Summary

OCID:: ocds-kuma6s-127682
Published by:: Newport City Homes
Authority ID:: AA0869
Publication date:: 21 December 2022
Deadline date:: 24 January 2023
Notice type:: Contract Notice
Has documents:: No
Has SPD:: No
Has Carbon Reduction Plan:: No

Abstract

NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities: a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages) c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel. d.Support customers with any technical difficulties in accessing services on Mobile App & Website e. Transfer calls to repair and operational teams where specialist advice or support is required.

Full notice text

CONTRACT NOTICE – NATIONAL

Notice Type: SERVICES

1 Authority Details

1.1 Authority Name and Address

Official Name: Newport City Homes
Postal Address: Nexus House, Mission Court, Lower Dock Street,
Town: Newport	Postal Code: NP20 2DW	Country: UK
For the attention of: Sarah Kelly	Telephone: +44 1633381111
E-Mail:	Fax:
Internet Address (URL): www.newportcityhomes.com Electronic access to information: NCH Out of Hours Contact Centre Operations Electronic submission of tenders and requests to participate: https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7

1.2 Address from which documentation may be obtained

Official Name: Newport City Homes
Postal Address: Nexus House, Mission Court, Lower Dock Street,
Town: Newport	Postal Code: NP20 2DW	Country: UK
For the attention of: Sarah Kelly	Telephone: +44 1633381111
E-Mail: procurement@newportcityhomes.com	Fax:
Internet Address (URL): www.newportcityhomes.com

1.3 Completed documents must be returned to:

Official Name: Newport City Homes
Postal Address: Procurement, Nexus House, Mission Court, Lower Dock Street,
Town: Newport	Postal Code: NP20 2DW	Country: UK
For the attention of: Sarah Kelly	Telephone: +44 1633381111
E-Mail:	Fax:
Internet Address (URL): www.newportcityhomes.com

2 Contract Details

2.1 Title

NCH Out of Hours Contact Centre Operations

2.2 Description of the goods or services required

a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services

b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)

c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.

d.Support customers with any technical difficulties in accessing services on Mobile App & Website

e. Transfer calls to repair and operational teams where specialist advice or support is required.

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=127682.

2.3 Notice Coding and Classification

a) Commodity Codes

	Code		Description
	79000000		Business services: law, marketing, consulting, recruitment, printing and security
	79500000		Office-support services
	79510000		Telephone-answering services
	79511000		Telephone operator services
	79512000		Call centre
	79900000		Miscellaneous business and business-related services

b) Delivery Location/Area

	Code		Location
	1021		Monmouthshire and Newport

2.4 Total quantity or scope of tender

2 years +1+1

3 Conditions for Participation

3.1 Minimum standards and qualification required

The bidder must have a proven track record of offering similar services to other organisations.

The bidder must be able to provide both operations and technology services

The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery

4 Administrative Information

4.1 Type of Procedure

Single stage

4.2 Reference number attributed to the notice by the contracting authority

NCH/HOME/2232

4.3 Time Limits

Time-limit for receipt of completed tenders
24-01-2023 Time 12:00

Estimated award date
27-02-2023

4.5 Language or languages in which tenders or requests to participate can be drawn up

4.6 Tender Submission Postbox

5 Other Information

5.1 Additional Information

(WA Ref:127682)

5.2 Additional Documentation

5.3 Publication date of this notice

21-12-2022

SF 51a

Coding

Commodity categories

ID	Title	Parent category
79000000	Business services: law, marketing, consulting, recruitment, printing and security	Other Services
79512000	Call centre	Telephone-answering services
79900000	Miscellaneous business and business-related services	Business services: law, marketing, consulting, recruitment, printing and security
79500000	Office-support services	Business services: law, marketing, consulting, recruitment, printing and security
79511000	Telephone operator services	Telephone-answering services
79510000	Telephone-answering services	Office-support services

Delivery locations

ID	Description
1021	Monmouthshire and Newport

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID	Description
There are no alert restrictions for this notice.

About the buyer

Main contact:: N/a
Admin contact:: procurement@newportcityhomes.com
Technical contact:: N/a
Other contact:: N/a

Further information

Date	Details
No further information has been uploaded.

NCH Out of Hours Contact Centre Operations

Contents

Summary

Abstract

Full notice text

CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

2 Contract Details

2.1

Title

2.2

Description of the goods or services required

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

4.2

Reference number attributed to the notice by the contracting authority

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox