{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-040ce4-2024-12-06T16:37:16Z", "date": "2024-12-06T16:37:16Z", "ocid": "ocds-h6vhtk-040ce4", "initiationType": "tender", "tender": { "id": "DN696561", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "Out of Hours Call Handling Service", "status": "complete", "classification": { "scheme": "CPV", "id": "79500000", "description": "Office-support services" }, "mainProcurementCategory": "services", "description": "The Authority, is seeking to appoint a business partner to effectively and reliably deliver an Out of Hours Call Centre Handling Service Provision. This is for the handling of calls outside of the Authority's own customer call centre operating hours in regard to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The services to be provided under the contract shall be in all respects of the quality or type as detailed in the Specification, Contract, Schedules and Appendices.", "value": { "amount": 300000, "currency": "GBP" }, "lots": [ { "id": "1", "description": "The Authority, is seeking to appoint a business partner to effectively and reliably deliver an Out of Hours Call Centre Handling Service Provision. This is for the handling of calls outside of the Authority's own customer call centre operating hours in regard to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The services to be provided under the contract shall be in all respects of the quality or type as detailed in the Specification, Contract, Schedules and Appendices.", "status": "cancelled", "awardCriteria": { "criteria": [ { "name": "Quality", "type": "quality", "description": "60" }, { "type": "price", "description": "40" } ] }, "contractPeriod": { "durationInDays": 720 }, "hasRenewal": true, "renewal": { "description": "Two (2) year initial contract term with the option to extend for up to three (3) years (in one year increments)." }, "submissionTerms": { "variantPolicy": "notAllowed" }, "hasOptions": false } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "79510000", "description": "Telephone-answering services" } ], "deliveryAddresses": [ { "region": "UKF" }, { "region": "UKG" }, { "region": "UKH" }, { "region": "UKI" }, { "region": "UKJ" }, { "region": "UK" }, { "region": "UK" } ], "relatedLot": "1" } ], "communication": { "futureNoticeDate": "2023-10-30T00:00:00Z" }, "coveredBy": [ "GPA" ], "amendments": [ { "id": "1", "unstructuredChanges": [ { "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, we now expect that this will be released by 08/12/2023. Orbit Group Ltd wishes to provide advance notification to the market of a forthcoming tender opportunity to appoint a single organisation to deliver an Out of Hours Call Handling Service Provision. This PIN relates to early market engagement only and is NOT a call for competition (procurement/ tender documents are not available at this time). All participants in this event shall be responsible for their own costs (including third party costs) and the Contracting Authority shall have no liability to any participant." }, "where": { "section": "II.1.4", "label": "Short description" } }, { "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, we now expect that this will be released by 08/12/2023. The service provision is for the handling of calls outside of the Authority's own customer call centre operating hours in regards to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The service provision will provide call handling services during the following periods: * Outside of Orbit Customer Support current operating hours which are Monday-Friday 8am - 8pm and Saturday 8am-1pm * Planned shutdowns e.g., Bank Holidays, Christmas Period and other events such as closure of our Building, during system upgrades or colleague training days * Able to support with unplanned shutdowns e.g., Closure of Customer Support during normal operating hours due to telephony failure or building evacuation Please note, the tender opportunity is expected to be released by Friday 8th December 2023. Please ensure your organisation is registered on the Orbit Pro-Contract 'Housing Procurement Portal' (https://www.housingprocurement.com) to access tender documentation once the opportunity goes live. Should you experience any technical difficulties in using the Pro-Contract system, please contact the supplier support helpline on 03300050352." }, "where": { "section": "II.2.4", "label": "Description of the procurement" } } ] }, { "id": "2", "unstructuredChanges": [ { "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is TBC. Orbit Group Ltd wishes to provide advance notification to the market of a forthcoming tender opportunity to appoint a single organisation to deliver an Out of Hours Call Handling Service Provision. This PIN relates to early market engagement only and is NOT a call for competition (procurement/ tender documents are not available at this time). All participants in this event shall be responsible for their own costs (including third party costs) and the Contracting Authority shall have no liability to any participant." }, "where": { "section": "II.1.4", "label": "Short Description" } }, { "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is