Official UK procurement notice
NCH Out of Hours Contact Centre Operations
Authority: Newport City Homes
What is being bought
Published requirement descriptionNewport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider
CPV: Contact management software development services
The lotProcurement structure
single lot · value publishedLot #1NCH is seeking to procure a new Out of Hours Contact Centre Operations providerRenewalPublished value£500,000
NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:
a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services
b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)
c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.
d.Support customers with any technical difficulties in accessing services on Mobile App & Website
e.Transfer calls to repair and operational teams where specialist advice or support is required.
What it takes to wini
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 morei
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).
- Suitability
The bidder must have a proven track record of offering similar services to other organisations.
The bidder must be able to provide both operations and technology services
The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery
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
- 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
- Yes
- First published
- 21 Dec 2022, 10:05 GMT
- Last source update
- 21 Dec 2022, 10:05 GMT
- Award evaluation window
- 24 Jan 2023 – …
- Authority reference
NCH/HOME/2232- FTS notice number
2022/S 000-036143- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03932bFind a Tender
Publisher note: For more information about this opportunity, please visit the Delta eSourcing portal at: <a href="https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7</a> To respond to this opportunity, please click here: <a href="https://nch.delta-esourcing.com/respond/7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/respond/7ZF38UQTZ7</a> GO Reference: GO-20221221-PRO-21797407
How it was run
Official notice- Submission deadline
- 24 Jan 2023, 12:00 GMT
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
- Bid validity
- 90 days from the deadline
- Bids opened
- 24 Jan 2023, 12:00 GMT
Timeline
21 Dec 2022 → 24 Jan 2023 · 3 dates- Notice published21 Dec 2022, 10:05 GMT
- Submission deadline24 Jan 2023, 12:00 GMT
- Bids opened24 Jan 2023, 12:00 GMT
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Newport City Homes Housing Association LimitedReview body
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria