Award

Out of Hours Call Handling

HILLCREST

This public procurement record has 3 releases in its history.

Award

27 Aug 2024 at 00:00

PCS Notice - Website Contract Award Notice
Tender

03 Jun 2024 at 00:00

PCS Notice - Website Contract Notice
Planning

02 May 2024 at 00:00

PCS Notice - Website Prior Information Notice
Summary of the contracting process

Hillcrest, a housing and community amenities organisation based in Dundee, has completed the procurement process for an "Out of Hours Call Handling" service, aimed at managing incoming calls to their repairs line. This tender, falling under the services category, is covered by the GPA and operated using an open procurement method. The contract has been awarded to SPS Doorguard Limited, commencing on 26th August 2024 and valued at £22,990. The duration of the contract is set for three years, with a possibility of a one-year extension subject to performance levels. Key deliverables include timely handling of up to 10,000 calls annually, compliance with GDPR regulations, and maintaining detailed call logs accessible to Hillcrest staff each morning.

This tender presents a significant opportunity for businesses specialising in customer service and call handling, particularly those that can demonstrate robust data security and efficient reporting capabilities. Small and medium-sized enterprises (SMEs) in the call centre industry would find this contract appealing due to the steady work volume and the potential for a long-term client relationship with Hillcrest. Moreover, businesses that can offer innovative solutions for real-time data access and reporting will be at an advantage, aligning with Hillcrest's preference for a flexible, portal-based reporting system. Thus, investing in such capabilities could enhance a firm's competitiveness for similar future tenders.

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Notice Information

Notice Title

Out of Hours Call Handling

Notice Description

Out of Hours Call Handling

Lot Information

Lot 1

The Out of Hours Call Handling service will answer all incoming calls to the Hillcrest repairs line. This is expected to be between 8,000 and 10,000 calls per year. This is a front-line service and an important service for our customers. It is a condition of the contract that all calls are answered timeously. All callers will be greeted with a Hillcrest corporate greeting. The content of all calls, both incoming and outgoing, will be recorded and included on a report that will be available for Hillcrest staff at 8.00am each morning. The format of the report will be agreed between Hillcrest staff and the successful supplier, but preference would be given to a portal type system that can be accessed directly by the Client. The successful supplier must have, and be able to demonstrate, processes that ensure that any tenant data is safely stored, used only for the agreed purposes and that the conditions of the GDPR regulations are always maintained.

Renewal: Possible 1 year extension should service standards be achieved

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000765512
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG512861
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
SME

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
£22,990 Under £100K

Notice Dates

Publication Date
27 Aug 20241 years ago
Submission Deadline
3 Jul 2024Expired
Future Notice Date
24 Jun 2024Expired
Award Date
26 Aug 20241 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HILLCREST
Contact Name
Kirsteen Beeching, Mark Lawrie
Contact Email
tenders@hillcrest.org.uk
Contact Phone
+44 382564700

Buyer Location

Locality
DUNDEE
Postcode
DD2 1EG
Post Town
Dundee
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM0 Eastern Scotland
Small Region (ITL 3)
TLM03 Angus and Dundee City
Delivery Location
TLM Scotland
Local Authority
Dundee City
Electoral Ward
Lochee
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
1
Supplier Name

SPS DOORGUARD

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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