---
title: "CH232464 OUT OF HOURS CALL CENTRE SERVICE"
ocid: "ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "LONDON BOROUGH OF EALING"
published: "2024-04-05"
---

# CH232464 OUT OF HOURS CALL CENTRE SERVICE

Buyer: LONDON BOROUGH OF EALING  
Current stage: Tender  
OCID: ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df

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## Summary

The London Borough of Ealing is procuring the out-of-hours call centre service, which involves integrating call centre services with back-office functions for various councils and organisations in the UK. The tender has a value of £7,000,000, uses a selective procurement method with competitive dialogue, and has a tender period ending on 16th December 2024 and a contract period from 20th October 2025 to 20th October 2030. The tender falls under the services category, with a focus on telephone-answering services and related classifications.

This tender presents an opportunity for businesses to provide out-of-hours call handling services to a range of entities, including UK councils, government departments, social landlords, and care systems. Suitable businesses for this tender would be those experienced in telephone-answering services and interested in long-term service agreements with diverse public sector organisations. The competitive dialogue nature of the procurement stage allows for flexibility in negotiations, providing space for innovative service integration solutions.

## Notice

Ealing Council is procuring the out of hours call handling services as a central purchasing body pursuant to Regulation 37 of the Public Contracts Regulations 2015. This new arrangement is open to the contracting authorities listed below. Each party will enter into separate but identical Services Agreements save for local variations and factual differences. In order to maximise the efficiency of the arrangement the new supplier may be required to undertake integration of the call centre service with the back- office function of each individual council. :- * All UK Councils and Housing Sector Arm's Length Management Organisations (ALMO) s who offer an out of hour's service including without limitation the existing participants London Boroughs of Barnet, Haringey, Enfield, Barnet, Barking and Dagenham, Ealing and Waltham Forest Councils * all central government departments offices and bodies. * Any Registered Social Landlords * Any Integrated Care Systems and Integrated Care Boards in UK * Any Local Authority Trading Companies * Any Local Authority Direct Service Organisations

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e1a057ea-3aa8-4252-90e0-fcd5eee01cac |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive dialogue (above threshold) |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Apr 2024 |
| Submission deadline | 16 Dec 2024 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 19 Oct 2025 - 20 Oct 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £7,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON BOROUGH OF EALING |
| Locality | LONDON |
| Post town | West London |
| Postcode | W5 2HL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI73 Ealing |
| Local authority | Ealing |
| Electoral ward | Ealing Broadway |
| Westminster constituency | Ealing Central and Acton |
| Delivery location | TLI London |

## CPV Codes

### Divisions

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

### Codes

- 64214200 - Telephone switchboard services
- 79311210 - Telephone survey services
- 79510000 - Telephone-answering services

## Release History

- 5 Apr 2024 at 13:17 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/e1a057ea-3aa8-4252-90e0-fcd5eee01cac
- 5 Apr 2024 at 13:15 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/65cabb55-5458-42d3-9fb0-5cb108276244

