Official UK procurement notice
Provision of Out of Hours call handling and social media monitoring Framework Services
Authority: The Hyde Group (Public body)
What is being bought
Published requirement description**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde’s intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors.
- Recurrence: April 2027
CPV: Call centre · Repair and maintenance services
How this framework works
From the published notice- Places
- up to 5 suppliers · 5 bids received (1.0 per place) · 4 appointed
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£50,000,000
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).
Published award criteria (2)
- Quality: 60%
- Price: 40%
- Suitability
As stated in the procurement documents
- Staff
- Names and qualifications of delivery staff must be submitted
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
- “Provision of Out of Hours call handling and social media monitoring…” is a framework: the contest is a place on its panel, up to 5 suppliers, not a single contract.
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
- Framework agreement
- Who may use this agreement
- Not stated in the notice; call-off rights may be limited to the establishing authority
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Yes · April 2027
- First published
- 14 Apr 2023, 16:25 BST
- Last source update
- 15 Dec 2023, 12:20 GMT
- Award evaluation window
- 15 May 2023 – …
- FTS notice number
2023/S 000-036947- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03bee9Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
As stated in the procurement documents
Publisher note: **THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations): A full list of potential contracting authorities can be found here under the most recent file: https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide The following public bodies may also use the Framework Agreement: http://www.wales.com/study/universities-wales http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415 http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
How it was run
Official notice- Appointment period ends
- 15 May 2023, 12:00 BST
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
- Bids opened
- 15 May 2023, 12:00 BST
Timeline
15 May 2023 → 15 Dec 2023 · 4 dates- Admission / appointment period endsperiod end, not a bid countdown15 May 2023, 12:00 BST
- Bids opened15 May 2023, 12:00 BST
- Bids must remain valid until16 Oct 2023, 23:59 BST
- Notice published15 Dec 2023, 12:20 GMT
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete15 Dec 2023, 12:20 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast1 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.
Contracts
Provision of Out of Hours call handling and social media monitoring Framework Services
- Signed
- 1 Dec 2023
- Value
- £50,000,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 5bids | — | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Royal Courts of JusticeReview body
Framework contractors & participating bidders
4 commercial parties on the notice- CAREIUM UK LIMITEDFramework contractor
- EASTVANTAGE BUSINESS SOULTIONS INCFramework contractor
- NATIONWIDE PROPERTY ASSISTANCE LTDFramework contractor
- RESPONSE TEAM 247 LIMITEDFramework contractor
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Technical selection criteria
- Economic and financial selection criteria