---
title: "HWRC Call-Handling Service"
ocid: "ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HAMPSHIRE COUNTY COUNCIL"
published: "2021-03-08"
---

# HWRC Call-Handling Service

Buyer: HAMPSHIRE COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905

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## Summary

The procurement process involves Hampshire County Council seeking a call-handling service for its Household Waste Recycling Centres (HWRC), with an award for the contract titled "HWRC Call-Handling Service." This service aims to manage the increased demand following the reopening of HWRCs after COVID-19 restrictions. The procurement was conducted through a direct method, classified under telephone-answering services, with a contract value of £179,165. The contract period commenced on 6th June 2020 and concluded on 31st January 2021, while the award was published on 8th March 2021.

This tender presents substantial growth opportunities for small and medium-sized enterprises (SMEs) in the communications sector, particularly those specialising in call centre services. Businesses that can efficiently scale their operations to provide flexible, temporary support systems would be well-suited for similar contracts, especially those aiming to meet urgent needs within public service frameworks. By engaging in such tenders, companies can expand their client portfolio and enhance their service offerings in response to evolving community demands.

## Notice

As result of the COVID-19 situation the HWRC service had to be closed on the 24 March 2020 in line with Government rules to prevent the spread of the virus. On the 11 May, following instruction by the Minister for Housing, Communities and Local Government, all 26 sites were re-opened with demand high from the outset and increasing significantly after the first 7 days of operation. Significant traffic management was rolled out at all sites however significant queues resulted which had a significant impact on both other road users and businesses trying to get up and running following the lockdown. There are also a number of sites where the traffic queues presented a danger to the other road users with people undertaking dangerous manoeuvres to avoid the queues. As a result, a booking system was introduced for residents to use to access an HWRC and control the number of people that can use a site with each having a 30 minute window and those without a booking being turned away. This contract was required in order to provide a call handling service to run alongside the introduction of the booking system for the HWRC service. Having undertaken an Equalities Impact Assessment for the introduction of the service it showed that there could be a negative impact for two of the characteristics 'Age' and 'Poverty' placing residents at a disadvantage where they might not be able to access the internet therefore preventing them from being able to access the HWRC service. Due to the speed at which the system was introduced, it was critical that this service was in place and the County Council did not have the ability to immediately accommodate this in-house. Angel Call Handling were identified as being a Hampshire based, SME supplier who would be able to deliver the required interim service at very short notice and a flexible basis that would minimise the cost but monitoring call volumes and flexing the payment approach to suit the volume. This is an interim measure whilst a compliant procurement is conducted.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/15520075-6ed9-47f6-90b2-8821880454ca |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Single tender action (below threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Mar 2021 |
| Submission deadline | 5 Jun 2020 |
| Future notice date | Not specified |
| Award date | 4 Jun 2020 |
| Contract period | 5 Jun 2020 - 31 Jan 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £179,165 |
| Lots value | Not specified |
| Awards value | £179,165 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HAMPSHIRE COUNTY COUNCIL |
| Locality | WINCHESTER |
| Post town | Southampton |
| Postcode | SO23 8ZB |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ3 Hampshire and Isle of Wight |
| ITL 3 | TLJ36 Central Hampshire |
| Local authority | Winchester |
| Electoral ward | St Michael |
| Westminster constituency | Winchester |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ANGEL CALL-HANDLING |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 8 Mar 2021 at 10:33 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/15520075-6ed9-47f6-90b2-8821880454ca

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/15520075-6ed9-47f6-90b2-8821880454ca
  8th March 2021 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.hants.gov.uk/

## 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-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-372bb9c4-53a3-488e-aa73-cff132a23905.json.