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Official procurement procedure

Provision of Out of hours support for the computing and distribution Helpdesk

Call centre
Telephone-answering services
North East (UKC2)
South East (UKJ12)
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: OPEN UNIVERSITY(THE): "Provision of Out of hours support for the computing and distribution Helpdesk". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityOPEN UNIVERSITY(THE)Scope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: OPEN UNIVERSITY(THE)
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for OPEN UNIVERSITY(THE). These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Average Price Reduction
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
4.6Bids / Report
40% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 6 active published awards; 5 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Price reduction compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityOPEN UNIVERSITY(THE)
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published16 Dec 2024, 11:43 GMT
Last source update16 Dec 2024, 11:43 GMT
Recurring procurementNot published
ClassificationCall centre, Telephone-answering services
Delivery area
North East (UKC2)
South East (UKJ12)
OCIDocds-h6vhtk-03a5da
What is being bought
The Open University's Student Computing and Distribution Helpdesk (SCDHD) are appointing an 3rd party to provide out of hours (OOH) support.
What changed
From the official release history
  1. Official notice release published
    16 Dec 2024, 11:43 GMT
  2. Buyer information updated
    16 Dec 2024, 11:43 GMT
  3. Status changed to complete
    15 Feb 2023, 12:05 GMT
  4. Official notice release published
    15 Feb 2023, 12:05 GMT
  5. Buyer information updated
    15 Feb 2023, 12:05 GMT
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    cancelled
    Published valueNot published
    The OU Helpdesk receives contact from students providing both technical and non-technical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The OU has now extended support of students to 24/7 via different channels
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    16 Dec 2024, 11:43 GMT
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 20 Apr 2023, 00:00 BST · £550,000
Commercial outcome and competition
Awards
Norman Managed Services
Not published · Not published · active
Contracts
Contract
£550,000 · signed 20 Apr 2023, 00:00 BST · active
Bid statistics
bids: 1 (lot 1)
Buyer and organisations in this procedure

OPEN UNIVERSITY(THE)

Contracting authority GB-FTS-10604
View buyer profile

  • OPEN UNIVERSITY(THE)
    buyer

    Walton Hall, MILTON KEYNES, UKJ12, MK76AA
    FBS-Procurement@open.ac.uk
    +44 1908655814

  • Norman Managed Services
    supplier

    Newcastle upon Tyne, UKC2, NE1 8ST

  • The Open University
    reviewBody

    Milton Keynes
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published
Planning and rationale
Planning budgetNot published
No-engagement rationaleNot published
Procedure rationaleFollowing a tender in 2022, which resulted in two non-compliant bids, the OU entered into an interim agreement with Norman. The OU now wishes to contract with Norman for a longer period of 3 years, on the grounds of absence of competition due to technical reasons. Norman Managed Services have successfully supported the OU over the past 12 months with an out-of-hours Helpdesk. They have become an integral part of how the OU supports students. The OU Helpdesk receives contact from students providing both technical and nontechnical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The support provided in this area is extremely sensitive and Norman supports a range of other Universities and other Higher Education organisations, giving them experience in dealing directly with the complexity that this service can bring. The services provided by Norman has also given the OU the ability to benefit from the widespread expertise gained by Norman over the past 17 years that they have been operating. The OU has now extended support of students to 24/7 via different channels through a combined service of in-house OU Helpdesk and Norman. This increase in service for OU students has been achieved at lower cost.