Public procurement notice: Contract Notice
Published: 2016-07-08
Buyer: Symphony Housing Group
Country: UK
Region: NORTH WEST (ENGLAND)
Contract type: Services
Procedure: Open procedure
CPV classification: 79511000 | 79512000
Estimated value: 480000 GBP
Submission deadline: 2016-08-05
Award criteria: Price, Quality

Technical requirements: Price
Quality
Symphony Housing Group are seeking expressions of interest from suitably experienced and qualified candidates to provide Out of Hours Emergency Call Handling Services for Repairs and Anti-Social Behaviour (ASB) for over 30 000 properties across the Group.
The Group require the following Call Handling Services at the times specified in the tender document;
In these instances the service provider will be required to respond to calls from SHG customers who are reporting emergency repairs. The service provider is then subsequently required to make any necessary outbound calls to provide the appropriate information to the designated contractor(s) and where appropriate keeping in touch with the customer. Where customers get in touch in relation to non-emergency repair requests the service provider will capture key information, provide advice to customers, about next steps, and pass information to SHG members to follow up on the next working day.
In these instances the service provider will be required to provide a response to emergency situations as set out and provide appropriate signposting advice. Capturing key information and providing a full report to the appropriate Symphony Group member organisation.
Additional planned cover for each participating member organisation per annum is required within the contract to cover emergencies, team events and training days. This will be with prior agreement with the appointed service provider.
A secondary function will be to provide Disaster Recovery support in the event of loss of telephony/ICT functions at any or all of Symphony Housing Group (SHG) members involved in this contract or emergency cover for any other event, including severe weather.
The contract will be for an initial 2 year period from the first day of the appointed service provider being online and fully operational, however, an option will be made available for a contract extension for a period of up to 2 years, agreed by both parties a minimum of 3 months prior to the end of the initial 2 year term.
The Group are currently going through a period of change and the appointed service provider will be required to work with the Group to implement the appropriate changes.
The contract performance will be measured through a suite of key performance indicators described in the Tender document set.
For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements:
Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.
Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR.
Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector.

Eligibility requirements: For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements: Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP. Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR. Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector. Experience in managing an emergency repairs call handling service in the Social Housing Sector.
For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements: Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.
For the Economic and Financial Standing Section 5of the PQQ, the Group have set a minimum financial threshold for this tender. All suppliers are required to self-certify that they meet the following requirements:
Your annual turnover for the latest completed financial year must be at least twice the Anticipated Annual value of the contract, estimated at 120 000 GBP.
Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR. Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector. Experience in managing an emergency repairs call handling service in the Social Housing Sector.
Experience in using Orchard housing management, a Data Protection policy, Information Security policy, telephony functionality — the provider must have 100 % call recording, IVR.
Experience in dealing with customers who are experiencing Anti-social behaviour in the Social Housing Sector. Experience in managing an emergency repairs call handling service in the Social Housing Sector.