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Provision of High Volume Call Handling (HVCH)

Northern Ireland Electricity Networks Limited

This public procurement record has 3 releases in its history.

Award

22 Sep 2025 at 15:41

UK6 - Contract Award Notice
AwardUpdate

19 Sep 2025 at 09:22

UK5 - Transparency Notice
Award

19 Sep 2025 at 08:56

UK5 - Transparency Notice
Summary of the contracting process

Northern Ireland Electricity Networks Limited has awarded a contract for the Provision of High Volume Call Handling (HVCH) to Eckoh UK Limited. This utility services project, crucial for handling fault and emergency calls, involves integrating an advanced call handling system that ensures no engaged tones are received, even during peak periods. The procurement process was direct due to the urgent necessity outlined in Clause 41 of the Procurement Act 2023. The contract was awarded on 19th September 2025, with the contract period running from 1st December 2025 to 30th November 2027. The services will primarily be delivered in Northern Ireland, under the umbrella of IT services consultations and support. The award value is set at £363,000.00, with a total gross amount of £435,600.00.

For businesses specialising in IT consultancy, software development, and internet support, this contract serves as a substantial opportunity, especially for those capable of addressing utility service needs in times of urgent demand. Large enterprises with a robust infrastructure that can support high-volume call handling and advanced speech recognition systems are well-suited for such tenders. Engaging with such contracts not only strengthens business ties with established entities like Northern Ireland Electricity Networks Limited but also enhances the company’s portfolio in handling utility sector-specific operational challenges.

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Notice Information

Notice Title

Provision of High Volume Call Handling (HVCH)

Notice Description

HVCH is an integral part of NIE Networks' fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks' database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.

Procurement Information

The justification for this STA is reliance upon Clause 41 "Direct Award in Special Cases" of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure. The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-059dc2
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/058608-2025
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£363,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
22 Sep 202511 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
19 Sep 202511 months ago
Contract Period
1 Dec 2025 - 30 Nov 2027 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Northern Ireland Electricity Networks Limited
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BELFAST
Postcode
BT9 5HT
Postcode Area
Northern Ireland
Country
Northern Ireland
Major Region (ITL 1)
Not specified
Basic Region (ITL 2)
Not specified
Small Region (ITL 3)
Not specified
Delivery Location
Not specified
Local Authority
Not specified
Electoral Ward
Not specified
Westminster Constituency
Not specified

Supplier Information

Number of Suppliers
1
Supplier Name

Eckoh UK Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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