Published date: 4 January 2023

This notice was replaced on 15 February 2023

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 15 February 2023)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Telephone-answering services - 79510000

  • Miscellaneous business-related services - 79990000

Location of contract

East of England

Value of contract

£342,900

Procurement reference

NRW/10282

Published date

4 January 2023

Closing date

13 January 2023

Closing time

2pm

Contract start date

31 March 2023

Contract end date

31 March 2029

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Norwich City Council is looking for a provider of our out of hours telephony service, covering all out of hours calls (16:00 to 09:00 ) including bank holidays, weekends and the Christmas period separately, except for alarm monitoring and lift calls which are 24hrs a day. Service Users contact the helpdesk (set up by the provider on their own premises), the helpdesk collates this response and processes. Reports on calls are generated and sent to individual Norwich City Council departments as required.
The provider will also manage a key collection service with a restricted access, secure key safe for Service Users and third parties to deposit or collect keys out of hours.
The out of hours telephony service is essential to providing our statutory services to citizens with queries out of our standard office hours.

More information

Previous notice about this procurement

Out of hours telephony service

  • Future opportunity
  • Published 10 October 2022, last edited 4 January 2023

About the buyer

Contact name

Danielle Neal

Address

City Hall
NORWICH
NR21NH
England

Email

procurement@norwich.gov.uk

Website

https://in-tendhost.co.uk/norwich/aspx/home