Find a TenderAwarded

Published 6 Nov 2023, 14:05 GMT

Official UK procurement notice

Dispute Support - Enhanced Enquiries Service

Official notice

Authority: Housing Ombudsman

ServicesOpen procedure

Sectors: Administration, defence and social security services (75) Delivery: UK

Awarded value£1,300,000published contract · exc. VAT

Awarded 15 Apr 2024

Awarded to HGS UK

What is being bought

Published requirement 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.

CPV: Administrative services for business operations

The lotProcurement structure

single lot · no lot value published

Lot #1The Housing Ombudsman is seeking a supplier who has provided an enquiries service to…Awarded

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

Delivery: UK · UNITED KINGDOM

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Quality: 70%Price: 30%

Published sub-criteria (2)

Criterion 1: 70%
Criterion 1: 30%

Published award criteria (2)

Criterion 1: 70
Criterion 1: 30

What this means for your bid

Price carries 30 of 100 points: a 10% discount moves about 3 points. The method statement decides this lot, not the discount.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record · publisher note attached

Procedure method: Open procedure
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: Unspecified in notice
First published: 6 Nov 2023, 14:05 GMT
Last source update: 13 May 2024, 10:05 BST
FTS notice number: 2024/S 000-015097
Classification (CPV): Administrative services for business operations
Delivery area: UK
Official registry OCID: ocds-h6vhtk-04161a Find a Tender

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

How it was run

Official notice

Submission deadline: —

Timeline

4 Dec 2023 → 13 May 2024 · 2 dates

Next notice expected
4 Dec 2023
Notice published
13 May 2024, 10:05 BST

Notice history

2 events · 2 releases on Find a Tender · since 13 May 2024

Status changed to complete
13 May 2024, 10:05 BST
Procurement method changed
13 May 2024, 10:05 BST

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £1,300,0001 contract exc. VAT

Bids received 5

Contracts signed 1latest 15 Apr 2024

Awarded to	Value	Date	Status
HGS UK	£1,300,000 †	—	Awarded

Contracts

Contract 015097-2024-1-1 · HGS UK
Signed
15 Apr 2024
Value
£1,300,000
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
5bids	—	—	—

Contracting authority & participating public bodies

Housing Ombudsman

Contracting authorityBody governed by public lawHousing and community amenities 10 South Colonnade, London, UK, E14 4PUContact name, email, phone

Bidders & participating suppliers

1 commercial party on the notice

HGS UKAwarded supplierUK Eleventh Floor West, Vantage, Great West Road, Brentford, UK, TW8 9AG

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.