Supply of Out of Hours Telephony Services

Midland Heart is tendering for the provision of Out of Hours Telephony Services. The role of the supplier for this contract is to provide emergency repairs, anti-social behaviour services for all periods when Midland Heart’s Customer Service Centre is not open. Repairs services will involve establishing the nature of the repair and, if the repair is an emergency, arranging for one of Midland Heart’s designated repairs contractors to attend. Anti-social behaviour services will involve establishing the nature of the problem, signposting the customer to the relevant authority. The services will be provided to all of Midland Heart’s General Needs and Care & Support customers and members of the public. The contract covers all General Needs and Care & Support properties including voids. Call volumes are expected to be circa 21,000 per annum. The Tenderer Questionnaire (Appendix 9) is pass/fail criteria. The Supplier (as a stand alone business unit, not a Group) must be able to demonstrate a minimum annual turnover equivalent to 2 times the Contract value per annum. Suppliers are required to submit their most recent 2 years audited accounts; Midland Heart will also use Experian to download credit reports for all participating suppliers. The Experian report will be used to score the financial standing as part of Invitation To Tender (ITT).. It is a requirement that Midland Heart is satisfied you do not pose a risk for us to enter into a contract with; therefore Net Current Liabilities will also be assessed. Suppliers who do not meet this minimum turnover requirement are requested not to apply. Suppliers will be required to hold the following levels of Insurance: • Public Liability & Products Liability £5,000,000 • Employers Liability £5,000,000. The estimated contract value is £90k per annum. However Midland Heart are expecting suppliers to cost efficiently.

Contract is due to commence on the 01st April 2016 for a period of 2 years with an option to extend for 1+1 years based on supplier performance and reviewing the current market at the time of the extension.

The tender is an OJEU tender opportunity that is advertise on the Bravosolutions website as per the link below.

https://iewm.bravosolution.co.uk/web/login.shtml

Additional information: Suppliers must meet all the minimum requirements (including all pass/fail criteria) set within the tender documents.