--- title: "LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021" ocid: "ocds-h6vhtk-030244" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030244" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-030244.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-030244.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "THE OPEN UNIVERSITY" published: "2021-12-16" --- # LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021 Buyer: THE OPEN UNIVERSITY Current stage: Tender OCID: ocds-h6vhtk-030244 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030244) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-030244.json) ## Summary The Open University is currently seeking a partner for its "LDS Out of Hours Helpdesk Service Provision" tender. This procurement, categorised under the services industry and notably focusing on call centre operations, aims to enhance the support for the Student Computing and Distribution Helpdesk during evenings, weekends, and standard bank holidays. The tender is active and submissions are due by 18 January 2022, with the contract expected to commence on 13 April 2022 and potentially extend for four years, with two additional one-year renewal options. The procurement method selected is a restricted procedure, allowing only a limited number of suppliers to participate in the bidding process. This tender presents a significant opportunity for businesses specialising in call centre services, particularly those with experience in multichannel support involving telephony, web chat, and email. Companies that can offer expertise in IT support, advice on educational software, and managing delivery logistics will be particularly well-suited to compete. Engaging with the Open University in this capacity can not only enhance service delivery for the higher education sector but also foster long-term business relationships in a growing market. ## 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. ### Lot Information Lot 1 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. The operating hours of both SCDHD and OOH service provision are as detailed in the table below. Renewal: Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/031437-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | 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 | £464,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | THE OPEN UNIVERSITY | | Locality | MILTON KEYNES | | Post town | Milton Keynes | | Postcode | MK7 6BP | | 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 | TLJ12 Milton Keynes | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 16 Dec 2021 at 14:46 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/031437-2021 ## 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-h6vhtk-030244. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-030244.json.