--- title: "'Out-of-Hours' Call Handling Service - 21-211-E" ocid: "ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd.json" source: "Contracts Finder" current_stage: "Tender" buyer: "THANET DISTRICT COUNCIL" published: "2021-07-09" --- # 'Out-of-Hours' Call Handling Service - 21-211-E Buyer: THANET DISTRICT COUNCIL Current stage: Tender OCID: ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd.json) ## Summary Thanet District Council is initiating a public procurement process for an 'Out-of-Hours' Call Handling Service aimed at delivering emergency assistance and customer support during off-peak hours. This tender, which falls under the category of business services, is set to be conducted through an open procurement method. Key milestones include a deadline for clarification questions by 16 July 2021, and the submission of completed quotations due by 23 July 2021. The contract is expected to commence on 9 August 2021, lasting for four years with a potential one-year extension, and will be executed in the South East region of England, where the council is located. This tender presents significant opportunities for businesses specialising in customer service and call handling, particularly small and medium-sized enterprises (SMEs). By participating in this procurement, businesses can enhance their market presence and build relationships with a local government authority. The focus on delivering essential emergency services means that companies with experience in similar operational frameworks and a capacity to manage high-pressure situations would be particularly well-suited to compete for this contract. ## Notice Thanet District Council is seeking a suitable supplier for the provision of an Out-of-Hours Call Handling Service. The Service is for Out-of-Hours call handling from customers and others seeking emergency assistance and other assistance from the council. The Out-of-Hours period for the council is between 1700hrs and 0845hrs, the following day, on weekdays and for a 24 hour period at weekends, to include Bank holidays and other statutory holidays for services listed in the Council's Standby Emergency Procedure Manual for General Fund & Housing Services. The Contract is anticipated to commence upon 9 August 2021 for an initial period of 4 years with an option to extend for 12mths (at the sole discretion of the council) . Important Information: All procurement documents are attached to the notice and available for suppliers to download from the Kent Business Portal (kentbusinessportal.org.uk) and complete according to instructions contained. The procurement process will be undertaken on the basis of formal quotations. Evaluation will be on the basis of criteria and methodology as set out in the Invitation to Quote document. Any clarifications or questions must be submitted via the Message area of the Kent Business Portal by no later than 14.00hrs on 16 July 2021. Completed quotation documents must be submitted electronically via the Kent Business Portal by no later than 14.00hrs on 23 July 2021 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7d0c1a7d-8d48-467a-b5e5-fa86d7159f04 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Jul 2021 | | Submission deadline | 23 Jul 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 8 Aug 2021 - 8 Aug 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £40,000 | | 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 | THANET DISTRICT COUNCIL | | Locality | MARGATE | | Post town | Canterbury | | Postcode | CT9 1XZ | | Country | England | | ITL 1 | TLJ South East (England) | | ITL 2 | TLJ4 Kent | | ITL 3 | TLJ44 East Kent | | Local authority | Thanet | | Electoral ward | Cliftonville West | | Westminster constituency | East Thanet | | Delivery location | TLJ South East (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 9 Jul 2021 at 09:05 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/7d0c1a7d-8d48-467a-b5e5-fa86d7159f04 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/7d0c1a7d-8d48-467a-b5e5-fa86d7159f04 9th July 2021 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.thanet.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-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7078de12-f4e3-4277-b098-b42ac3b069fd.json.