Call centre

Tender description

Support services required to field, manage and provide detailed information to individuals and businesses from Tees Valley in the wake of the Covid-19 Pandemic. Considering a large increase of government information, guidelines and funding support to relay; expert logistical and personnel support was required to fulfil the demand of the region’s businesses. In line with Regulation 32(a) of PCR 2015 which allows for a non-competitive procedure to be carried out in cases of extreme urgency. In the wake of the quickly evolving Covid-19 pandemic support services were required to field, manage and provide detailed information from the government to individuals and businesses within Tees Valley. The government laid out a vast quantity of new financial support packages, new regulatory guidelines and Covid-19 procedures which needed to be relayed and explained. A central knowledge base for Tees Valley was required to support this service. Such a service needed to have the technology and software solutions readily in place to be able to quickly set up a central knowledge and database as well as have suitable trained personnel to field enquiries and be able to operate extended office hours. Such resources and capabilities were not available internally.