Scope
Reference
B872
Description
HVCH is an integral part of NIE Networks' fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks' database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.
Contract 1. Provision of High Volume Call Handling (HVCH)
Supplier
Contract value
- £363,000 excluding VAT
- £435,600 including VAT
Above the relevant threshold
Award decision date
19 September 2025
Earliest date the contract will be signed
1 December 2025
Contract dates (estimated)
- 1 December 2025 to 30 November 2027
- 2 years
Main procurement category
Services
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UKN - Northern Ireland
Procedure
Procedure type
Direct award
Special regime
Utilities
Direct award justification
Extreme and unavoidable urgency
The justification for this STA is reliance upon Clause 41 "Direct Award in Special Cases" of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure. The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.
Supplier
Eckoh UK Limited
- Companies House: 03435822
Telford House,Corner Hall
Hemel Hempstead, Hertfordshire
HP39HN
United Kingdom
Email: Liam.brown@eckoh.com
Region: UKH23 - Hertfordshire
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Provision of High Volume Call Handling (HVCH)
Contracting authority
Northern Ireland Electricity Networks Limited
- Companies House: NI026041
120 Malone Road
Belfast
BT9 5HT
United Kingdom
Organisation type: Private utility
Devolved regulations that apply: Northern Ireland