Housing Ombudsman: Dispute Support - Enhanced Enquiries Service

UK-London: Administrative services for business operations.


Preliminary Questions
   This notice is for prior information only: Yes
   This notice aims at reducing time-limits for receipt of tenders: No
   This notice is a call for competition: No
         
Section I: Contracting Authority

I.1) Name and addresses:
       Housing Ombudsman
       10 South Colonnade, London, E14 4PU, United Kingdom
       Tel. +44 2070468622, Email: aodufuwa@housing-ombudsman.org.uk
       Contact: Ayo Odufuwa
       Main Address: www.housing-ombudsman.org.uk, Address of the buyer profile: www.housing-ombudsman.org.uk
       NUTS Code: UK
      Specifications and additional documents: As Above
I.2) Joint procurement:
   The contract involves joint procurement: No.
   The contract is awarded by a central purchasing body: No .

I.3) Communication          
   Further information can be obtained from: the above mentioned address

I.4) Type of the contracting authority    
   Body governed by public law
I.5) Main activity:    
   Housing and community amenities

Section II: Object
      
II.1) Scope of the procurement - 1
   II.1.1) Title: Dispute Support - Enhanced Enquiries Service    
          Reference number:
   II.1.2) Common Procurement Vocabulary:       
      75112000 - Administrative services for business operations.
   II.1.3) Type of contract: SERVICES
   II.1.4) Short description:    
      The Housing Ombudsman Service will be leveraging this procurement under the Crown Commercial Service - Outsourced Contact Centre and Business Services under the following Lots: Lot 1 – Contact Centre. The Invitation to Tender will be published only to suppliers that have registered under the agreement of the above Lots only. The Housing Ombudsman Service will be holding a "supplier day" via MS Teams on Monday 27th November 2023 at11am - 1pm for all suppliers in the disclosed Lot.

Please register and confirm your attendance no later than Wednesday 22nd November 2023 by emailing aodufuwa@housing-ombudsman.org.uk. Any questions or clarifications you may require can accompany your registration so that these can be addressed on the ‘supplier day'.          
   II.1.5) Estimated total value: Not Provided
   II.1.6) Information about lots:
      This contract is divided into lots: No          
      Maximum number of lots that may be awarded to one tenderer: Not Provided       
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: Not Provided

II.2) Lot Description    
   II.2.3) Place of performance:       
      Region Codes:               
         UK - UNITED KINGDOM    
   II.2.4) Description of the procurement:       
      The Housing Ombudsman is seeking a supplier who has provided an enquiries service to either an Ombudsman or within the regulatory service sector. The successful provider will be expected to cover a call centre and reception function for all incoming contact into the Housing Ombudsman Service. This scope aims to cover a number of Service Lines requirements. The successful providers will be expected to provide a proposal to the Authority covering the following Service Lines: •Telephone contact response including Natural Language Processing (NLP) and signposting to other agencies •Email receipt and management. •Web Form management. •Web chat functions •Postal communications /receipt & document scanning- incoming and outgoing. •Client satisfaction surveys.    
   II.2.14) Additional information       
      Not Provided


II.3) Estimated Date of publication
         04/12/2023
      
      
Section IV: Procedure   

IV.1) Description       
   IV.1.8) Information about Government Procurement Agreement (GPA )
         The contract is covered by the Government Procurement Agreement (GPA) - NO

Section VI: Complementary Information    
VI.3) Additional Information:       
   To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=820741604
GO-2023116-PRO-24346793 TKR-2023116-PRO-24346792        

VI.5) Date Of Dispatch Of This Notice: 06/11/2023