STA Helpline, STA 0182

Contract summary

Industry

• Education and training services - 80000000

Location of contract

Any region

Value of contract

£292,258

Procurement reference

RD1001313

Published date

4 April 2018

Closing date

6 March 2018

Contract start date

7 September 2018

Contract end date

6 September 2019

Contract type

Service contract

Procedure type

Other: Single Tender Action

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

STA requires a helpline to support all aspects of the administration of national curriculum assessments and tests, and logistics of the GQ Yellow Label Service in schools and requires dedicated in-bound response handling of first and second line support to maintain business continuity from 7 September 2018 for a period of 12 months to 6 September 2019.

STA requires a helpline to provide targeted support and advice on tests and assessments across EYFS, KS1, KS2 and KS3 to schools, local authorities and, on occasion, to parents.
The main requirements are for the provision of:
 A core team to work exclusively on the STA helpline service
 In-bound response handling (first and second line support)
 Out-bound call campaigns
 Staff training and knowledge management and transfer
 Hand-off to other helplines
 Quality management
 Data management
 Service management
 Implementation and mobilisation
 Adherence to departmental security requirements

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More information

Attachments

• Unsigned STA Helpline Contract STA-0182.docx
• Contract schedules
• Unsigned Contract

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Award information

Awarded date

12 March 2018

Contract start date

7 September 2018

Contract end date

6 September 2019

Total value of contract

£292,258

This contract was awarded to 1 supplier.

Echo Managed Services Limited

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About the buyer

Contact name

Kirsty Jacobs

Address

Standards and Testing Agency, Head Office,
Sanctuary Buildings, Great Smith Street
London
SW1P 3BT
England

Email

kirsty.jacobs@education.gov.uk