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Alarm Receiving Centre Call Handling System

NORTH HERTFORDSHIRE DISTRICT COUNCIL

This public procurement record has 1 release in its history.

Tender

10 Aug 2026 at 15:27

UK4 - Tender Notice
Summary of the contracting process

North Hertfordshire District Council is procuring a replacement Alarm Receiving Centre platform for the Herts Careline service. The system will support the Council’s telecare infrastructure, providing continuous monitoring and response for vulnerable residents and partner organisations in Hertfordshire. The requirement combines industry-specific software, systems support, software maintenance and alarm-monitoring services. The replacement must support existing analogue alarm traffic while enabling the transition to digital telecare technologies. It is intended to replace a platform approaching the end of its technical and contractual life. Suppliers should therefore be able to provide an integrated alarm-receiving and telecare platform, together with the support and maintenance needed for dependable operation by the Council’s alarm receiving service.

The procurement has reached tender: the Council invited suppliers to submit a pre-qualification questionnaire through a two-stage competitive flexible procedure, with shortlisted suppliers then invited to tender. Expressions of interest are due by 2 October 2026 at 5pm, and enquiries close on 28 August 2026 at 5pm. The estimated value is £2,000,000 excluding VAT, or £2,400,000 including VAT. The initial contract period is 15 March 2027 to 14 March 2032, with possible extensions of two years and then three years, giving a maximum term to 14 March 2037. Award is based on price (40%), technical and quality (39%), social value (10%), demonstration (10%) and Real Living Wage (1%).

This opportunity suits suppliers specialising in alarm receiving centres, telecare, alarm-monitoring software and critical systems support. Strong candidates will need a secure and resilient platform capable of operating continuously, handling alarm traffic reliably and supporting response services for vulnerable residents. Experience of integrating or maintaining legacy analogue alarm connections, alongside migration to digital telecare technologies, will be relevant. Suppliers should be able to demonstrate robust software maintenance, systems support and operational resilience for a service that is critical to telecare infrastructure. The two-stage route favours businesses able to evidence their capability at pre-qualification and then develop a detailed technical response, including a product or service demonstration and credible social value commitments.

How relevant is this notice?

Notice Information

Notice Title

Alarm Receiving Centre Call Handling System

Notice Description

This is the pre-qualification stage of a two stage process, for the procurement of a replacement Alarm Receiving Centre (ARC) platform supporting the Herts Careline service. North Hertfordshire District Council (NHDC) has previously undertaken Preliminary Market Engagement to inform this procurement. The ARC forms a critical component of the Council's telecare infrastructure, providing 24/7 monitoring and response capability for vulnerable residents and partner organisations. The current platform is approaching technical and contractual end of life and requires replacement with a modern, secure and resilient solution capable of supporting both legacy analogue alarm traffic and the transition to digital telecare technologies. NHDC uses an E-Tendering system (In-Tend) for all procurement activities. Suppliers must submit their responses via the Supply Hertfordshire Portal at: Supply Hertfordshire Electronic Tendering Site - Home - You must be registered on the portal to submit a response. - If already registered, use your existing username and password. - A password reminder link is available on the homepage if required. For technical difficulties, please contact the In-Tend Helpdesk at 0845 557 8079 or support@in-tend.com

Lot Information

Lot 1

Renewal: Following initial term there is potential to extend by a further 2 years then 3 years. Maximum contract term being 10 years.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e062
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/075832-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48100000 - Industry specific software package

72253200 - Systems support services

72267100 - Maintenance of information technology software

79711000 - Alarm-monitoring services

Notice Value(s)

Tender Value
£2,000,000 £1M-£10M
Lots Value
£2,000,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Aug 20261 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
15 Mar 2027 - 14 Mar 2032 Over 5 years
Recurrence
2035-06-01

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTH HERTFORDSHIRE DISTRICT COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LETCHWORTH GARDEN CITY
Postcode
SG6 3JF
Postcode Area
Stevenage
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH2 Bedfordshire and Hertfordshire
Small Region (ITL 3)
TLH26 North and East Hertfordshire
Delivery Location
TLH23 Hertfordshire CC
Local Authority
North Hertfordshire
Electoral Ward
Letchworth South West
Westminster Constituency
North East Hertfordshire

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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