Section one: Contracting authority/entity
one.1) Name and addresses
OPEN UNIVERSITY(THE)
Walton Hall
MILTON KEYNES
MK7 6AA
Contact
Procurement Team
Country
United Kingdom
Region code
UKJ12 - Milton Keynes
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
Buyer's address
https://in-tendhost.co.uk/openuniversity
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Out of hours support for the computing and distribution Helpdesk
Reference number
OUPA10981
two.1.2) Main CPV code
- 79510000 - Telephone-answering services
two.1.3) Type of contract
Services
two.1.4) Short description
The Open University's Student Computing and Distribution Helpdesk (SCDHD) are appointing an 3rd party to provide out of hours (OOH) support.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £325,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKC2 - Northumberland and Tyne and Wear
- UKJ12 - Milton Keynes
Main site or place of performance
Newcastle upon Tyne
two.2.4) Description of the procurement
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.
two.2.11) Information about options
Options: Yes
Description of options
2 x 12 months
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated without a prior call for competition
- The works, supplies or services can be provided only by a particular economic operator for the following reason:
- absence of competition for technical reasons
Explanation:
Following 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 non-technical 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.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract/concession
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
15 February 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Norman Managed Services
Newcastle upon Tyne
NE1 8ST
Country
United Kingdom
NUTS code
- UKC2 - Northumberland and Tyne and Wear
Justification for not providing organisation identifier
Not on any register
The contractor/concessionaire is an SME
Yes
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession: £325,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
n/a
n/a
Country
United Kingdom