Out of Hours Emergency Call Handling Services Tender
Symphony Housing Group are seeking expressions of interest from suitably experienced and qualified candidates to provide Out of Hours Emergency Call Handling Services for Repairs and Anti-Social Behaviour for over 30 000 properties across the Group.
United Kingdom-Manchester: Call centre
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Symphony Housing Group
Renaissance Court, 2 Christie Way
Contact point(s): Group Procurement
For the attention of: Steve Everitt
M21 7QS Manchester
Telephone: +44 1618758169
General address of the contracting authority: https://in-tendhost.co.uk/symphonyhousing
Address of the buyer profile: https://in-tendhost.co.uk/symphonyhousing
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from:The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: North West (England).
NUTS code UKD
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
II.1.6)Common procurement vocabulary (CPV)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
1. Emergency Repairs.
In these instances the service provider will be required to respond to calls from SHG customers who are reporting emergency repairs. The service provider is then subsequently required to make any necessary outbound calls to provide the appropriate information to the designated contractor(s) and where appropriate keeping in touch with the customer. Where customers get in touch in relation to non-emergency repair requests the service provider will capture key information, provide advice to customers, about next steps, and pass information to SHG members to follow up on the next working day.
2. Anti-Social Behaviour.
In these instances the service provider will be required to provide a response to emergency situations as set out and provide appropriate signposting advice. Capturing key information and providing a full report to the appropriate Symphony Group member organisation.
3. Planned Cover.
Additional planned cover for each participating member organisation per annum is required within the contract to cover emergencies, team events and training days. This will be with prior agreement with the appointed service provider.
4. Disaster Recovery/Unplanned Cover
A secondary function will be to provide Disaster Recovery support in the event of loss of telephony/ICT functions at any or all of Symphony Housing Group (SHG) members involved in this contract or emergency cover for any other event, including severe weather.
The contract will be for an initial 2 year period from the first day of the appointed service provider being online and fully operational, however, an option will be made available for a contract extension for a period of up to 2 years, agreed by both parties a minimum of 3 months prior to the end of the initial 2 year term.
The Group are currently going through a period of change and the appointed service provider will be required to work with the Group to implement the appropriate changes.
Estimated value excluding VAT: 480 000 GBP
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.4)Other particular conditions
Description of particular conditions: The contract performance will be measured through a suite of key performance indicators described in the Tender document set.
III.2.2)Economic and financial ability
Minimum level(s) of standards possibly required: Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.
Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR.
Minimum level(s) of standards possibly required:
Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector.
Experience in managing an emergency repairs call handling service in the Social Housing Sector.
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
The most economically advantageous tender in terms of the criteria stated below
1. Price. Weighting 40
2. Quality. Weighting 60
IV.2.2)Information about electronic auction
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.8)Conditions for opening of tenders
The e-tender portal will remain locked until the date/time specified in the Memorandum of Information.
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.5)Date of dispatch of this notice: