Published date: 25 January 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 6 May 2020, 12am

Contract summary

Industry

  • Call centre - 79512000

Location of contract

United Kingdom

Value of contract

£1,250,000

Procurement reference

1.11.4.3761

Published date

25 January 2021

Closing date

6 May 2020

Closing time

12am

Contract start date

7 May 2020

Contract end date

31 July 2020

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The Safer Workplaces programme aims to support businesses to work as safely as possible both now for those that are open and in the future as the Government framework for COVID19 develops. The main priority is to deliver safer working guidance to provide the practical steps businesses can take to keep their employees safe.

Support the HSE team to set up and operate an enquiry service in response to the Covid-19 outbreak. Please see deliverables sections for further detail on the outcomes to be achieved.

Stage A: by Monday 18th May (8:30am - 10pm)
• Support HSE to set up an enquiry helpline in response to Covid-19 pandemic
• Develop Inbound call process and script
• Develop Escalation process
• Develop MI, reporting and governance process
• Respond to changes in approach and government guidance
• Mobilise Call Agents
• Monitor volume and complexity of calls
• Manage and monitor resource performance and adherence to SLAs
• Provision of MI on performance, following agreed timetable
• Operate inbound and outbound call handling services from 08:30 to 22:00 Monday to Friday, or as otherwise agreed

Stage B: by Monday 8th June (8:30am - 8pm)
• Develop outbound call proof of concept
• Develop Outbound process (including call failure) and call script
• Identify technology requirements
• Finalise number of Pods
• Plan, hire, onboard Call Agents
• Support Outbound Call Agents through relevant checks (e.g. DBS)
• Design and roll out outbound training
• Agree appropriate mechanisms to enable the secure exchange of data and information
• Develop Call Form to document outbound call findings
• Consolidate outbound call findings
• Agree a schedule of calls which will take into account various factors (Data quality, coverage of industries, coverage of geographical regions and HSE ability to manage resources and referrals)
• Operate inbound and outbound call handling services from 08:30 to 20:00 Monday to Friday, or as otherwise agreed
• Ongoing manage and monitoring of resource performance and adherence to SLAs
• Ongoing provision of MI on performance, following agreed timetable
• Refine processes and seek to improve quality and outcomes of call handling activities

Stage C: by 31st July (8:30am - 5pm)
• Ongoing service for inbound and outbound services
• A revised POD size of 3 going down to 2 from the 22nd June
• Hours reduced to 8 (5pm close)

Award information

Awarded date

6 May 2020

Contract start date

7 May 2020

Contract end date

31 July 2020

Total value of contract

£1,250,000

This contract was awarded to 1 supplier.

ERNST & YOUNG LLP

Address

1 MORE LONDON PLACE
LONDON
SE1 2AF

Reference

Companies House number: OC300001

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Colin Butler

Address

Redgrave Court,Merton Road
BOOTLE
L207HS
England

Email

tenders@hse.gov.uk

Website

www.hse.gov.uk