---
title: "Out of hours telephony service"
ocid: "ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NORWICH CITY COUNCIL"
published: "2023-02-15"
---

# Out of hours telephony service

Buyer: NORWICH CITY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870

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## Summary

The Norwich City Council has awarded a contract for an out-of-hours telephony service to NORSE COMMERCIAL SERVICES. The procurement process was conducted through an open procedure and had a contract value of £330,000. The contract period is from 31st March 2023 to 31st March 2029. The service is crucial for providing statutory services to citizens outside standard office hours.

This tender presents an opportunity for businesses, especially those offering telephone-answering and related services, to compete for contracts with Norwich City Council. Small and medium-sized enterprises (SMEs) are particularly encouraged to participate in the procurement process. Businesses interested in service contracts within the East of England region should consider engaging with Norwich City Council's procurement activities to explore potential growth opportunities.

## Notice

Norwich City Council is looking for a provider of our out of hours telephony service, covering all out of hours calls (16:00 to 09:00 ) including bank holidays, weekends and the Christmas period separately, except for alarm monitoring and lift calls which are 24hrs a day. Service Users contact the helpdesk (set up by the provider on their own premises), the helpdesk collates this response and processes. Reports on calls are generated and sent to individual Norwich City Council departments as required. The provider will also manage a key collection service with a restricted access, secure key safe for Service Users and third parties to deposit or collect keys out of hours. The out of hours telephony service is essential to providing our statutory services to citizens with queries out of our standard office hours.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/32e2c57f-11c1-4303-b425-6dae5ed6b442 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Feb 2023 |
| Submission deadline | 13 Jan 2023 |
| Future notice date | 20 Dec 2022 |
| Award date | 15 Feb 2023 |
| Contract period | 30 Mar 2023 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £342,900 |
| Lots value | Not specified |
| Awards value | £330,000 |
| 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 | NORWICH CITY COUNCIL |
| Locality | NORWICH |
| Post town | Norwich |
| Postcode | NR2 1NH |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH51 Norwich and East Norfolk |
| Local authority | Norwich |
| Electoral ward | Mancroft |
| Westminster constituency | Norwich South |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NORSE COMMERCIAL SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services
- 79990000 - Miscellaneous business-related services

## Release History

- 15 Feb 2023 at 14:08 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/32e2c57f-11c1-4303-b425-6dae5ed6b442
- 4 Jan 2023 at 13:13 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/133ea3bf-8b2a-43fb-bbcf-441710684507
- 4 Jan 2023 at 13:11 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/1b73524e-4ee7-4be4-90c4-2cede78bf8bf
- 14 Nov 2022 at 10:49 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/1b73524e-4ee7-4be4-90c4-2cede78bf8bf
- 10 Oct 2022 at 16:46 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/1b73524e-4ee7-4be4-90c4-2cede78bf8bf

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/32e2c57f-11c1-4303-b425-6dae5ed6b442
  15th February 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/133ea3bf-8b2a-43fb-bbcf-441710684507
  4th January 2023 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/1b73524e-4ee7-4be4-90c4-2cede78bf8bf
  4th January 2023 - Future opportunity notice on Contracts Finder

## Notice URLs

- https://in-tendhost.co.uk/norwich/aspx/home

## 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-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-94b65330-e1db-4053-aff7-ed4646d91870.json.