---
title: "LDS OUT OF HOURS HELPDESK SERVICE PROVISION/RES/PRO/2021"
ocid: "ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "OPEN UNIVERSITY(THE)"
published: "2021-12-16"
---

# LDS OUT OF HOURS HELPDESK SERVICE PROVISION/RES/PRO/2021

Buyer: OPEN UNIVERSITY(THE)  
Current stage: Tender  
OCID: ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f

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## Summary

The Open University, located in Milton Keynes, is currently undertaking the procurement process for an "Out of Hours Helpdesk Service Provision" (Tender ID: OUPA10710) valued at £400,000. This tender falls under the services category, specifically classified as call centre operations. The procurement method is selective, employing a restricted procedure due to its above-threshold nature. The deadline for submitting tenders is set for 18 January 2022, with the contract expected to commence on 13 April 2022 and run until 12 April 2026.

This opportunity presents significant potential for businesses specialising in call centre services and IT support, particularly those capable of providing multichannel assistance such as telephony, web chat, and email. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, as the Open University is particularly open to innovative solutions from these sectors. Firms equipped to deliver high levels of customer service, technical support, and logistics management for educational materials could position themselves strongly to meet the Open University's needs.

## Notice

The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU. Documents are available for free, full and unrestricted access at the following link: https://in-tendhost.co.uk/openuniversity

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/76784692-86e5-45c3-b554-022545b76e39 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure (above threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Dec 2021 |
| Submission deadline | 18 Jan 2022 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 12 Apr 2022 - 12 Apr 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £400,000 |
| 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 | OPEN UNIVERSITY(THE) |
| Locality | MILTON KEYNES |
| Post town | Milton Keynes |
| Postcode | MK7 6AA |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ12 Milton Keynes |
| Local authority | Milton Keynes |
| Electoral ward | Monkston |
| Westminster constituency | Milton Keynes Central |
| Delivery location | Not specified |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 16 Dec 2021 at 09:46 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/76784692-86e5-45c3-b554-022545b76e39
- 16 Dec 2021 at 09:38 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/76784692-86e5-45c3-b554-022545b76e39

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/76784692-86e5-45c3-b554-022545b76e39
  16th December 2021 - Opportunity notice on Contracts Finder

## Notice URLs

- https://in-tendhost.co.uk/openuniversity

## 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-bf480025-b928-4439-86a2-58b49ed2ca7f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-bf480025-b928-4439-86a2-58b49ed2ca7f.json.