II.1)
Scope of the procurement
Provision of Out of Hours call handling and social media monitoring Framework Services
Services
II.1.4)
Short description
It is Hyde’s intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors.
II.1.5)
Estimated total value
Value excluding VAT: 50000000.00
GBP
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2.2)
Additional CPV code(s)
50000000
-
Repair and maintenance services
II.2.3)
Place of performance
NUTS code:
UK -
UNITED KINGDOM
II.2.4)
Description of the procurement
It is Hyde’s intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to:
— Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols,
— Anti-social behaviour (ASB) management – managing calls and providing reports,
— Planned and unplanned business continuity planning – to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc,
— Contractor management – where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains.
The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document.
The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period.
This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services.
Price is not the only award criterion and all criteria are stated only in the procurement documents
Value excluding VAT: 50000000.00
GBP
II.2.7)
Duration of the contract, framework agreement or dynamic purchasing system
Duration in months:
48
This contract is subject to renewal:
yes
Description of renewals:
The framework agreement duration is for 48 months however the Contracting Authority reserves the right to extend the duration of this framework agreement for any period up to a maximum of Twelve (12) months from the expiry of the initial term.
II.2.10)
Information about variants
Variants will be accepted:
no
II.2.11)
Information about options
Options:
no
II.2.12)
Information about electronic catalogues
Tenders must be presented in the form of electronic catalogues or include an electronic catalogue
II.2.13)
Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
no
II.2.14)
Additional information
The Framework Value of £50,000,000 does not relate to the contract value. The Framework Value is a nominal amount to provide sufficient scope for framework usage by other public sector bodies during the 4 year framework term.