Official UK procurement notice
Provision of Project Helpline Services
Authority: Bazalgette Tunnel Limited t/a Tideway
What is being bought
Published requirement descriptionNo description was published on the notice. See the official documents.
CPV: Call centre
The lotProcurement structure
single lot · no lot value publishedLot #1Provision of Project Helpline Services including management of a project freephone…
Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project.
The Provider will be required to provide a dedicated twenty-four hour / seven days a week call handling facility to include normal office hours, as agreed by the client, and out of hours capability to also include bank holidays and weekends and any emergency cover when required to ensure the service is fully operational at all times. The Provider will be responsible for provision of all equipment, facilities and staff training, deployment and on-going management to ensure the service is fully operational.
The Provider will be required to host and manage a dedicated database capturing all calls received and ensuring all details are recorded in a secure but accessible format.
Procedure terms & legal framework
From the official record- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 27 Sept 2023, 10:52 BST
- Last source update
- 27 Sept 2023, 10:52 BST
- FTS notice number
2023/S 000-028473- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04041aFind a Tender
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Foundever GB Limited | £540,000 † | — | Awarded |
Contracts
Contract 028473-2023-Provision of Project Helpline Services-1 · Foundever GB Limited
- Signed
- 20 Nov 2020
- Value
- £540,000
- Period
- 21 Nov 2023 – 20 Nov 2025
- Status
- active
- Change Tideway requires an extension to the current contract to ensure service provision is in place up until planned project completion of mid-2025. It is likely the service will be required on a diminishing scale., Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Initial procurement activity commenced in 2018 resulting in appointment of Springboard Marketing Limited (Springboard) and contract commencement in 2019. Springboard notified Tideway in mid-2020 that due to the impacts of the Covid 19 pandemic on the Springboard business with a consequence being a reduction in resourcing levels and capacity, Springboard would not be able to continue to provide the services to Tideway post November 2020. In order to ensure service provision and effective management of project stakeholders, Tideway engaged Foundever GB Limited for provision of project helpline services from November 2020 – November 2023. With service requirement planned up until mid-2025 and on a diminishing scale across that period, it is Tideway’s intention to instruct Foundever GB Limited to continue with provision of project helpline services.
Contracting authority & participating public bodies
Dispute resolution & review bodies
- High CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- Foundever GB LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.