CH232464 OUT OF HOURS CALL CENTRE SERVICE

Concepts

• telephone answering
• hours call handling services
• shared service
• hours call
• hours
• hours call centre service
• the call centre service
• hour’s service
• hour
• telephone switchboard

Location

London

Description

Ealing Council has worked with its partners to deliver quality and value in the context of its long standing outsourced contract for the provision of a high quality and value for money out of hours call handling shared service. High levels of quality are important for the current users of the arrangement and will be equally important for any potential new joiners. The current arrangement was procured by the London Borough of Ealing and is used by Ealing, Barnet, Homes for Haringey, Enfield, Barking and Dagenham and Hammersmith and Fulham Councils and Homes for Haringey.

Total Quantity or Scope

Ealing Council is procuring the out of hours call handling services as a central purchasing body pursuant to Regulation 37 of the Public Contracts Regulations 2015. This new arrangement is open to the contracting authorities listed below. Each party will enter into separate but identical Services Agreements save for local variations and factual differences. In order to maximise the efficiency of the arrangement the new supplier may be required to undertake integration of the call centre service with the back- office function of each individual council.:-• All UK Councils and Housing Sector Arm’s Length Management Organisations (ALMO) s who offer an out of hour’s service including without limitation the existing participants London Boroughs of Barnet, Haringey, Enfield, Barnet, Barking and Dagenham, Ealing and Waltham Forest Councils • all central government departments offices and bodies.• Any Registered Social Landlords• Any Integrated Care Systems and Integrated Care Boards in UK • Any Local Authority Trading Companies• Any Local Authority Direct Service Organisations

Renewal Options

Up to 2 further years (24 months) in accordance with the terms of the Overarching Agreement and Services Agreements.

CPV Codes

• 79510000 - Telephone-answering services
• 64214200 - Telephone switchboard services
• 79311210 - Telephone survey services

Indicators

• Bids should cover the whole contract.
• This is a recurring contract.
• Renewals are available.
• Financial restrictions apply.
• Performance considerations apply.
• Professional qualifications are sought.
• Award on basis of price and quality.