Call centre

Tender description

The Energy Saving Trust wishes to appoint contractors to operate and manage each of the 5 advice centres which comprise the Home Energy Scotland (HES) advice network covering the Highlands and Islands, North East, South East, South West, Strathclyde and Central regions of Scotland from 1.4.2019. The tender will be split into 5 lots, covering the provision of the services in these 5 geographical areas. The Energy Saving Trust currently anticipates following a single stage "open" tender procedure and to be publishing a formal contract notice for these purposes at around the beginning of August 2018. Tenderers may bid for one or a maximum of 2 lots, although each lot will be evaluated individually. As well as the opportunity to bid to operate the centres, tenderers will also have the opportunity to bid for additional services such as extended hours’ coverage. The Energy Saving Trust wishes to appoint a contractor to operate and manage The HES Highland and Islands advice centre from 1.4.2019. The network is delivered on a regional basis and the tender will be split into 5 lots, covering the provision of the services in the 5 geographical areas for HES. Tenderers must locate facilities for delivery of the service within the region covered by each lot. As well as the opportunity to bid to operate the centres, tenderers may also have the opportunity to bid for additional services such as extended hours’ coverage. The advice network was established in 2008 and is managed on behalf of the Scottish Government by the Energy Saving Trust. The current contracts are due to expire in March 2019. The HES advice centres provide a range of services to encourage and enable householders to adopt lower carbon lifestyles and where at risk from fuel poverty, achieve affordable warmth. The services include advising customers on the opportunities to reduce carbon impacts and save money by: adopting energy efficient and other low carbon behaviours; purchasing energy efficient appliances; installing insulation and other energy efficiency measures; generating energy through home renewables; improving water efficiency; fuel efficient driving; low carbon vehicle purchase; other low carbon transport opportunities as well as advising on and providing access to various schemes of financial support. They provide a gateway to assistance to low income householders through the Scottish Government’s Warmer Homes Scotland programme and area based schemes. The services are delivered through a mix of local promotion and awareness raising, digital and online support, telephone-based advice, outreach events, home visits and collaborative working with a wide range of local, regional and national partners to meet agreed activity KPIs. The HES advice network has an estimated overall value of GBP16M (excl VAT) over 3 years to March 2022, with a potential for 2 further 1-year extensions. Around 1 000 000 GBP (excl VAT) per year of this budget is attributable to the Highlands and Islands Centre. The contracts are expected to commence on the 1.4.2019. To support the contract notice and ensure that potential tenderers fully understand the contract requirements, we envisage holding one or more information events after the publication of the tender. More details will be made available to bidders on publication of the formal Contract Notice. The Energy Saving Trust wishes to appoint a contractor to operate and manage The HES North East advice centre from 1.4.2019. The network is delivered on a regional basis and the tender will be split into 5 lots, covering the provision of the services in the 5 geographical areas for HES. Tenderers must locate facilities for delivery of the service within the region covered by each lot. As well as the opportunity to bid to operate the centres, tenderers may also have the opportunity to bid for additional services such as extended hours’ coverage. The advice network was established in 2008 and is managed on behalf of the Scottish Government by the Energy Saving Trust. The current contracts are due to expire in March 2019. The HES advice centres provide a range of services to encourage and enable householders to adopt lower carbon lifestyles and where at risk from fuel poverty, achieve affordable warmth. The services include advising customers on the opportunities to reduce carbon impacts and save money by: adopting energy efficient and other low carbon behaviours; purchasing energy efficient appliances; installing insulation and other energy efficiency measures; generating energy through home renewables; improving water efficiency; fuel efficient driving; low carbon vehicle purchase; other low carbon transport opportunities as well as advising on and providing access to various schemes of financial support. They provide a gateway to assistance to low income householders through the Scottish Government’s Warmer Homes Scotland programme and area based schemes. The services are delivered through a mix of local promotion and awareness raising, digital and online support, telephone-based advice, outreach events, home visits and collaborative working with a wide range of local, regional and national partners to meet agreed activity KPIs. The HES advice network has an estimated overall value of GBP16M (excl VAT) over 3 years to March 2022, with a potential for two further one-year extensions. Around 1 100 000 GBP (excl VAT) per year of this budget is attributable to the North East Centre. The contracts are expected to commence on the 1st of April 2019. To support the contract notice and ensure that potential tenderers fully understand the contract requirements, we envisage holding one or more information events after the publication of the tender. More details will be made available to bidders on publication of the formal Contract Notice. The Energy Saving Trust wishes to appoint a contractor to operate and manage The HES South East advice centre from 1.4.2019. The network is delivered on a regional basis and the tender will be split into 5 lots, covering the provision of the services in the 5 geographical areas for HES. Tenderers must locate facilities for delivery of the service within the region covered by each lot. As well as the opportunity to bid to operate the centres, tenderers may also have the opportunity to bid for additional services such as extended hours’ coverage. The advice network was established in 2008 and is managed on behalf of the Scottish Government by the Energy Saving Trust. The current contracts are due to expire in March 2019. The HES advice centres provide a range of services to