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e1a057ea-3aa8-4252-90e0-fcd5eee01cac
  5th April 2024 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/65cabb55-5458-42d3-9fb0-5cb108276244
  5th April 2024 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b9d1bbb9-348c-4528-8cc7-143710587084
  OOH Spec V6 28th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4976b0f1-8386-401e-9735-26f08e54d8f6
  Appendix 5 to ITPD Part 1 Certificate of no change V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/afbd6b19-57e0-4a01-b01d-f00b71aad33a
  Appendix 4 to ITPD part 1- list of documents which will comprise a compliant tender V2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cf9b3565-4d84-4881-8a4c-2f24dd31f648
  Appendix 13 to the ITPD Form of Tender V4 CN
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/dc9dc354-bb7a-47c6-aa59-0ff5af6ff56f
  Appendix 12 to the ITPD part 1- document list V3 27th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/80c4b422-ac94-4d3e-a1b8-492009344b84
  Appendix 9 to ITPD Part 1 vision for the joint service V3 11th December 2023 CN
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8c74e9f9-a808-4ae3-8032-9f69d8bd2631
  Appendix 2 to ITPD Part 1 Submissions Checklist V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/457a1f2f-1594-4645-80f0-74a5db903584
  ITPD Part 1 -Out of Hours Service V9 4th April 2024 CHVHCNVHVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/af643d15-3fcb-4623-bba3-fe06d612211e
  Appendix 3 to ITPD Part 1 Non Collusive Tendering Certificate V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/51319781-19e5-422a-ad92-d2d6275833a7
  Appendix 10 to ITPD Part 1 Derogations table to be completed by bidders V1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5327d98d-e196-42b2-81fb-ce73803f9a27
  Appendix 8 to ITPD Part 1 13th November 2023 V2 Confidentiality Undertaking
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7964a5d5-c84a-40fb-b04d-846e18cb9992
  Appendix 15 to ITPD Part 2. Social Value Matrix V2 28th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/145af84e-c4fb-44f1-9842-bf19891967e1
  OOH SQ GUIDANCE V5 5TH April 2024
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c0905a30-9c50-4b6c-ab1b-d77b8932be11
  Appendix 11 to ITPD Part 1 Conflict of Interest Declaration V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e4d6dc2b-1be2-44f5-a3a2-a46000f6991c
  2023..04.04 OA CN VH CN VHVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c46d18c7-42db-4e2e-8f69-1631e1e97b96
  ITPD Part 2 Ealing Out of Hours Service V6 25th March 2024 CNVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/491dc201-7dbf-45a0-a700-f3a5be6b732d
  OOH Selection Questionnaire V6 25th March 2024
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e0011a76-01e7-4247-8da2-3f581e2130a4
  Appendix 1 to ITPD Part 1Dialogue Topics and Timetable V 2 13th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/032e3463-a02b-4d99-aa69-b69b0966cefe
  Appendix 6 to ITPD Part 1 FOIA Statement V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/897a3a3d-4154-4154-9b5d-d9bceb378c82
  Appendix 7 to ITPD part 1 method statement descriptions V3 22nd November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/fa8ca5bc-a8a6-4077-aac8-9c2986219564
  Appendix 16 to ITPD v1 WLA Low Carbon Procurement SME Guidance FINAL
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6c2b56b9-5bbe-4cdb-9c5e-2e7b70600165
  Bid Back Financial Table V6 28th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/196959e8-92ce-44fc-a848-5a8794fc614f
  OOH Spec V6 28th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6bee4182-1a86-4c32-a0df-89ddba7c8f4b
  Appendix 5 to ITPD Part 1 Certificate of no change V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/060db12b-dcd9-46b8-b8c4-de764f2d2f47
  Appendix 4 to ITPD part 1- list of documents which will comprise a compliant tender V2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/baf05288-a15b-4a1e-af51-d05eda0506e3
  Appendix 13 to the ITPD Form of Tender V4 CN
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9935ba64-29c0-443b-a521-3c8d9ecbf36b
  Appendix 12 to the ITPD part 1- document list V3 27th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bc36bc21-a18f-4357-9eb0-6ca8bfa1b153
  Appendix 9 to ITPD Part 1 vision for the joint service V3 11th December 2023 CN
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/811227ac-0d71-42ed-8a42-715831b81d19
  Appendix 2 to ITPD Part 1 Submissions Checklist V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/615fa952-8dd2-4da2-a9a8-8ff7d5e70912
  ITPD Part 1 -Out of Hours Service V9 4th April 2024 CHVHCNVHVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8f776fe5-1feb-4742-a91b-04fe1c0d52f1
  Appendix 3 to ITPD Part 1 Non Collusive Tendering Certificate V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2b228e6d-f6e3-4914-9bff-d58a6e977d50
  Appendix 10 to ITPD Part 1 Derogations table to be completed by bidders V1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2a3efeb1-5108-42c2-b8c1-387b007af835
  Appendix 8 to ITPD Part 1 13th November 2023 V2 Confidentiality Undertaking
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f6b19a1e-c3af-4e8d-810a-bf03535b7ab4
  Appendix 15 to ITPD Part 2. Social Value Matrix V2 28th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/63bab3e0-64d7-4c45-b4f6-83b3ab97ab3c
  OOH SQ GUIDANCE V5 5TH April 2024
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b43037b6-fc41-41c7-9344-6a84315b8737
  Appendix 11 to ITPD Part 1 Conflict of Interest Declaration V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2243bfc4-cb59-42a0-8283-89c012a8b889
  2023..04.04 OA CN VH CN VHVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0c402330-3b8f-47e9-9daa-058780c9ab0a
  ITPD Part 2 Ealing Out of Hours Service V6 25th March 2024 CNVH
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/187967a0-0cf3-4978-9131-7e1dc9c9a304
  OOH Selection Questionnaire V6 25th March 2024
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e8a23950-1c46-4469-8a00-9f9fd157a67d
  Appendix 1 to ITPD Part 1Dialogue Topics and Timetable V 2 13th November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a967e26f-5d07-4cee-bf11-4f5753600b1b
  Appendix 6 to ITPD Part 1 FOIA Statement V Final 17th January 2017
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5077f821-27b6-460f-b1fc-228f825cc44f
  Appendix 7 to ITPD part 1 method statement descriptions V3 22nd November 2023
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6a5cb99e-6a09-4198-97be-9c4b09528073
  Appendix 16 to ITPD v1 WLA Low Carbon Procurement SME Guidance FINAL
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/3ae51fb8-dd3e-4b52-b2cf-7bd4112dcfc6
  Bid Back Financial Table V6 28th November 2023

## 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-b5fd17-324be918-912c-4ba2-a418-4fee854400df. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-324be918-912c-4ba2-a418-4fee854400df.json.