {
"url": "http://www.tideway.london",
"buyerProfile": "https://tideway.bravosolution.co.uk"
}
},
{
"id": "GB-FTS-93499",
"name": "Foundever GB Limited",
"identifier": {
"legalName": "Foundever GB Limited"
},
"address": {
"locality": "London",
"region": "UKI",
"countryName": "United Kingdom"
},
"roles": [
"supplier"
],
"details": {
"scale": "large"
}
},
{
"id": "GB-FTS-80358",
"name": "High Court",
"identifier": {
"legalName": "High Court"
},
"address": {
"streetAddress": "Royal Courts of Justice, Strand",
"locality": "London",
"postalCode": "WC2L 2LL",
"countryName": "United Kingdom"
},
"roles": [
"reviewBody"
]
}
],
"buyer": {
"id": "GB-FTS-68331",
"name": "Bazalgette Tunnel Limited"
},
"contracts": [
{
"id": "028473-2023-Provision of Project Helpline Services-1",
"awardID": "028473-2023-Provision of Project Helpline Services-1",
"status": "active",
"value": {
"amount": 540000,
"currency": "GBP"
},
"dateSigned": "2020-11-20T00:00:00Z",
"period": {
"startDate": "2023-11-21T00:00:00Z",
"endDate": "2025-11-20T23:59:59Z"
},
"items": [
{
"id": "1",
"classification": {
"scheme": "CPV",
"id": "79512000",
"description": "Call centre"
},
"deliveryAddresses": [
{
"region": "UKI"
}
],
"relatedLot": "1"
}
],
"amendments": [
{
"id": "1",
"description": "Tideway requires an extension to the current contract to ensure service provision is in place up until planned project completion of mid-2025. It is likely the service will be required on a diminishing scale.",
"rationale": "Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Initial procurement activity commenced in 2018 resulting in appointment of Springboard Marketing Limited (Springboard) and contract commencement in 2019. Springboard notified Tideway in mid-2020 that due to the impacts of the Covid 19 pandemic on the Springboard business with a consequence being a reduction in resourcing levels and capacity, Springboard would not be able to continue to provide the services to Tideway post November 2020. In order to ensure service provision and effective management of project stakeholders, Tideway engaged Foundever GB Limited for provision of project helpline services from November 2020 - November 2023. With service requirement planned up until mid-2025 and on a diminishing scale across that period, it is Tideway's intention to instruct Foundever GB Limited to continue with provision of project helpline services."
}
]
}
],
"links": [
{
"rel": "prev",
"href": "https://ted.europa.eu/udl?uri=TED:NOTICE:320500-2017:TEXT:EN:HTML"
}
],
"language": "en"
}