Out of Hours Call Handling Services (2020)

Descriptions

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure in due course. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 and go live of the service on 1 November 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative figures are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024) L and Q wishes to make the market aware as early as possible of this opportunity ahead of an intended contract notice publication in Mid-May 2020.