Dispute Support - Enhanced Enquiries Service

Tender description

The Housing Ombudsman Service will be leveraging this procurement under the Crown Commercial Service - Outsourced Contact Centre and Business Services under the following Lots: Lot 1 – Contact Centre. The Invitation to Tender will be published only to suppliers that have registered under the agreement of the above Lots only. The Housing Ombudsman Service will be holding a "supplier day" via MS Teams on Monday 27th November 2023 at11am - 1pm for all suppliers in the disclosed Lot. Please register and confirm your attendance no later than Wednesday 22nd November 2023 by emailing aodufuwa@housing-ombudsman.org.uk. Any questions or clarifications you may require can accompany your registration so that these can be addressed on the ‘supplier day'. Lot 1: The Housing Ombudsman is seeking a supplier who has provided an enquiries service to either an Ombudsman or within the regulatory service sector. The successful provider will be expected to cover a call centre and reception function for all incoming contact into the Housing Ombudsman Service. This scope aims to cover a number of Service Lines requirements. The successful providers will be expected to provide a proposal to the Authority covering the following Service Lines: •Telephone contact response including Natural Language Processing (NLP) and signposting to other agencies •Email receipt and management. •Web Form management. •Web chat functions •Postal communications /receipt & document scanning- incoming and outgoing. •Client satisfaction surveys.