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.3) Communication
Additional information can be obtained from the above-mentioned 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. The Housing Ombudsman Service will be holding a "supplier day" via MS Teams on Monday 27th November 2023 at11am - 1pm for all suppliers in the disclosed Lot.
Please register and confirm your attendance no later than Wednesday 22nd November 2023 by emailing aodufuwa@housing-ombudsman.org.uk. Any questions or clarifications you may require can accompany your registration so that these can be addressed on the ‘supplier day'.
two.1.6) Information about lots
This contract is divided into lots: No
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.3) Estimated date of publication of contract notice
4 December 2023
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=820741604" target="_blank">https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=820741604
GO Reference: GO-2023116-PRO-24346793