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Published 16 Dec 2021, 14:46 GMT

Official UK procurement notice

LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021

Official notice

Authority: OPEN UNIVERSITY(THE) (Education)

ServicesRestricted procedure
Sectors: Business Services & Consultancy (79) Delivery: South East (UKJ12)
Published estimate£464,000≈ £116k / year
Submissions closed 18 Jan 2022
Contract term 4 yrsends 12 Apr 2026 · extension options published · starts 13 Apr 2022

What is being bought

Published requirement description

The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU.

CPV: Call centre

The lotProcurement structure

single lot · no lot value published
Lot #1Renewal 4 yrs
Contract period: 13 Apr 2022 – 12 Apr 2026 (4 yrs)
Delivery: South East
Extensions: Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU.Variant bids: not allowed
79512000 Call centre

Procedure terms & legal framework

From the official record
Procedure method
Restricted procedure
Legal basis
CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category
Services
Notice status
Closed
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Yes (GPA)
Recurring procurement
No (one-off requirement)
First published
16 Dec 2021, 14:46 GMT
Last source update
16 Dec 2021, 14:46 GMT
Authority reference
OUPA10710
FTS notice number
2021/S 000-031437
Classification (CPV)
Call centre
Delivery area
South East (UKJ12)
Official registry OCID
ocds-h6vhtk-030244 Find a Tender
Contract terms
Electronic trading
e-invoicing allowed · electronic ordering · electronic payment

How it was run

Official notice
Run through: In-tend · Who buys & how to bid on In-tend
Supplier login requiredLanguage: EN
Access & registration note: Free · one account per buying organisation's portal · reCAPTCHA on signup

Tender documents are also served through a separate tool: https://in-tendhost.co.uk/openuniversity ↗

Submission deadline
18 Jan 2022, 20:55 GMT
Submission channel
{"electronicSubmission","written"}
Accepted languages
en
Detailed submission instructions & authority contactsFrom official release

in-tendhost.co.uk/openuniversity ↗

Timeline

16 Dec 2021 → 1 Jun 2022 · 5 dates
  1. Notice published
    16 Dec 2021, 14:46 GMT
  2. Submission deadline
    18 Jan 2022, 20:55 GMT
  3. Invitations to tender expected
    30 Jan 2022
  4. Contract starts
    13 Apr 2022, 00:00 BST
  5. Bids must remain valid until
    1 Jun 2022, 23:59 BST

Contracting authority & participating public bodies

The Open University

Contracting authorityEducationBody governed by public lawEducation Procurement Services, Walton Hall,, Milton Keynes, South East, MK7 6BPContact name, email, phone Published organisation website ↗

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.