N/A

{
  "id": "008664-2025",
  "tag": [
    "award",
    "contract"
  ],
  "bids": {
    "statistics": [
      {
        "id": "6",
        "value": 4,
        "measure": "bids",
        "relatedLot": "1"
      },
      {
        "id": "7",
        "value": 1,
        "measure": "smeBids",
        "relatedLot": "1"
      },
      {
        "id": "8",
        "value": 1,
        "measure": "foreignBidsFromEU",
        "relatedLot": "1"
      },
      {
        "id": "9",
        "value": 1,
        "measure": "foreignBidsFromNonEU",
        "relatedLot": "1"
      },
      {
        "id": "10",
        "value": 4,
        "measure": "electronicBids",
        "relatedLot": "1"
      }
    ]
  },
  "date": "2025-03-11T10:55:14Z",
  "ocid": "ocds-h6vhtk-0471de",
  "buyer": {
    "id": "GB-FTS-68899",
    "name": "SSE plc"
  },
  "awards": [
    {
      "id": "008664-2025-32024-1",
      "title": "FW Services Customer Contact Centre Support Multi Site 1128",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-FTS-140290",
          "name": "Ant Marketing Limited"
        }
      ],
      "relatedLots": [
        "1"
      ]
    }
  ],
  "tender": {
    "id": "ocds-h6vhtk-0471de",
    "lots": [
      {
        "id": "1",
        "status": "cancelled",
        "hasOptions": false,
        "description": "provision of 10 full time additional call handling agents, and 1 team manager to support SSE call centre operations and supply ad hoc agents to cover severe weather events"
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ]
      }
    ],
    "title": "N/A",
    "status": "complete",
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "techniques": {
      "hasFrameworkAgreement": true
    },
    "description": "provision of additional call handling Agent to support SSE call centre operations and provide ad hoc agents to cover severe weather events",
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition"
  },
  "parties": [
    {
      "id": "GB-FTS-68899",
      "name": "SSE plc",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "Perth",
        "postalCode": "PH1 3AQ",
        "countryName": "United Kingdom",
        "streetAddress": "Inveralmond House, 200 Dunkeld Road"
      },
      "details": {
        "url": "https://www.sse.com/",
        "buyerProfile": "https://www.sse.com/",
        "classifications": [
          {
            "id": "ELECTRICITY",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Electricity"
          }
        ]
      },
      "identifier": {
        "legalName": "SSE plc"
      },
      "contactPoint": {
        "name": "Paul Midgley",
        "email": "paul.midgley@sse.com"
      }
    },
    {
      "id": "GB-FTS-140290",
      "name": "Ant Marketing Limited",
      "roles": [
        "supplier"
      ],
      "address": {
        "region": "UK",
        "locality": "Sheffield",
        "countryName": "United Kingdom"
      },
      "details": {
        "url": "https://www.sse.com/",
        "scale": "large"
      },
      "identifier": {
        "id": "02547741",
        "legalName": "Ant Marketing Limited"
      }
    },
    {
      "id": "GB-FTS-140291",
      "name": "Acas National",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Stratford",
        "countryName": "United Kingdom"
      },
      "details": {
        "url": "https://www.acas.org.uk/"
      },
      "identifier": {
        "legalName": "Acas National"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "008664-2025-32024-1",
      "title": "FW Services Customer Contact Centre Support Multi Site 1128",
      "value": {
        "amount": 2000000,
        "currency": "GBP"
      },
      "status": "active",
      "awardID": "008664-2025-32024-1",
      "dateSigned": "2025-02-27T00:00:00Z"
    }
  ],
  "initiationType": "tender"
}

{
  "id": "019181-2024",
  "tag": [
    "planning",
    "tender"
  ],
  "date": "2024-06-21T14:26:41+01:00",
  "ocid": "ocds-h6vhtk-0471de",
  "buyer": {
    "id": "GB-FTS-94258",
    "name": "SSE plc"
  },
  "tender": {
    "id": "ocds-h6vhtk-0471de",
    "lots": [
      {
        "id": "1",
        "status": "active",
        "description": "SSEN Distribution requires a number of agents to answer inbound Emergency Calls and provide a significant number of additional agent where there are extreme weather conditions or similar emergency situation.\nProblem statement: SSEN Distribution wants to provide the highest level of customer service at all times, but we are aware that during times of increased power outages as a result of unplanned faults, dirty days and forecasted storms, we require additional resource to provide the same high level of service during BAU days. \nSSEN Distribution recognises the extra support customers require during storm events, therefore having an effective way to quickly increase call taking capacity in the event of an unplanned fault or confidently resource for a forecasted storm and is thus considering an outsourcing solution, in addition to our internal storm helper \nworkforce. \nRequirement:\n• Provision of trained resource to the required capacity to support peak call volumes when CCC capacity is exceeded (25-35 days per year).\no Note: Fault scenarios are unplanned therefore an ‘on demand’ type model is preferred. \no Note: Capacity modelling suggests support of up to 45 additional call takers would be required for major fault scenarios, increasing to >200 in the event of significant storms such as Storm Ciara (Feb 2020). \n• Support follow up activities post event such as providing customer progress updates, telephony support \nto Priority Service Register (PSR) customers, completing final call backs and responding to complaints. Residual activities can continue for a number of days following the onset of a weather event.\nOutcomes: Maintenance of SSEN customer service standards during fault and storm scenarios, preserving \nperformance against key performance metrics - average speed of answer (ASA), abandon rate and Broad Measure of Customer Satisfaction (BMCS). This will in turn manage the safety risk associated with delays in taking calls related to reports of damage and other safety issues. KPIs and SLAs to be discussed."
