{
    "tag": [
        "compiled"
    ],
    "id": "ocds-kuma6s-127682-2022-12-21T13:21:48Z",
    "date": "2022-12-21T13:21:48Z",
    "ocid": "ocds-kuma6s-127682",
    "initiationType": "tender",
    "parties": [
        {
            "id": "org-20",
            "name": "Newport City Homes",
            "address": {
                "streetAddress": "Nexus House, Mission Court, Lower Dock Street,",
                "locality": "Newport",
                "postalCode": "NP20 2DW"
            },
            "contactPoint": {
                "name": "Sarah Kelly",
                "telephone": "+44 1633381111",
                "url": "https://www.newportcityhomes.com"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "id": "BODY_PUBLIC",
                        "description": "Body governed by public law",
                        "scheme": "TED_CA_TYPE"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "name": "Newport City Homes",
        "id": "org-20"
    },
    "tender": {
        "id": "ocds-kuma6s-127682-tender-127682",
        "title": "NCH Out of Hours Contact Centre Operations",
        "description": "NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about servicesb.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)c.Respond to customers professionally in line with the association's Customer Service Standards, using their preferred choice of communication channel.d.Support customers with any technical difficulties in accessing services on Mobile App & Websitee. Transfer calls to repair and operational teams where specialist advice or support is required.NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=127682. (WA Ref:127682)",
        "procurementMethod": "open",
        "mainProcurementCategory": "services",
        "submissionMethodDetails": "https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7",
        "tenderPeriod": {
            "endDate": "2023-01-24T12:00:00Z"
        },
        "eligibilityCriteria": "The bidder must have a proven track record of offering similar services to other organisations.The bidder must be able to provide both operations and technology servicesThe bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery",
        "awardPeriod": {
            "endDate": "2023-02-27T00:00:00Z"
        },
        "communication": {
            "atypicalToolUrl": "https://NCH Out of Hours Contact Centre Operations"
        },
        "additionalClassifications": [
            {
                "id": "79000000",
                "description": "Business services: law, marketing, consulting, recruitment, printing and security",
                "scheme": "CPV"
            },
            {
                "id": "79500000",
                "description": "Office-support services",
                "scheme": "CPV"
            },
            {
                "id": "79510000",
                "description": "Telephone-answering services",
                "scheme": "CPV"
            },
            {
                "id": "79511000",
                "description": "Telephone operator services",
                "scheme": "CPV"
            },
            {
                "id": "79512000",
                "description": "Call centre",
                "scheme": "CPV"
            },
            {
                "id": "79900000",
                "description": "Miscellaneous business and business-related services",
                "scheme": "CPV"
            }
        ]
    },
    "noticetype": "S2W Notice - Website Invitation to Tender Notice"
}