---
title: "Out of Hours Call Centre"
ocid: "ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "LONDON BOROUGH OF EALING"
published: "2017-01-17"
---

# Out of Hours Call Centre

Buyer: LONDON BOROUGH OF EALING  
Current stage: Tender  
OCID: ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902

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## Summary

The London Borough of Ealing is procuring an Out of Hours Call Centre service with a total contract value of £7,000,000. This procurement is in the Tender stage, with the tender period ending on 21 February 2017, and the contract expected to commence on 24 September 2018 for a duration of five years, with potential extensions. The applicable industry category includes telephone switchboard services, telephone survey services, and telephone-answering services, with delivery addresses covering the United Kingdom and beyond.

This contract presents a significant opportunity for both small and medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) to enter a collaborative consortium that has been in operation since 2008. Successful bidders will be expected to participate in a Competitive Dialogue Procedure, which could be well-suited for businesses capable of delivering high-quality telephone services and demonstrating innovative solutions to meet the consortium's comprehensive service requirements.

## Notice

The London Borough of Ealing ("the Council") has an Out of Hours Call Centre Contracts which expires on the 23rd September 2018. 1.1.2 The Council intends to let a new contract for a term of 5 years with an option to extend for 2 additional terms of one year each for itself and on behalf of the London Boroughs of Havering, Barnet, Kensington and Chelsea, Tower Hamlet, Haringey, Waltham Forest and Enfield and Peabody and Wandle Housing Associations ("the Initial Participating Organisations"), plus any other public bodies which choose to join the arrangements later who will each enter into a separate services agreement with the successful provider. 1.1.3 The London Borough of Ealing Council is the lead contracting authority. 1.1.4 The OJEU Notice was published in the Official Journal of the European Union in January seeking expressions of interest from organisations wishing to participate in the Project. 1.1.5 The Council is carrying out this procurement using the Competitive Dialogue Procedure under European Directive 2014/24/EU as implemented in the UK by the Public Contracts Regulations 2015 (Statutory Instrument Number 102, 2015) (as amended) 1.1.6 The Council conducted a pre-qualification (SQ) exercise to identify suitable bidders to participate in this procurement. 3 such Bidders are now invited to participate in the Competitive Dialogue Procedure with the Council ("The Bidders"). [Note: the document pack, issued to interested parties, around the time of publication of the OJEU notice includes both the SQ and the subsequent ITPD document set. In the first instance bidders should address themselves to the SQ only] 1.1.7 There is a strong ethos of collaboration underpinning the Out of Hours Call Centre consortium. This will be third service contract used by the consortium members since 2008. 1.1.8 Bidders will be expected to identify during the Dialogue Meetings and in their solution, how they propose to accommodate the requirements of the consortium as enshrined in the Overarching Agreement, Specification, bid- back pricing schedule and other tender documents. All these documents are listed in Appendix 12 to the ITPD document set which is available on the tender portal Additional information: Please note that interest and clarifications must be made through the pro contracts web site:- https://procontract.due-north.com/ The reference is: Project Id: DN231422

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1b6cee42-7d7c-43a7-9c7d-126deade5978 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jan 2017 |
| Submission deadline | 21 Feb 2017 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 23 Sep 2018 - 23 Sep 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £7,000,000 |
| 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 | LONDON BOROUGH OF EALING |
| Locality | EALING, LONDON |
| Post town | West London |
| Postcode | W5 2HL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI73 Ealing |
| Local authority | Ealing |
| Electoral ward | Ealing Broadway |
| Westminster constituency | Ealing Central and Acton |
| Delivery location | Not specified |

## CPV Codes

### Divisions

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

### Codes

- 64214200 - Telephone switchboard services
- 79311210 - Telephone survey services
- 79510000 - Telephone-answering services

## Release History

- 17 Jan 2017 at 17:07 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1b6cee42-7d7c-43a7-9c7d-126deade5978
- 17 Jan 2017 at 17:01 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1b6cee42-7d7c-43a7-9c7d-126deade5978

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1b6cee42-7d7c-43a7-9c7d-126deade5978
  17th January 2017 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b96987f6-b966-4bf5-8186-3316c9df2289
  Supplier Qualification Form
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b3be92b1-1fda-468c-aac3-6a94cb956703
  ITPD Part 1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2066d821-7f3b-4983-867d-2f3c4cedbf6f
  ITPD Part 2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ae45b090-64b5-4b3c-acea-942b2467cc92
  Contract
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ec01ca3a-4576-4922-a671-754932cf72a5
  Specification
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7b8fa69d-4b17-488f-ab5c-3b74d7054b30
  Appendix 1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4c153201-aa9e-4792-a1e1-182e76d2ac35
  Appendix 2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/15bea124-dc17-4f8a-808b-19f8e7e796cd
  Appendix 3
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/92074979-66f0-4715-b1c0-b807fc867674
  Appendix 4
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b07534ae-2e2a-41f9-8aa1-ceda13b818ec
  Appendix 5
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/54b771d6-896c-49b1-8ad7-92b422a6d20e
  Appendix 6
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ad2c32cb-e180-4e0c-8987-56c38bf9bfce
  Appendix 7
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6247717c-c43c-4c0e-a227-92736cd8534b
  Appendix 8
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2d726866-8ae1-4033-9afc-b7388ad4755f
  Appendix 9
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4b689d6b-64a5-40ea-9dcc-dcc9a0f52a7e
  Appendix 10
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1e893df6-87ec-497a-b7a4-87a77a031a85
  Appendix 11
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/94fdc29d-dedb-45ea-b792-cf2b7abf7928
  Appendix 12
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/50b442e9-a55c-4fc7-a3ff-4b1540cfeb53
  Appendix 13
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/270d946c-965a-43f8-b684-59c5a0dae907
  Bid Back Financial Table Guidance
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/333e816c-1ee5-4413-b3e2-530ade2ed502
  Bid Back Financial Table

## Notice URLs

- https://procontract.due-north.com/
- https://www.ealing.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-f5d1f824-7c9f-423f-b9c9-21856fd37902. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f5d1f824-7c9f-423f-b9c9-21856fd37902.json.