---
title: "Emergency Contact Services (ECS) '24 for receipt of publicly reported gas escape calls and subsequent engineer dispatch."
ocid: "ocds-h6vhtk-041b38"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-041b38"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-041b38.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-041b38.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "PHOENIX ENERGY GROUP LTD (FORMERLY PHOENIX NATURAL GAS LTD)"
published: "2024-03-29"
---

# Emergency Contact Services (ECS) '24 for receipt of publicly reported gas escape calls and subsequent engineer dispatch.

Buyer: PHOENIX ENERGY GROUP LTD (FORMERLY PHOENIX NATURAL GAS LTD)  
Current stage: Award  
OCID: ocds-h6vhtk-041b38

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## Summary

The Phoenix Energy Group Ltd (formerly Phoenix Natural Gas Ltd) is seeking Emergency Contact Services (ECS) '24 for the receipt of publicly reported gas escape calls and subsequent engineer dispatch. The procurement falls under the services category and involves providing a contact centre based in Northern Ireland that can handle a high volume of calls on a 24/7 basis. The tender process is in the selective procurement stage, utilizing a negotiated procedure with prior call for competition. The deadline for the tender period ends on December 15, 2023.

This tender for Emergency Contact Services (ECS) '24 by Phoenix Energy Group Ltd presents an opportunity for service providers experienced in call centre operations to compete. Organisations capable of delivering emergency response services and call handling on a 24/7 basis are well-suited for this opportunity. The successful bidder will need to demonstrate expertise in managing high call volumes, ensuring prompt dispatch of engineers, and maintaining service quality in line with regulatory requirements.

## Notice

Phoenix Energy Group Ltd (formerly Phoenix Natural Gas Ltd) own and operate a gas distribution network system in the Greater Belfast Area of Northern Ireland. It is a condition of the associated License to operate, that Phoenix provides a contact number - publicly available - in order that gas-related incidents may be reported on a 24/ 365 basis. Such reports may require the dispatch of an Engineer to the location in question, the response time to which is also determined by the Operator License referred to previously. Phoenix requires to appoint a suitably experienced and resourced Service Provider capable of delivering the full emergency service - from receipt of call through to Engineer dispatch and ultimately satisfactory delivery of a safe and robust service. N.B. Under the conditions of the Gas Safety (Management) Regulations (Northern Ireland) 1997, Phoenix must provide the 24-hour gas escape telephone number - 0800 002 001 - and make this accessible to any member of the public and any other Entity that operates a gas distribution network within the Northern Ireland region. To this end, it is a condition of this tender process that any Service Provider appointed by Phoenix Energy, must afford the same services, at commensurate commercial terms, to any other Northern Ireland Gas Network Operator.

### Lot Information

Lot 1

The Emergency Call Centre requires to provide a dedicated resource capable of receiving and processing around 3,500 calls in any given month - on a 24/ 365 basis. This number could significantly escalate in the event of a critical incident. The ultimate objective of the appointed Service Provider will be to help safe-guard life and property. Note, the appointed Service Provider will be required to provide a facility that operates within the same time zone as the Northern Ireland Gas Network Operators - i.e. GMT. Additional information: Organisations wishing to participate in the tender process must first complete and submit (before the due date) the Pre-qualification Questionnaire, the purpose of which will be to establish the relevant experience of the Applicant Party in relation to the required Services to be delivered.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/010475-2024 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Mar 2024 |
| Submission deadline | 15 Dec 2023 |
| Future notice date | Not specified |
| Award date | 22 Mar 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | PHOENIX ENERGY GROUP LTD (FORMERLY PHOENIX NATURAL GAS LTD) |
| Locality | BELFAST |
| Post town | Northern Ireland |
| Postcode | BT3 9ED |
| Country | Northern Ireland |
| ITL 1 | TLN Northern Ireland |
| ITL 2 | TLN0 Northern Ireland |
| ITL 3 | TLN06 Belfast |
| Local authority | Belfast |
| Electoral ward | Sydenham |
| Westminster constituency | Belfast East |
| Delivery location | TLN Northern Ireland |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 29 Mar 2024 at 11:55 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/010475-2024
- 20 Nov 2023 at 12:02 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034242-2023

## Notice URLs

- http://www.phoenixenergyni.com
- https://e-sourcingni.bravosolution.co.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-h6vhtk-041b38. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-041b38.json.