--- title: "Migrant Help Contact Centre Solution" ocid: "ocds-h6vhtk-030b1b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030b1b" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-030b1b.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-030b1b.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "MIGRANT HELP" published: "2022-01-14" --- # Migrant Help Contact Centre Solution Buyer: MIGRANT HELP Current stage: Tender OCID: ocds-h6vhtk-030b1b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030b1b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-030b1b.json) ## Summary The contract titled "Migrant Help Contact Centre Solution" is being tendered by Migrant Help, a registered charity based in London, UK. This procurement falls within the services industry, specifically the call centre category (CPV code 79512000). The procurement process is currently in the tender stage, with key dates including the submission deadline on 28th January 2022, an evaluation period from 29th January to 3rd February 2022, and the expected contract signature on 11th March 2022. The total estimated value of the contract is £1,500,000 for an initial term of three years, with the option for a yearly renewal thereafter.  This tender presents significant opportunities for growth, particularly for small and medium enterprises (SMEs) specialising in contact centre solutions and telecommunications. Companies with experience in handling high-volume inbound calls, as well as those proficient in providing integrated services and advanced data reporting capabilities, would be well-positioned to compete. As the contract supports essential services for individuals seeking asylum in the UK, potential bidders should demonstrate their expertise in delivering reliable and secure solutions that align with service requirements. ## Notice Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution for the UK government' commissioned Advice, Issue Reporting and Eligibility (AIRE) Service, which supports people seeking asylum in the UK. The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports. The contract term will be for a 3 year initial period, with the option to extend for an additional year. ### Lot Information Lot 1 Migrant Help is tendering for a new provider to deliver our 24 hour contact centre solution. Procurement timeline: - Bidders can express interest and complete the SQ from 14th - 28th January 2022. - Evaluation process from 29th January to 3rd February 2022. - Bidders who have been selected to move on to the next stage will be invited to submit a tender between 4th - 18th February 2022. - Evaluation process runs from 19th - 25th February 2022. - Successful bidder informed on 25th February 2022. - Contract signature on 11th March 2022. - Mobilisation period from 11th March - 31 May 2022. - Service commencement date - 1st June 2022. All dates are potentially subject to change. The contact centres currently receives an average of 100,000 inbound calls per month and we expect this number to increase in line with the service it supports. The solution must: *provide the ability to handle and process all inbound calls to the contact centres *provide dashboards *provide data visualisation capabilities *provide detailed reporting and forecasting capabilities *have the ability to integrate with external services and applications The solution provider must ensure the solution: *is fully supported at all times *meets our security, contractual and process requirements. Additional information: To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/C26T4MY3H9 Renewal: This contract has the option to be renewed every year, by mutual agreement, for an additional period of 1 year. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/001155-2022 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Jan 2022 | | Submission deadline | 28 Jan 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,500,000 | | Lots value | £1,500,000 | | 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 | MIGRANT HELP | | Locality | LONDON | | Post town | Central London | | Postcode | EC1V 2NX | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI43 Haringey and Islington | | Local authority | Islington | | Electoral ward | Bunhill | | Westminster constituency | Islington South and Finsbury | | Delivery location | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 32524000 - Telecommunications system - 79512000 - Call centre ## Release History - 14 Jan 2022 at 12:15 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/001155-2022 ## Notice URLs - http://www.migranthelpuk.org - https://delta-esourcing.com - https://migranthelpuk.org - https://www.delta-esourcing.com/respond/C26T4MY3H9 - https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./C26T4MY3H9 - https://www.migranthelpuk.org ## 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-030b1b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-030b1b.json.