---
title: "Provision of High Volume Call Handling (HVCH)"
ocid: "ocds-h6vhtk-059dc2"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-059dc2"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-059dc2.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-059dc2.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED"
published: "2025-09-22"
---

# Provision of High Volume Call Handling (HVCH)

Buyer: NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-059dc2

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## Summary

Northern Ireland Electricity Networks Limited has awarded a contract for the Provision of High Volume Call Handling (HVCH) to Eckoh UK Limited. This utility services project, crucial for handling fault and emergency calls, involves integrating an advanced call handling system that ensures no engaged tones are received, even during peak periods. The procurement process was direct due to the urgent necessity outlined in Clause 41 of the Procurement Act 2023. The contract was awarded on 19th September 2025, with the contract period running from 1st December 2025 to 30th November 2027. The services will primarily be delivered in Northern Ireland, under the umbrella of IT services consultations and support. The award value is set at £363,000.00, with a total gross amount of £435,600.00.

For businesses specialising in IT consultancy, software development, and internet support, this contract serves as a substantial opportunity, especially for those capable of addressing utility service needs in times of urgent demand. Large enterprises with a robust infrastructure that can support high-volume call handling and advanced speech recognition systems are well-suited for such tenders. Engaging with such contracts not only strengthens business ties with established entities like Northern Ireland Electricity Networks Limited but also enhances the company’s portfolio in handling utility sector-specific operational challenges.

## Notice

HVCH is an integral part of NIE Networks' fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks' database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.

### Procurement Information

The justification for this STA is reliance upon Clause 41 "Direct Award in Special Cases" of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure. The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/058608-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Sep 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 18 Sep 2025 |
| Contract period | 1 Dec 2025 - 30 Nov 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £363,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED |
| Locality | BELFAST |
| Post town | Northern Ireland |
| Postcode | BT9 5HT |
| Country | Northern Ireland |
| ITL 1 | Not specified |
| ITL 2 | Not specified |
| ITL 3 | Not specified |
| Local authority | Not specified |
| Electoral ward | Not specified |
| Westminster constituency | Not specified |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ECKOH |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 22 Sep 2025 at 14:41 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/058608-2025
- 19 Sep 2025 at 08:22 - AwardUpdate - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/057960-2025
- 19 Sep 2025 at 07:56 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/057944-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/058608-2025
  22nd September 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/057960-2025
  19th September 2025 - Transparency notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/057944-2025
  19th September 2025 - Transparency notice on Find a Tender

## Notice URLs

- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-059dc2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-059dc2.json.