eTendering Portal

Concepts

• call centre
• hours contact centre service
• normal working hours
• hours
• numerous council departments
• bank holidays
• day
• a service contract
• the relevant service
• rbkc

Location

London

Description

The Royal Borough of Kensington & Chelsea (RBKC) has awarded a service contract to one contractor for the provision of an out of hours call handling service. The Council has a statutory obligation to provide an out of hours contact centre service for numerous Council departments. The Contractor will deliver effective support for safeguarding emergencies and services that RBKC have identified as a priority to residents which occur outside of normal working hours and cannot wait until the next working day to be resolved. Non-urgent enquiries will be signposted to and raised with the relevant service. The Service will operate between hours of 5:00pm and 9:00am Monday to Friday and 24 hours per day throughout weekends and on Bank Holidays.

Total Quantity or Scope

A Service Contract will be awarded to one contractor. The contract will be established for an initial duration of 36 months, with the option to extend for up to 24 further months at RBKC’s discretion.

Award Detail

CPV Codes

• 79512000 - Call centre

Indicators

• Award on basis of price and quality.

Legal Justification

RBCK ran an open procurement procedure for this contract under contract notice 2023/S 000-016471 and no tenders were received for the contract in response to the contract notice. RBKC is therefore awarding this contract using the negotiated procedure without prior publication pursuant to Regulation 32(2)(a) of the Public Contracts Regulations 2015 (PCR 2015). The initial conditions of the contract will not be substantially altered and a report will be sent to the Cabinet Office if it so requests. RBKC is publishing this notice pursuant to Regulation 99(3) PCR 2015.