Dispute Support - Enhanced Enquiries Service

Concepts

• administration services
• service lines requirements
• service lines
• the crown commercial service - outsourced contact centre and business services
• the housing ombudsman service
• the following service lines
• dispute support - enhanced enquiries service
• the regulatory service sector
• enhanced
• dispute

Location

UNITED KINGDOM

Description

The Housing Ombudsman Service will be leveraging this procurement under the Crown Commercial Service - Outsourced Contact Centre and Business Services under the following Lots: Lot 1 – Contact Centre. The Invitation to Tender will be published only to suppliers that have registered under the agreement of the above Lots only. The Housing Ombudsman Service will be holding a "supplier day" via MS Teams on Monday 27th November 2023 at11am - 1pm for all suppliers in the disclosed Lot. Please register and confirm your attendance no later than Wednesday 22nd November 2023 by emailing aodufuwa@housing-ombudsman.org.uk. Any questions or clarifications you may require can accompany your registration so that these can be addressed on the ‘supplier day'.

Total Quantity or Scope

The Housing Ombudsman is seeking a supplier who has provided an enquiries service to either an Ombudsman or within the regulatory service sector. The successful provider will be expected to cover a call centre and reception function for all incoming contact into the Housing Ombudsman Service. This scope aims to cover a number of Service Lines requirements. The successful providers will be expected to provide a proposal to the Authority covering the following Service Lines: • Telephone contact response including Natural Language Processing (NLP) and signposting to other agencies • Email receipt and management. • Web Form management. • Web chat functions • Postal communications /receipt & document scanning- incoming and outgoing. • Client satisfaction surveys.

CPV Codes

• 75112000 - Administrative services for business operations

Indicators

Other Information

To view this notice, please click here: <a href="https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=820741604" target="_blank">https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=820741604 GO Reference: GO-2023116-PRO-24346793