encourage and enable householders to adopt lower carbon lifestyles and where at risk from fuel poverty, achieve affordable warmth. The services include advising customers on the opportunities to reduce carbon impacts and save money by: adopting energy efficient and other low carbon behaviours; purchasing energy efficient appliances; installing insulation and other energy efficiency measures; generating energy through home renewables; improving water efficiency; fuel efficient driving; low carbon vehicle purchase; other low carbon transport opportunities as well as advising on and providing access to various schemes of financial support. They provide a gateway to assistance to low income householders through the Scottish Government’s Warmer Homes Scotland programme and area based schemes. The services are delivered through a mix of local promotion and awareness raising, digital and online support, telephone-based advice, outreach events, home visits and collaborative working with a wide range of local, regional and national partners to meet agreed activity KPIs. The HES advice network has an estimated overall value of 16 000 000 GBP (excl VAT) over 3 years to March 2022, with a potential for two further one-year extensions. Around 1 300 000 GBP (excl VAT) per year of this budget is attributable to the South East Centre. The contracts are expected to commence on the 1.4.2019. To support the contract notice and ensure that potential tenderers fully understand the contract requirements, we envisage holding one or more information events after the publication of the tender. More details will be made available to bidders on publication of the formal Contract Notice. The Energy Saving Trust wishes to appoint a contractor to operate and manage The HES South West advice centre from 1.4.2019. The network is delivered on a regional basis and the tender will be split into 5 lots, covering the provision of the services in the 5 geographical areas for HES. Tenderers must locate facilities for delivery of the service within the region covered by each lot. As well as the opportunity to bid to operate the centres, tenderers may also have the opportunity to bid for additional services such as extended hours’ coverage. The advice network was established in 2008 and is managed on behalf of the Scottish Government by the Energy Saving Trust. The current contracts are due to expire in March 2019. The HES advice centres provide a range of services to encourage and enable householders to adopt lower carbon lifestyles and where at risk from fuel poverty, achieve affordable warmth. The services include advising customers on the opportunities to reduce carbon impacts and save money by: adopting energy efficient and other low carbon behaviours; purchasing energy efficient appliances; installing insulation and other energy efficiency measures; generating energy through home renewables; improving water efficiency; fuel efficient driving; low carbon vehicle purchase; other low carbon transport opportunities as well as advising on and providing access to various schemes of financial support. They provide a gateway to assistance to low income householders through the Scottish Government’s Warmer Homes Scotland programme and area based schemes. The services are delivered through a mix of local promotion and awareness raising, digital and online support, telephone-based advice, outreach events, home visits and collaborative working with a wide range of local, regional and national partners to meet agreed activity KPIs. The HES advice network has an estimated overall value of 16 000 000 GBP (excl VAT) over 3 years to March 2022, with a potential for two further one-year extensions. Around 800 000 GBP (excl VAT) per year of this budget is attributable to the South West Centre. The contracts are expected to commence on the 1.4.2019. To support the contract notice and ensure that potential tenderers fully understand the contract requirements, we envisage holding one or more information events after the publication of the tender. More details will be made available to bidders on publication of the formal Contract Notice. The Energy Saving Trust wishes to appoint a contractor to operate and manage The HES Strathclyde and Central advice centre from 1.4.2019. The network is delivered on a regional basis and the tender will be split into 5 lots, covering the provision of the services in the 5 geographical areas for HES. Tenderers must locate facilities for delivery of the service within the region covered by each lot. As well as the opportunity to bid to operate the centres, tenderers may also have the opportunity to bid for additional services such as extended hours’ coverage. The advice network was established in 2008 and is managed on behalf of the Scottish Government by the Energy Saving Trust. The current contracts are due to expire in March 2019. The HES advice centres provide a range of services to encourage and enable householders to adopt lower carbon lifestyles and where at risk from fuel poverty, achieve affordable warmth. The services include advising customers on the opportunities to reduce carbon impacts and save money by: adopting energy efficient and other low carbon behaviours; purchasing energy efficient appliances; installing insulation and other energy efficiency measures; generating energy through home renewables; improving water efficiency; fuel efficient driving; low carbon vehicle purchase; other low carbon transport opportunities as well as advising on and providing access to various schemes of financial support. They provide a gateway to assistance to low income householders through the Scottish Government’s Warmer Homes Scotland programme and area based schemes. The services are delivered through a mix of local promotion and awareness raising, digital and online support, telephone-based advice, outreach events, home visits and collaborative working with a wide range of local, regional and national partners to meet agreed activity KPIs. The HES advice network has an estimated overall value of GBP16M (excl VAT) over 3 years to March 2022, with a potential for 2 further 1-year extensions. Around 1 400 000 GBP (excl VAT) per year of this budget is attributable to the Strathclyde and Central Centre. The contracts are expected to commence on the 1.4.2019. To support the contract notice and ensure that potential tenderers fully understand the contract requirements, we envisage holding one or more information events after the publication of the tender. More details will be made available to bidders on publication of the formal Contract Notice.