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.

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

Award Detail

Award Criteria

CPV Codes

• 75112000 - Administrative services for business operations

Indicators

• Award on basis of price and quality.

Other Information

To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=837719240 GO Reference: GO-2024513-PRO-26024305