Published date: 13 June 2019
Last edited date: 13 June 2019
This notice was replaced on 5 May 2021
This notice does not contain the most up-to-date information about this procurement. The most recent notice is:
Awarded contract (published 5 May 2021)
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 switchboards - 32543000
Telephone exchanges - 32551200
Shared-business telephone network services - 64213000
Dedicated-business telephone network services - 64214000
Telephone-answering services - 79510000
Location of contract
Any region
Value of contract
£0
Procurement reference
BC/00882
Published date
13 June 2019
Closing date
15 July 2019
Contract start date
2 August 2019
Contract end date
1 August 2022
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
The British Council are developing a new complaints process, to provide customers with a single line of contact for IELTS.
British Council, IDP, IELTS Australia (IDP) and Cambridge Assessment English jointly own the IELTS test. IELTS USA manages the administration of IELTS operations throughout the US test centre network and therefore any complaints received will need to be distributed to 1 of 4 parties.
A 24/7 telephone complaints messaging service is required to log and distribute calls to relevant parties: the British Council, IDP, Cambridge Assessment English or IELTS USA. The call handler must ensure on receiving the call that they log who the complaint is relevant for and ensure that only the relevant party receives the captured information. The supplier must also ensure that all information reported confirms whether the complaint was logged in the UK (for a UK test) or in the rest of the world (for a rest of the world test).
More information
Additional text
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Bidders will be required to register on British Council`s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process.
Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return.
Bidders will also be required to demonstrate their capability and `means of proof` will be required. These conditions are outlined in the ITT.
About the buyer
Address
Bridgewater House
Manchester
M1 6BB
England
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