TBC. The service provision is for the handling of calls outside of the Authority's own customer call centre operating hours in regards to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The service provision will provide call handling services during the following periods: * Outside of Orbit Customer Support current operating hours which are Monday-Friday 8am - 8pm and Saturday 8am-1pm * Planned shutdowns e.g., Bank Holidays, Christmas Period and other events such as closure of our Building, during system upgrades or colleague training days * Able to support with unplanned shutdowns e.g., Closure of Customer Support during normal operating hours due to telephony failure or building evacuation Please note, the tender opportunity date to be issued is TBC. Please ensure your organisation is registered on the Orbit Pro-Contract 'Housing Procurement Portal' (https://www.housingprocurement.com) to access tender documentation once the opportunity goes live. Should you experience any technical difficulties in using the Pro-Contract system, please contact the supplier support helpline on 03300050352." }, "where": { "section": "II.2.4", "label": "Description of the procurement" } } ] }, { "id": "3", "unstructuredChanges": [ { "oldValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is TBC. Orbit Group Ltd wishes to provide advance notification to the market of a forthcoming tender opportunity to appoint a single organisation to deliver an Out of Hours Call Handling Service Provision. This PIN relates to early market engagement only and is NOT a call for competition (procurement/ tender documents are not available at this time). All participants in this event shall be responsible for their own costs (including third party costs) and the Contracting Authority shall have no liability to any participant." }, "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is 19/04/2024. Orbit Group Ltd wishes to provide advance notification to the market of a forthcoming tender opportunity to appoint a single organisation to deliver an Out of Hours Call Handling Service Provision. This PIN relates to early market engagement only and is NOT a call for competition (procurement/ tender documents are not available at this time). All participants in this event shall be responsible for their own costs (including third party costs) and the Contracting Authority shall have no liability to any participant." }, "where": { "section": "II.1.4", "label": "Short Description" } }, { "oldValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is TBC. The service provision is for the handling of calls outside of the Authority's own customer call centre operating hours in regards to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The service provision will provide call handling services during the following periods: * Outside of Orbit Customer Support current operating hours which are Monday-Friday 8am - 8pm and Saturday 8am-1pm * Planned shutdowns e.g., Bank Holidays, Christmas Period and other events such as closure of our Building, during system upgrades or colleague training days * Able to support with unplanned shutdowns e.g., Closure of Customer Support during normal operating hours due to telephony failure or building evacuation Please note, the tender opportunity date to be issued is TBC. Please ensure your organisation is registered on the Orbit Pro-Contract 'Housing Procurement Portal' (https://www.housingprocurement.com) to access tender documentation once the opportunity goes live. Should you experience any technical difficulties in using the Pro-Contract system, please contact the supplier support helpline on 03300050352." }, "newValue": { "text": "UPDATE - please be advised there is a delay to this opportunity, date to be issued is 19/04/2024. The service provision is for the handling of calls outside of the Authority's own customer call centre operating hours in regards to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The service provision will provide call handling services during the following periods: * Outside of Orbit Customer Support current operating hours which are Monday-Friday 8am - 8pm and Saturday 8am-1pm * Planned shutdowns e.g., Bank Holidays, Christmas Period and other events such as closure of our Building, during system upgrades or colleague training days * Able to support with unplanned shutdowns e.g., Closure of Customer Support during normal operating hours due to telephony failure or building evacuation Please note, the tender opportunity date to be issued is 19/04/2024. Please ensure your organisation is registered on the Orbit Pro-Contract 'Housing Procurement Portal' (https://www.housingprocurement.com) to access tender documentation once the opportunity goes live. Should you experience any technical difficulties in using the Pro-Contract system, please contact the supplier support helpline on 03300050352." }, "where": { "section": "II.2.4", "label": "Description of the procurement" } } ] }, { "id": "4", "unstructuredChanges": [ { "oldValue": { "text": "The procurement documents are available for unrestricted and full direct access, free of charge, at