Section one: Contracting authority
one.1) Name and addresses
London Borough of Hackney
Hackney Service Centre, 1 Hillman Street
Hackney
E8 1DY
Contact
LBH Imoudu Idornigie
imoudu.idornigie@hackney.gov.uk
Telephone
+44 2083563000
Country
United Kingdom
Region code
UKI4 - Inner London – East
Internet address(es)
Main address
Buyer's address
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://procontract.due-north.com/Advert/Index?advertId=e37dfc1e-1e2a-ee11-8123-005056b64545
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procontract.due-north.com/Advert/Index?advertId=e37dfc1e-1e2a-ee11-8123-005056b64545
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Out of Hours Call Handling Service (2023)
Reference number
DN671927
two.1.2) Main CPV code
- 79342320 - Customer-care services
two.1.3) Type of contract
Services
two.1.4) Short description
The Council requires a supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The supplier will be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer. Managing telephone calls from callers outside of the Councils operating hours in addition to possible emergency response.
two.1.5) Estimated total value
Value excluding VAT: £740,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79342300 - Customer services
two.2.3) Place of performance
NUTS codes
- UKI4 - Inner London – East
two.2.4) Description of the procurement
The Council requires a supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The supplier will be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer. Managing telephone calls from callers outside of the Councils operating hours in addition to possible emergency response.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £740,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
31 December 2023
End date
1 January 2026
This contract is subject to renewal
Yes
Description of renewals
2 yrs +1 +1
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.12) Information about electronic catalogues
Tenders must be presented in the form of electronic catalogues or include an electronic catalogue
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: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
6 September 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
6 September 2023
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Hackney Council
London
Country
United Kingdom