Provision of Project Helpline Services

Concepts

• call centre

Location

London

Description

The initial contract was awarded by Bazalgette Tunnel Limited, trading as Tideway, as the regulated Infrastructure Provider. Tideway is a standalone entity with its own license from its regulator, Ofwat, that is responsible for the delivery of the Thames Tideway Tunnel (TTT), which is a significant infrastructure asset. Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project. Initial contract commencement date was January 2018 with service termination seen in November 2020 due to Covid-19 disruption. Service transitioned across to new provider in November 2020.

Ammendments to Previous Notice

Award Detail

CPV Codes

• 79512000 - Call centre

Indicators

• Contract modified due to unforeseen circumstances.

Legal Justification

Initial procurement activity commenced in 2018 resulting in appointment of Springboard Marketing Limited (Springboard) and contract commencement in 2019. Springboard notified Tideway in mid-2020 that due to the impacts of the Covid 19 pandemic on the Springboard business with a consequence being a reduction in resourcing levels and capacity, Springboard would not be able to continue to provide the services to Tideway post November 2020. In order to ensure service provision and effective management of project stakeholders, Tideway engaged Foundever GB Limited for provision of project helpline services from November 2020 – November 2023. With service requirement planned up until mid-2025 and on a diminishing scale across that period, it is Tideway’s intention to instruct Foundever GB Limited to continue with provision of project helpline services.