--- title: "Out of Hours Call Handling" ocid: "ocds-r6ebe6-0000765512" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000765512" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000765512.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000765512.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "HILLCREST" published: "2024-08-27" --- # Out of Hours Call Handling Buyer: HILLCREST Current stage: Award OCID: ocds-r6ebe6-0000765512 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000765512) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000765512.json) ## Summary Hillcrest, a housing and community amenities organisation based in Dundee, has completed the procurement process for an "Out of Hours Call Handling" service, aimed at managing incoming calls to their repairs line. This tender, falling under the services category, is covered by the GPA and operated using an open procurement method. The contract has been awarded to SPS Doorguard Limited, commencing on 26th August 2024 and valued at £22,990. The duration of the contract is set for three years, with a possibility of a one-year extension subject to performance levels. Key deliverables include timely handling of up to 10,000 calls annually, compliance with GDPR regulations, and maintaining detailed call logs accessible to Hillcrest staff each morning. This tender presents a significant opportunity for businesses specialising in customer service and call handling, particularly those that can demonstrate robust data security and efficient reporting capabilities. Small and medium-sized enterprises (SMEs) in the call centre industry would find this contract appealing due to the steady work volume and the potential for a long-term client relationship with Hillcrest. Moreover, businesses that can offer innovative solutions for real-time data access and reporting will be at an advantage, aligning with Hillcrest's preference for a flexible, portal-based reporting system. Thus, investing in such capabilities could enhance a firm's competitiveness for similar future tenders. ## Notice Out of Hours Call Handling ### Lot Information Lot 1 The Out of Hours Call Handling service will answer all incoming calls to the Hillcrest repairs line. This is expected to be between 8,000 and 10,000 calls per year. This is a front-line service and an important service for our customers. It is a condition of the contract that all calls are answered timeously. All callers will be greeted with a Hillcrest corporate greeting. The content of all calls, both incoming and outgoing, will be recorded and included on a report that will be available for Hillcrest staff at 8.00am each morning. The format of the report will be agreed between Hillcrest staff and the successful supplier, but preference would be given to a portal type system that can be accessed directly by the Client. The successful supplier must have, and be able to demonstrate, processes that ensure that any tenant data is safely stored, used only for the agreed purposes and that the conditions of the GDPR regulations are always maintained. Renewal: Possible 1 year extension should service standards be achieved ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG512861 | | Notice type | PCS Notice - Website Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Planning, Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Aug 2024 | | Submission deadline | 3 Jul 2024 | | Future notice date | 24 Jun 2024 | | Award date | 26 Aug 2024 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £22,990 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | HILLCREST | | Locality | DUNDEE | | Post town | Dundee | | Postcode | DD2 1EG | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM0 Eastern Scotland | | ITL 3 | TLM03 Angus and Dundee City | | Local authority | Dundee City | | Electoral ward | Lochee | | Westminster constituency | Dundee Central | | Delivery location | TLM Scotland | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | SPS DOORGUARD | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 27 Aug 2024 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG512861 - 3 Jun 2024 at 00:00 - Tender - PCS Notice - Website Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN506493 - 2 May 2024 at 00:00 - Planning - PCS Notice - Website Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY504414 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=9 26th June 2024 - T&Cs Template - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=8 10th June 2024 - Example Reporting - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=7 7th June 2024 - Calls - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=1 3rd June 2024 - Invitation to Tender - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=2 3rd June 2024 - Quality Questionnaire - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=3 3rd June 2024 - Specification - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=4 3rd June 2024 - Scoring Matrix - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=5 3rd June 2024 - Pricing Schedule - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUN506493&idx=6 3rd June 2024 - Community Benefits Statement - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAY504414&idx=1 2nd May 2024 - Background Information - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY504414 Out of Hours Call Handling - Out of Hours Call Handling - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN506493 Out of Hours Call Handling - Out of Hours Call Handling - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG512861 Out of Hours Call Handling - Out of Hours Call Handling ## Notice URLs - http:// - http://www.hillcrest.org.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000765512 - https://www.publiccontractsscotland.gov.uk - https://www.publiccontractsscotland.gov.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-r6ebe6-0000765512. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000765512.json.