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

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

Email

global.procurement@britishcouncil.org