Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS
key details
| Value | £354,000 |
|---|---|
| Status | complete |
| Category (CPV) | 79500000 |
| Deadline | 17 Mar 2023 |
| Contract start | 1 Sept 2023 |
| Contract end | 30 Aug 2025 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-b5fd17-4963dd60-44fc-4aeb-818c-45934cc7e0fb |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Agilisys Ltd | £354,000 | 21 Jun 2023 | active |
description
To provide Out of Hours (OOH) call handling service from our OOH hub in Rochdale
Proposal includes the following services;
| • | Fully managed OOH service covering the existing opening hours of 4.30pm- |
| • | 9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and |
| • | all Bank Holidays 24hr |
| • | All systems and licenses relevant to the delivery of the service |
| • | Automated Management information |
| • | Monthly service review meetings |
| • | KPIs as per the current contract |
Resource and Planning
| • | Forecasting and Planning |
| • | Long term capacity Planning |
| • | Short term Planning |
| • | Performance Analysis |
| • | Scheduling |
| • | Holiday Management |
| • | WFM Administration |
| • | Intraday Performance Management |
| • | Reporting |
notice history
2 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 14 Feb 2023 | Contract notice (F02) | Earlier regulations | 004557-2023 |
| 31 Oct 2023 | Award (award) | · | 42dcb40d-03b9-419d-876f-28a0512d7d0c-693514 |
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source
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