--- title: "WP3473A Provision of Out of Hours Telephony Contact" ocid: "ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "WALSALL COUNCIL E-TENDERING" published: "2019-01-24" --- # WP3473A Provision of Out of Hours Telephony Contact Buyer: WALSALL COUNCIL E-TENDERING Current stage: Tender OCID: ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-cc436ac3-5722-42ef-95b3-e1584f081e1b.json) ## Summary Walsall Council is currently conducting a procurement process for the "WP3473A Provision of Out of Hours Telephony Contact" service, which falls under the category of alarm-monitoring services. The procurement method is an open procedure, allowing for submissions from various suppliers. The tender is open until 5th February 2019, with the contract expected to commence on 4th March 2019 and last until 3rd March 2020. Interested parties should be aware of the delivery location in Walsall, West Midlands, where the service will be executed. This tender presents an excellent opportunity for businesses specialising in telephony services, customer support, and emergency response management to collaborate with Walsall Council. Companies that can demonstrate a capacity for delivering high-quality customer service and managing telephony enquiries outside standard hours would be particularly well-suited for this contract. Additionally, businesses with a proven track record in social and community services may find this opportunity aligns well with their expertise, fostering business growth through local council partnerships. ## Notice The following specification sets out the Council's requirements to ensure emergency telephony enquiries are managed outside of the standard office hours of 8.45am to 5.15pm Monday to Thursday, 8.45am to 4.45pm on Friday, every Saturday and Sunday, every Bank Holiday and any additional concessionary days agreed by the Council's leadership team (for example, in 2018 this includes the 24th December). Additional concessionary days will be communicated to the supplier at least 4 weeks in advance to ensure the supplier can resource plan. The role of the chosen partner out of hours contact provider will be principally to receive enquiries from stakeholders including residents and partners and outside of the core hours (set out above) in a way that is friendly, helpful, professional and polite. The out of hours partner provider will then ensure timely, accurate messages are issued to appropriate on-call officers providing key aspects of information needed for officers to make informed decisions and take any forward any required actions. The supplier will answer the calls advising the caller they are managing out of hours enquiries on behalf of Walsall Council and will ensure the highest standards of professionalism in each interaction with the public. The supplier will ensure colleagues receiving out of hours enquiries are empathetic, helpful and understanding of residents' concerns and will act to liaise with on call emergency duty teams in a manner that is prompt, efficient, understanding and helpful. The Council seeks to work fully in the spirit of partnership with the supplier to ensure effective delivery of the contract and will regularly monitor outputs and service performance of the contract in an open and honest way to deliver service improvements. Additional information: Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1e540f9c-8d70-41d0-ad69-1950b12eda56 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 24 Jan 2019 | | Submission deadline | 5 Feb 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 4 Mar 2019 - 3 Mar 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | 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 | WALSALL COUNCIL E-TENDERING | | Locality | WEST MIDLANDS | | Post town | Walsall | | Postcode | WS1 1TP | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG38 Walsall | | Local authority | Walsall | | Electoral ward | St Matthew's | | Westminster constituency | Walsall and Bloxwich | | Delivery location | TLG West Midlands (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 85 - Health and social work services - 98 - Other community, social and personal services ### Codes - 79711000 - Alarm-monitoring services - 85300000 - Social work and related services - 85310000 - Social work services - 85320000 - Social services - 98000000 - Other community, social and personal services ## Release History - 24 Jan 2019 at 16:57 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1e540f9c-8d70-41d0-ad69-1950b12eda56 - 24 Jan 2019 at 14:53 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1e540f9c-8d70-41d0-ad69-1950b12eda56 - 20 Dec 2018 at 11:18 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1e540f9c-8d70-41d0-ad69-1950b12eda56 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/1e540f9c-8d70-41d0-ad69-1950b12eda56 24th January 2019 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/walsallcouncil/aspx/ Additional information on how to apply for this contract ## Notice URLs - https://www.walsall.gov.uk/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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