Tender Summary

Provision of Out of Hours call handling and social media monitoring Framework Services

Buying Organisation

Hyde Housing Association Ltd

Contract Value

£50,000 to £50,000,000

Tender Description

It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to:
- Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols,
- Anti-social behaviour (ASB) management - managing calls and providing reports,
- Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc,
- Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains.

The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document.
The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period.

This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services.
Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies

Tender categories (products & services required)

Call centre (CPV 79512000)
Repair and maintenance services (CPV 50000000)

Region

United Kingdom (UK)

Buyer Information