---
title: "HWRC Call-Handling Service"
ocid: "ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793.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-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793

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## Summary

The Hampshire County Council, based in Winchester, England, has awarded a contract titled "HWRC Call-Handling Service" for telephone-answering services in the waste management industry. This procurement process, which followed a selective method as a call-off from a framework agreement, was initiated to provide support for residents unable to book online appointments due to pandemic-related restrictions. The contract commenced on 1 February 2021 and is set to conclude on 31 July 2021. Although the initial contract period is six months, there is potential for an extension based on resource needs. The total contract value is approximately £252,631.56, with a minimum value of £126,315.78.

This tender presents significant opportunities for businesses specialising in call-handling and customer service solutions, particularly small and medium-sized enterprises (SMEs). Companies that have experience in high-volume telephone booking systems or those capable of implementing user-friendly telecommunications solutions would be particularly well-suited to compete for similar contracts. With the growing need for flexible booking services in public sector waste management, suppliers can aim to enhance their portfolios and expand clientele by engaging in such contracts.

## Notice

Background Hampshire County Council (the Authority) is a major county council situated in southern England, providing public services to over 1.3 million residents. Working with Southampton and Portsmouth city councils, through its statutory duty as a designated Waste Disposal Authority (WDA) it manages a network of 26 Household Waste Recycling Centres (HWRCs). Following a period of closure during the first Covid-19 lockdown in Spring 2020, Hampshire's HWRC reopened with a number of restrictions in order to maintain social distancing measures. Some sites experienced severe congestion however and the decision was taken to introduce an online booking service from 15 June 2020. While every effort was made to encourage residents to use the online route, it was recognised that a minority of the population needed an alternative means of booking if they were unable to use the internet for some reason. A temporary external phone line was set up for this purpose as the County Council's own call centre was suspended to all but critical service calls due to the pandemic. Hampshire County Council is seeking to explore opportunities to continue to provide a telephone booking line beyond the end of the existing contract. Expected call volumes are such that the County Council does not feel it can manage this internally so would be looking for an external organisation to partner with us to provide this specific service for a further period. Scope of the Contract The primary aim of the project is to provide an alternative option for those residents unable to book online. A smooth, effective service is required to assist residents with their requests, however there should equally be a commitment to actively encouraging as much customer channel shift as possible and encouraging use of the online portal as the quickest and simplest way of making a booking. A small proportion of booking slots (around 5%) are made available exclusively to telephone bookings every day. Agents should courteously assist with requests to book a slot, advising them of the available times. The contract would be for six months initially, with scope to extend for a further six months if resource and demand requires this. An internal review will be conducted at that point to evaluate capacity to take this service in-house.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1b6ebff8-aeb3-4ebf-9cca-34b6a3af6097 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Mar 2021 |
| Submission deadline | 20 Jan 2021 |
| Future notice date | Not specified |
| Award date | 29 Jan 2021 |
| Contract period | 1 Feb 2021 - 31 Jul 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £252,631 |
| Lots value | Not specified |
| Awards value | £126,315 |
| 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 | BLOOM PROCUREMENT SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 8 Mar 2021 at 10:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1b6ebff8-aeb3-4ebf-9cca-34b6a3af6097

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1b6ebff8-aeb3-4ebf-9cca-34b6a3af6097
  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-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9af5dfe7-9e63-49d0-86a2-500a00ab5793.json.