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ]
      }
    ],
    "title": "N/A",
    "status": "active",
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "techniques": {
      "frameworkAgreement": {
        "periodRationale": "This will be a 4 year term which will be reviewed annually.",
        "maximumParticipants": 1
      },
      "hasFrameworkAgreement": true
    },
    "awardPeriod": {
      "startDate": "2024-09-30T00:00:00+01:00"
    },
    "description": "SSEN Distribution requires a number of agents to answer inbound Emergency Calls and provide a significant number of additional agent where there are extreme weather conditions or similar emergency situation.\nProblem statement: SSEN Distribution wants to provide the highest level of customer service at all times, but \nwe are aware that during times of increased power outages as a result of unplanned faults, dirty days and forecasted storms, we require additional resource to provide the same high level of service during BAU days. \nSSEN Distribution recognises the extra support customers require during storm events, therefore having an effective way to quickly increase call taking capacity in the event of an unplanned fault or confidently resource for a forecasted storm and is thus considering an outsourcing solution, in addition to our internal storm helper \nworkforce. \nRequirement:\n• Provision of trained resource to the required capacity to support peak call volumes when CCC capacity is exceeded (25-35 days per year).\no Note: Fault scenarios are unplanned therefore an ‘on demand’ type model is preferred. \no Note: Capacity modelling suggests support of up to 45 additional call takers would be required for major \nfault scenarios, increasing to >200 in the event of significant storms such as Storm Ciara (Feb 2020). \n• Support follow up activities post event such as providing customer progress updates, telephony support to Priority Service Register (PSR) customers, completing final call backs and responding to complaints. Residual activities can continue for a number of days following the onset of a weather event.\nOutcomes: Maintenance of SSEN customer service standards during fault and storm scenarios, preserving performance against key performance metrics - average speed of answer (ASA), abandon rate and Broad Measure of Customer Satisfaction (BMCS). This will in turn manage the safety risk associated with delays in taking calls related to reports of damage and other safety issues. KPIs and SLAs to be discussed.\nIf you are interested in bidding for this contract or require further information please email your Expression of Interest to Paul Midgley at: paul.midgley@sse.com no later than 16:00hrs 22nd July 2024.",
    "tenderPeriod": {
      "endDate": "2024-07-22T16:00:00+01:00"
    },
    "contractTerms": {
      "hasElectronicPayment": true,
      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
    },
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "submissionTerms": {
      "languages": [
        "en"
      ]
    },
    "submissionMethod": [
      "electronicSubmission",
      "written"
    ],
    "otherRequirements": {
      "reductionCriteria": "For further details and to submit your expression of interest please email Paul Midgley at:   paul.midgley@sse.com   no later than 16:00hrs Monday 22nd July 2024."
    },
    "procurementMethod": "selective",
    "selectionCriteria": {
      "criteria": [
        {
          "type": "suitability",
          "appliesTo": [
            "supplier"
          ],
          "description": "Condition of participation & required to be invited to bid.\n1.The Supplier operation must be UK & Ireland based and not based offshore.\n2. Ability to provide on demand additional agents at short notice\n3. Agents must be fluent in spoken & written English and have a good level of comprehension.\n4. Either already be registered on the Jagger eSourcing portal or be willing to register on the portal.\nFurther information on the Jagger portal  can be found at the following address:\nhttps://sse.app.jaggaer.com/web/index.html\nIf you meet the above conditions and wish to be invited to bid for this contract please email your expression of interest to Paul Midgley Senior Category Manager at:\npaul.midgley@sse.com\nExpression of Interest & Applications to be invited to bid must be received not later than 16:00hrs Monday 22nd July 2024."
        }
      ]
    },
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "https://sse.app.jaggaer.com/web/index.html",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition"
  },
  "parties": [
    {
      "id": "GB-FTS-94258",
      "name": "SSE plc",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "Perth",
        "postalCode": "PH1 3AQ",
        "countryName": "United Kingdom",
        "streetAddress": "200 Dunkeld Road"
      },
      "details": {
        "url": "https://www.sse.com/",
        "buyerProfile": "https://sse.app.jaggaer.com/web/index.html",
        "classifications": [
          {
            "id": "ELECTRICITY",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Electricity"
          }
        ]
      },
      "identifier": {
        "id": "SC117119",
        "legalName": "SSE plc"
      },
      "contactPoint": {
        "url": "https://sse.app.jaggaer.com/web/index.html",
        "name": "Paul Midgley",
        "email": "paul.midgley@sse.com",
        "telephone": "+44 7721403676"
      }
    },
    {
      "id": "GB-FTS-116707",
      "name": "SSE Service PLc",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Glasgow",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "SSE Service PLc"
      }
    }
  ],
  "language": "en",
  "description": "To be invited to participate in the tender you must submit your expression of interest to  paul.midgley@sse.com by no later than 16:00hrs Monday 22nd July 2024.\nThe full scope of service will be provided upon request please email your request to Paul Midgley at: paul.midgley@sse.com",
  "initiationType": "tender"
}