---
title: "Provision of Out of hours support for the computing and distribution Helpdesk"
ocid: "ocds-h6vhtk-03a5da"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a5da"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a5da.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a5da.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "OPEN UNIVERSITY(THE)"
published: "2024-12-16"
---

# Provision of Out of hours support for the computing and distribution Helpdesk

Buyer: OPEN UNIVERSITY(THE)  
Current stage: Award  
OCID: ocds-h6vhtk-03a5da

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## Summary

The Open University (OU) has awarded a contract for the provision of out-of-hours support for their Student Computing and Distribution Helpdesk (SCDHD) to Norman Managed Services, a company based in Newcastle upon Tyne. The procurement, categorised under telephone-answering services (CPV code 79510000), is part of the services sector and involves maintaining 24/7 support for students through various channels. The contract was signed on 20th April 2023, valued at GBP 550,000, and is set to extend for a period of three years, following a previous tender in 2022 that resulted in non-compliant bids. The procurement method used was limited, due to the absence of competition for technical reasons, ensuring continuity of the sensitive support services provided by Norman Managed Services.

This tender presents significant opportunities for growth for businesses equipped to handle highly sensitive and technical support services in the education sector. Companies with expertise in managing complex helpdesk operations and a proven track record in the Higher Education domain are well-suited to compete. Norman Managed Services' successful integration into the OU's OOH support highlights the importance of industry experience and the ability to offer cost-effective, comprehensive, 24/7 student support solutions. This contract underlines the potential for SMEs possessing specialised skills to secure long-term, high-value public procurement contracts.

## Notice

The Open University's Student Computing and Distribution Helpdesk (SCDHD) are appointing an 3rd party to provide out of hours (OOH) support.

### Lot Information

Lot 1

The OU Helpdesk receives contact from students providing both technical and non-technical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The OU has now extended support of students to 24/7 via different channels

Options: 2 x 12 months

### Procurement Information

Following a tender in 2022, which resulted in two non-compliant bids, the OU entered into an interim agreement with Norman. The OU now wishes to contract with Norman for a longer period of 3 years, on the grounds of absence of competition due to technical reasons. Norman Managed Services have successfully supported the OU over the past 12 months with an out-of-hours Helpdesk. They have become an integral part of how the OU supports students. The OU Helpdesk receives contact from students providing both technical and nontechnical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The support provided in this area is extremely sensitive and Norman supports a range of other Universities and other Higher Education organisations, giving them experience in dealing directly with the complexity that this service can bring. The services provided by Norman has also given the OU the ability to benefit from the widespread expertise gained by Norman over the past 17 years that they have been operating. The OU has now extended support of students to 24/7 via different channels through a combined service of in-house OU Helpdesk and Norman. This increase in service for OU students has been achieved at lower cost.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/040416-2024 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Dec 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 15 Feb 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £875,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | OPEN UNIVERSITY(THE) |
| Locality | MILTON KEYNES |
| Post town | Milton Keynes |
| Postcode | MK7 6AA |
| 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 | TLC2 Northumberland, and Tyne and Wear, TLJ12 Milton Keynes |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NORMAN MANAGED SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services
- 79512000 - Call centre

## Release History

- 16 Dec 2024 at 11:43 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/040416-2024
- 15 Feb 2023 at 12:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/004638-2023

## Notice URLs

- http://www.open.ac.uk
- https://in-tendhost.co.uk/openuniversity
- https://www.open.ac.uk/

## Provenance

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