Telephone-answering services

Tender description

Ealing Council has worked with its partners to deliver quality and value in the context of its long standing outsourced contract for the provision of a high quality and value for money out of hours call handling shared service. High levels of quality are important for the current users of the arrangement and will be equally important for any potential new joiners. The current arrangement was procured by the London Borough of Ealing and is used by Ealing, Barnet, Tower Hamlets, Kensington and Chelsea, Haringey, Havering, Enfield and Waltham Forest Councils and Peabody Housing, Wandle Housing, and Homes for Haringey. Ealing Council is procuring Out of Hours Call Handling Services on behalf of itself and Barnet, Tower Hamlets, Kensington and Chelsea, Haringey, Havering, Enfield and Waltham Forest Councils and Peabody Housing, Wandle Housing, and Homes for Haringey, who are the existing users and also all UK Councils and Housing Sector Arm's Length Management Organisations (ALMO) s who offer an out of hour's service. Ealing Council is aiming that its new arrangement is open to use by all of these bodies and consequently this procurement represents a major opportunity. Each party will enter into separate but identical Services Agreements save for local variations and factual differences. In order to maximise the efficiency of the arrangement the new supplier may be required to undertake integration of the call centre service with the back office function of each individual council.