https://procontract.due-north.com/Procurer/Advert/AdvertSummary?projectId=ec07ebb5-ee73-ee11-8124-005056b64545&projectStepId=f407ebb5-ee73-ee11-8124-005056b64545 Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted electronically via https://procontract.due-north.com/Procurer/Advert/AdvertSummary?projectId=ec07ebb5-ee73-ee11-8124-005056b64545&projectStepId=f407ebb5-ee73-ee11-8124-005056b64545" }, "newValue": { "text": "The procurement documents are available for unrestricted and full direct access, free of charge, at https://procontract.due-north.com/Advert?advertId=dc5d747c-45fe-ee11-812a-005056b64545 Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted electronically via https://procontract.due-north.com/Advert?advertId=dc5d747c-45fe-ee11-812a-005056b64545" }, "where": { "section": "1.3", "label": "Communication" } } ] } ], "submissionMethod": [ "electronicSubmission" ], "submissionMethodDetails": "https://procontract.due-north.com/Procurer/Advert/AdvertSummary?projectId=ec07ebb5-ee73-ee11-8124-005056b64545&projectStepId=f407ebb5-ee73-ee11-8124-005056b64545", "documents": [ { "id": "economic", "documentType": "economicSelectionCriteria" }, { "id": "technical", "documentType": "technicalSelectionCriteria" } ], "otherRequirements": { "requiresStaffNamesAndQualifications": true }, "procurementMethod": "open", "procurementMethodDetails": "Open procedure", "tenderPeriod": { "endDate": "2024-05-23T12:00:00+01:00" }, "submissionTerms": { "languages": [ "en" ] }, "awardPeriod": { "startDate": "2024-05-23T12:00:00+01:00" }, "bidOpening": { "date": "2024-05-23T12:00:00+01:00" }, "hasRecurrence": false, "contractTerms": { "hasElectronicOrdering": true, "electronicInvoicingPolicy": "allowed", "hasElectronicPayment": true } }, "parties": [ { "id": "GB-COH-IP28503R", "name": "ORBIT GROUP LIMITED", "identifier": { "legalName": "ORBIT GROUP LIMITED", "id": "IP28503R", "scheme": "GB-COH" }, "address": { "streetAddress": "Garden Court,Binley Business Park Harry Weston Road", "locality": "COVENTRY", "region": "UK", "postalCode": "CV32SU", "countryName": "United Kingdom" }, "contactPoint": { "name": "Samantha Bishop", "email": "samantha.bishop@orbit.org.uk" }, "roles": [ "buyer" ], "details": { "url": "http://www.orbit.org.uk", "buyerProfile": "http://www.orbit.org.uk", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "BODY_PUBLIC", "description": "Body governed by public law" }, { "scheme": "COFOG", "id": "06", "description": "Housing and community amenities" } ] } }, { "id": "GB-FTS-99179", "name": "ORBIT GROUP LIMITED", "identifier": { "legalName": "ORBIT GROUP LIMITED", "noIdentifierRationale": "notOnAnyRegister" }, "address": { "streetAddress": "Garden Court,Binley Business Park Harry Weston Road", "locality": "COVENTRY", "region": "UK", "postalCode": "CV32SU", "countryName": "United Kingdom" }, "contactPoint": { "name": "Samantha Bishop", "email": "samantha.bishop@orbit.org.uk" }, "roles": [ "buyer" ], "details": { "url": "http://www.orbit.org.uk", "buyerProfile": "http://www.orbit.org.uk" } }, { "id": "GB-FTS-455", "name": "Orbit Group Limited", "identifier": { "legalName": "Orbit Group Limited" }, "address": { "streetAddress": "Garden Court, Harry Weston Road, Binley Business Park", "locality": "Coventry", "region": "UK", "postalCode": "CV3 2SU", "countryName": "United Kingdom" }, "contactPoint": { "name": "Ms Samantha Bishop", "email": "samantha.bishop@orbit.org.uk", "url": "https://procontract.due-north.com/Procurer/Advert/AdvertSummary?projectId=ec07ebb5-ee73-ee11-8124-005056b64545&projectStepId=f407ebb5-ee73-ee11-8124-005056b64545", "telephone": "+44 2476148425" }, "roles": [ "buyer" ], "details": { "url": "http://www.orbit.org.uk", "buyerProfile": "http://www.orbit.org.uk", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "BODY_PUBLIC", "description": "Body governed by public law" }, { "scheme": "COFOG", "id": "06", "description": "Housing and community amenities" } ] } }, { "id": "GB-FTS-98246", "name": "The Royal Courts of Justice London", "identifier": { "legalName": "The Royal Courts of Justice London" }, "address": { "locality": "London", "countryName": "United Kingdom" }, "roles": [ "reviewBody" ] }, { "id": "GB-FTS-132221", "name": "Fortem Solutions Limited", "identifier": { "legalName": "Fortem Solutions Limited" }, "address": { "locality": "Hertfordshire", "region": "UK", "countryName": "United Kingdom" }, "roles": [ "supplier" ], "details": { "scale": "large" } }, { "id": "GB-FTS-132222", "name": "Orbit Group Ltd", "identifier": { "legalName": "Orbit Group Ltd" }, "address": { "locality": "Coventry", "countryName": "United Kingdom" }, "roles": [ "reviewBody" ] } ], "buyer": { "id": "GB-FTS-455", "name": "Orbit Group Limited" }, "language": "en", "awards": [ { "id": "039495-2024-Orbit Group OOH 01-1", "relatedLots": [ "1" ], "status": "active", "suppliers": [ { "id": "GB-FTS-132221", "name": "Fortem Solutions Limited" } ] } ], "contracts": [ { "id": "039495-2024-Orbit Group OOH 01-1", "awardID": "039495-2024-Orbit Group OOH 01-1", "status": "active", "value": { "amount": 112780, "currency": "GBP" }, "dateSigned": "2024-10-17T00:00:00+01:00" } ], "bids": { "statistics": [ { "id": "1", "measure": "bids", "relatedLot": "1", "value": 8 } ] } }