---
title: "Consultant review of call centre operations and resource"
ocid: "ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "PROGRESS HOUSING GROUP"
published: "2017-06-21"
---

# Consultant review of call centre operations and resource

Buyer: PROGRESS HOUSING GROUP  
Current stage: Tender  
OCID: ocds-b5fd17-ee9e386a-e3f5-4c3c-a021-16e9d583eb1d

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## Summary

The procurement process titled "Consultant review of call centre operations and resource" is being conducted by Progress Housing Group, a registered provider of social housing based in the North West of England. The tender is classified under the business services industry, specifically focusing on consulting services related to call centre operations. The current stage of this procurement is open, with the tender period set to end on 12th July 2017. The contract term is anticipated to commence around mid-August 2017 and will conclude on 14th September 2017, with a budget of £20,000 allocated for this consultation project.

This tender offers a significant opportunity for businesses specialising in consultancy services, particularly those with expertise in customer contact management and call centre operations. Companies that are adept in providing technological support and resource planning within similar contexts would be well-suited to compete for this contract. As Progress Housing Group aims to enhance its service delivery while driving value for money, firms that share its commitment to efficiency and effectiveness in service provision will likely find this procurement to be a fitting avenue for business growth.

## Notice

Progress Housing Group together with its subsidiary companies provide a diverse range of housing solutions and related services throughout the UK including social and affordable rent, shared ownership, market rent, sheltered housing and housing for people with specialist needs. The subsidiaries of Progress Housing Group are New Progress Housing Association Limited, New Fylde Housing Limited and Progress Care Housing Association Limited. This tender is for Progress Housing Group on behalf of the company itself, its present and future subsidiaries and associated bodies (together "the Group"). The Group are registered providers of social housing and are regulated by the Homes and Communities Agency. The Group are largely registered with charitable status with the exception of the parent company Progress Housing Group has offices in the North West of England (mainly South Ribble & Fylde Coast) and also in Leeds, Lincoln & Boston. The bidders are to provide the appropriate technology and resources and associated support with the specific requirement set out in this ITT across the lifetime of this contract Progress Housing Group has a stock of approximately 10,000 properties, the majority being in the North-West of England (approximately two thirds) with the remainder spread across England and a number in Scotland also. The budget annual turnover is approximately PS74.5 million in for the financial year 2016/2017 With the current emphasis on value for money, the Group now wishes to formalise the Progress Connect & Control Centre services it uses in order to drive value for money. The Group intends that this is done in a compliant and non-discriminatory way adopting a robust procurement process which secures Bidders who share the Group's values and help the Group to secure its strategic aims: To find out more go to www.progressgroup.org.uk Scope of Service : There are two departments that currently undertake customer contact services for housing Progress Connect and Progress Lifeline. Due to the expansion and the changing expectation of the staff and service there is a requirement to effectively coordinate the work and resources in both areas. We require input and recommendations from a consultant with expertise in the management of customer contact into a 'call centre' style operation to ensure work is being handled efficiently. Planning of resource has also been problematic in both areas due to the lack of a resource planner. Contract term This is a one off consultation project with time spent in both departments (roughly a week in total) with a report being prepared within 4 weeks. The anticipated start date would be mid August 2017 (w/c 14th or 21st August) with recommendations submitted mid September 2017.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/fe576c36-ce08-42b5-8165-6517b3197930 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Jun 2017 |
| Submission deadline | 12 Jul 2017 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 13 Aug 2017 - 14 Sep 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £20,000 |
| 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 | PROGRESS HOUSING GROUP |
| Locality | LEYLAND |
| Post town | Preston |
| Postcode | PR25 2LW |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD4 Lancashire |
| ITL 3 | TLD45 Mid Lancashire |
| Local authority | South Ribble |
| Electoral ward | Leyland Central |
| Westminster constituency | South Ribble |
| Delivery location | TLD North West (England) |

## CPV Codes

### Divisions

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

### Codes

- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 79500000 - Office-support services
- 79512000 - Call centre

## Release History

- 21 Jun 2017 at 14:40 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/fe576c36-ce08-42b5-8165-6517b3197930

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/fe576c36-ce08-42b5-8165-6517b3197930
  21st June 2017 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.progressgroup.org.uk

## Provenance

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