Published date: 3 May 2018

This notice was replaced on 15 October 2018

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

Awarded contract (published 15 October 2018)

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

  • Call centre - 79512000

Location of contract

North East, North West, Yorkshire and the Humber, East Midlands, West Midlands, East of England, London, South East, South West

Value of contract

£28,000,000

Procurement reference

ITT_30334

Published date

3 May 2018

Closing date

4 June 2018

Contract start date

1 October 2018

Contract end date

30 September 2023

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?

No

Contract is suitable for VCSEs?

No

Description

The Department for Education (the Authority) wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants to the Get into Teaching Website to maximise the recruitment of trainee teachers and the number of former teachers that return to the profession each year throughout England.

The DfE runs a comprehensive programme of initiatives to bolster teacher recruitment, including marketing campaigns to encourage graduates, those with equivalent qualifications, those considering changing career or those considering returning to teaching, to pursue a career in teaching. These marketing campaigns are designed to inform, generate interest and stimulate action.

DfE uses the following channels to support marketing campaigns to maximise the number of potential candidates that are recruited to the teaching profession within England:

a) the Get into Teaching website: which, in addition to acting as an information source, enables candidates to register their interest in teaching so that they can receive additional support;

b) the Get into Teaching Information Service (which is the focus of this planned procurement): which comprises:

- a contact centre: where over the phone and via chat, potential candidates can access advice and guidance from an agent and, register to the Get into Teaching website on an assisted digital basis. The contact centre makes outbound calls to potential candidates that have registered interest in teaching via the Get into Teaching website. This is to support and encourage them to apply to teach a priority recruitment subject and to validate their eligibility for one-to-one support from a dedicated advisor. The next step for eligible registrants that accept support from an advisor, is to start working with the dedicated advisor on a one-to-one basis,

- Registrant Advice Service: this is delivered by a team of advisors, whose role is to act as both an inspiring champion of teaching and a practical, pragmatic advisor on applying successfully to teacher training courses or to return to the profession. There are currently 3 elements to this service to support different groups of potential candidates - these are currently referred to as Early Education Advisors, Premier Plus Advisors and Return to Teaching Advisors.

Additionally, the contact centre is used to address queries from potential candidates on social media. Phone, email and SMS are also used as communication channels for outbound marketing campaigns and help desks.

The estimate forecast volumes for the services during the period of October 2018 - September 2019 are:

- webchat total minutes: 629 742,

- inbound call total minutes: 698 257,

- outbound call total minutes: 666 754,

- number of registrants eligible for and accepting registrant advisor support: 8 064.

The Authority wishes to enter into an initial 5 year contract for the Get into Teaching Information Service with operational delivery commencing 1.10.2018. The Authority ma

More information

Attachments

Additional text

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://education.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://education.bravosolution.co.uk
Tenders or requests to participate must be submitted to the abovementioned address

About the buyer

Address

Picadilly Gate,
Store Street
Manchester
M1 2WD
England

Email

Sourcing.HELP@education.gov.uk