---
title: "Support to Safer Workplaces Programme"
ocid: "ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HEALTH & SAFETY EXECUTIVE"
published: "2021-01-25"
---

# Support to Safer Workplaces Programme

Buyer: HEALTH & SAFETY EXECUTIVE  
Current stage: Award  
OCID: ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873

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## Summary

The public procurement process for the "Support to Safer Workplaces Programme" is being conducted by the Health & Safety Executive, based in Bootle, England. This programme, classified under call centre services (CPV code: 79512000), aims to assist businesses in ensuring safe operations amidst the ongoing COVID-19 situation. The tender was awarded on 6th May 2020, following a selective procurement method via a call-off from a framework agreement. The contract period spans from 7th May 2020 to 31st July 2020, with a total value of £1,250,000. Milestones for service delivery include the establishment of an enquiry helpline and ongoing management activities, with specified operational hours.

This tender presents significant growth opportunities for businesses in the call centre and customer support sectors, particularly those with capabilities in handling inquiry services and developing training for call agents. Small and medium-sized enterprises (SMEs) that specialise in these areas would be well-positioned to compete, as the procurement specifies suitability for SMEs. This initiative not only supports the Health & Safety Executive in fulfilling its mandate during the pandemic but also fosters industry growth and resilience in providing essential services to businesses across the UK.

## Notice

The Safer Workplaces programme aims to support businesses to work as safely as possible both now for those that are open and in the future as the Government framework for COVID19 develops. The main priority is to deliver safer working guidance to provide the practical steps businesses can take to keep their employees safe. Support the HSE team to set up and operate an enquiry service in response to the Covid-19 outbreak. Please see deliverables sections for further detail on the outcomes to be achieved. Stage A: by Monday 18th May (8:30am - 10pm) * Support HSE to set up an enquiry helpline in response to Covid-19 pandemic * Develop Inbound call process and script * Develop Escalation process * Develop MI, reporting and governance process * Respond to changes in approach and government guidance * Mobilise Call Agents * Monitor volume and complexity of calls * Manage and monitor resource performance and adherence to SLAs * Provision of MI on performance, following agreed timetable * Operate inbound and outbound call handling services from 08:30 to 22:00 Monday to Friday, or as otherwise agreed Stage B: by Monday 8th June (8:30am - 8pm) * Develop outbound call proof of concept * Develop Outbound process (including call failure) and call script * Identify technology requirements * Finalise number of Pods * Plan, hire, onboard Call Agents * Support Outbound Call Agents through relevant checks (e.g. DBS) * Design and roll out outbound training * Agree appropriate mechanisms to enable the secure exchange of data and information * Develop Call Form to document outbound call findings * Consolidate outbound call findings * Agree a schedule of calls which will take into account various factors (Data quality, coverage of industries, coverage of geographical regions and HSE ability to manage resources and referrals) * Operate inbound and outbound call handling services from 08:30 to 20:00 Monday to Friday, or as otherwise agreed * Ongoing manage and monitoring of resource performance and adherence to SLAs * Ongoing provision of MI on performance, following agreed timetable * Refine processes and seek to improve quality and outcomes of call handling activities Stage C: by 31st July (8:30am - 5pm) * Ongoing service for inbound and outbound services * A revised POD size of 3 going down to 2 from the 22nd June * Hours reduced to 8 (5pm close)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1f691122-632f-43f7-befc-eb5994c7f25b |
| 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 | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jan 2021 |
| Submission deadline | 5 May 2020 |
| Future notice date | Not specified |
| Award date | 5 May 2020 |
| Contract period | 6 May 2020 - 31 Jul 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,250,000 |
| Lots value | Not specified |
| Awards value | £1,250,000 |
| 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 | HEALTH & SAFETY EXECUTIVE |
| Locality | BOOTLE |
| Post town | Liverpool |
| Postcode | L20 7HS |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD73 Sefton |
| Local authority | Sefton |
| Electoral ward | Linacre |
| Westminster constituency | Bootle |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ERNST & YOUNG |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 25 Jan 2021 at 17:22 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1f691122-632f-43f7-befc-eb5994c7f25b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1f691122-632f-43f7-befc-eb5994c7f25b
  25th January 2021 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.hse.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-c6a4cdc8-941e-4001-a6c6-23273cfcd873. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c6a4cdc8-941e-4001-a6c6-23273cfcd873.json.