--- title: "Market Engagement - Out of hours contact centre services" ocid: "ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5.json" source: "Contracts Finder" current_stage: "Planning" buyer: "ACCENT HOUSING" published: "2019-02-13" --- # Market Engagement - Out of hours contact centre services Buyer: ACCENT HOUSING Current stage: Planning OCID: ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5.json) ## Summary The procurement process is being led by Accent Housing, which is seeking suppliers for "Out of Hours Contact Centre Services." This initiative falls under the telephone-answering services category within the contact centre industry. The planning stage is currently underway, with a deadline for engagement set for 22nd March 2019. The procurement itself is expected to begin in early April 2019 and conclude by late May 2019, followed by a mobilisation phase commencing mid to late June 2019. The total contract value is approximately £200,000 and the services will be delivered to locations including the UK and surrounding areas. This tender presents a significant opportunity for businesses specialising in customer contact services, particularly those capable of providing innovative and effective out-of-hours solutions. Companies that meet the eligibility criteria, such as being UK-domiciled, having existing systems for out-of-hours service, and holding relevant certifications like ISO 9001:2015, would be well-positioned to compete. Suppliers are encouraged to engage with Accent Housing through consultations scheduled from 15th February to 8th March 2019, which will help identify capable providers for this critical service. ## Notice This is a Prior Information Notice (PIN) to establish the level of interest from potential suppliers of Out of Hours Contact Centre Services to allow Accent to meet its Customer needs. The procurement itself is expected to commence in early April 2019 and be completed by late May 2019. Our intention is that the mobilisation of the services and system will commence mid to late June 2019. The solution centres around the provision of Out of Hours and Business Continuity related Contact Centre Services together with timely meaningful management information around usage and performance for the service. Accent wishes to procure best of breed, innovative and demonstrably effective Out of Hours and Business Continuity related contact centre cover. We expect that the service will provide dedicated customer response resources to deliver out of hours and business continuity related cover, together with access to a full suite of reports including, but not limited to, real-time statistical information based on daily, hourly and 15 minute intervals. In addition, we anticipate that the supplier will have their own detailed business continuity and 5 year business plan in place. To ensure that we have the best possible understanding of the products available in the market, Accent is opening a consultation opportunity from 15th February 2019 through to 8th March 2019. During this period, we invite contact from suitably accredited and experienced UK domiciled economic operators to assist us to identify a responsive, high quality customer focused Out of Hours and BC related Customer Contact Centre offering together with detailed real-time analysis and measurement systems. There are a maximum of 9 market engagement sessions on offer over the three days from 26th February through to 28th February 2019 and they will be allocated on a strictly first come first served basis for any supplier who can evidence, as an absolute minimum, meeting all of the minimum eligibility criteria set out below. * UK domiciled economic operator * Provide existing Out of Hours and Business Continuity related Customer Contact Centre System & Services * Members of Call Centre Management (CCMA) and or * Customer Contact Centre (CCA) Global Standard Accreditation * ISO 9001: 2015 Quality management system If you wish to attend one of the Supplier Events, and are confident that you meet the criteria, please register your interest only via the ProContract Messaging System: emails directly to Accent employees will be deleted unread. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6e480b82-b2fa-4829-8309-555a10dfd289 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 13 Feb 2019 | | Submission deadline | Not specified | | Future notice date | 22 Mar 2019 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £200,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | ACCENT HOUSING | | Locality | SHIPLEY | | Post town | Bradford | | Postcode | BD17 7SW | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE41 Bradford | | Local authority | Bradford | | Electoral ward | Baildon | | Westminster constituency | Shipley | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79510000 - Telephone-answering services ## Release History - 13 Feb 2019 at 14:26 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/6e480b82-b2fa-4829-8309-555a10dfd289 - 13 Feb 2019 at 14:25 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f3fe2f7c-fb0d-49e9-bda7-6c1fb4841765 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/6e480b82-b2fa-4829-8309-555a10dfd289 13th February 2019 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/f3fe2f7c-fb0d-49e9-bda7-6c1fb4841765 13th February 2019 - Early engagement notice on Contracts Finder ## Notice URLs - http://www.accentgroup.org/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-230b586d-754d-4c77-b0ec-68717a4dc4f5.json.