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AwardedFind a Tender · award

Provision of High Volume Call Handling (HVCH)

Buyer: Northern Ireland Electricity Networks Limited →

BuyerNorthern Ireland Electricity Networks Limited
StatusAwarded
DeadlineNot published
ValueValue not published
Published22 Sept 2025

What is being bought

HVCH is an integral part of NIE Networks’ fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks’ database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.

Lot details

Lot 1

No lot description published.

Statuscomplete

Comparable-procurement analytics

No usable CPV category has been published, so a comparable market set cannot yet be built.

Procurement strategy & market signals

Framework agreementNot published
Dynamic purchasing systemNot published
Competitive procurementNot published
Recurring requirementNot published
Procurement method rationaleThe justification for this STA is reliance upon Clause 41 “Direct Award in Special Cases” of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure. The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.
Rationale classificationsurgency
Special regimeutilities
Covered byNot published
Submission policyNot published
Selection criteriaNot published
Risk detailsNot published

Planning & early market engagement

BudgetNot published
No-engagement rationaleNot published
Planning documents0
Planning milestones0

No planning milestones published.

Related procurements

No linked framework, prior procurement or reprocurement published.

Awards

Provision of High Volume Call Handling (HVCH)

Statusactive
Value£363,000
Contract periodFrom 1 Dec 2025 to 30 Nov 2027

Documents & submission route

No documents are published in the current source record.

Source data inventory

Diagnostic view. “Not published” means this current release does not provide a value.

OCIDocds-h6vhtk-059dc2
Latest release ID058608-2025
Latest release timestampMon Sep 22 2025 14:41:12 GMT+0000 (Coordinated Universal Time)
Sourcefind-a-tender
Official notice URLNot published
Tender statuscomplete
Procurement methoddirect
Procurement method detailsDirect award
Main procurement categoryNot published
Above thresholdNot published
Legal basis2023/54
Tender period: startNot published
Tender period: endNot published
Expression of interest deadlineNot published
Enquiry deadlineNot published
Award period: startNot published
Award period: endNot published
Submission method detailsNot published
Submission languagesNot published
Electronic catalogue policyNot published
Total tender valueNot published
Tender lots in source1
Tender items in source0
Tender documents in source0
Awards in latest release1
Contracts in latest release0
Parties in latest release2

Notice history

DateEventReference
22 Sept 2025award, contract058608-2025
19 Sept 2025awardUpdate, contractUpdate057960-2025
19 Sept 2025award, contract057944-2025

All source data

Unmodified official OCDS data retained by Tenderline for this procurement process.

Complete current OCDS release JSON
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Complete JSON history (3 releases)
22 Sept 2025 · 058608-2025 · award, contract
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19 Sept 2025 · 057960-2025 · awardUpdate, contractUpdate
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19 Sept 2025 · 057944-2025 · award, contract
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        "id": "NI026041",
        "scheme": "GB-COH"
      },
      "contactPoint": {
        "email": "Emma.Rodgers@nienetworks.co.uk"
      }
    },
    {
      "id": "GB-COH-03435822",
      "name": "Eckoh UK Limited",
      "roles": [
        "supplier"
      ],
      "address": {
        "region": "UKH23",
        "country": "GB",
        "locality": "Hemel Hempstead",
        "postalCode": "HP39HN",
        "countryName": "United Kingdom",
        "streetAddress": "Telford House, Corner Hall"
      },
      "details": {
        "vcse": false,
        "scale": "large"
      },
      "identifier": {
        "id": "03435822",
        "scheme": "GB-COH"
      },
      "contactPoint": {
        "email": "Liam.brown@eckoh.com"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}