Section one: Contracting authority
one.1) Name and addresses
Housing Ombudsman
10 South Colonnade
London
E14 4PU
Contact
Ayo Odufuwa
aodufuwa@housing-ombudsman.org.uk
Telephone
+44 2070468622
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Dispute Support - Enhanced Enquiries Service
two.1.2) Main CPV code
- 75112000 - Administrative services for business operations
two.1.3) Type of contract
Services
two.1.4) Short description
The Housing Ombudsman Service will be leveraging this procurement under the Crown Commercial Service - Outsourced Contact Centre and Business Services under the following Lots: Lot 1 – Contact Centre. The Invitation to Tender will be published only to suppliers that have registered under the agreement of the above Lots only.
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: £1,300,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
The Housing Ombudsman is seeking a supplier who has provided an enquiries service to either an Ombudsman or within the regulatory service sector. The successful provider will be expected to cover a call centre and reception function for all incoming contact into the Housing Ombudsman Service. This scope aims to cover a number of Service Lines requirements. The successful providers will be expected to provide a proposal to the Authority covering the following Service Lines: •Telephone contact response including Natural Language Processing (NLP) and signposting to other agencies •Email receipt and management. •Web Form management. •Web chat functions •Postal communications /receipt & document scanning- incoming and outgoing. •Client satisfaction surveys
two.2.5) Award criteria
Quality criterion - Name: Criterion 1 / Weighting: 70
Cost criterion - Name: Criterion 1 / Weighting: 30
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-032786
Section five. Award of contract
Contract No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
15 April 2024
five.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
HGS UK
Eleventh Floor West, Vantage, Great West Road
Brentford
TW8 9AG
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
UK
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £1,300,000
Total value of the contract/lot: £1,300,000
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=837719240
GO Reference: GO-2024513-PRO-26024305
six.4) Procedures for review
six.4.1) Review body
Housing Ombudsman
10 South Colonnade, Canary Wharf
London
E14 4PU
Country
United Kingdom