Public Services > Local Government

Ealing issues £7m out of hours call centre tender

Neil Merrett Published 19 January 2017

Authority goes to market for supplier to provide functions to a number of borough councils and housing groups as part of ongoing consortium arrangement


The London Borough of Ealing has issued a tender to provide out of hours call centre services that includes telephony, data capture and systems interoperability functions to itself and a number of authorities in the capital.

With a contract value of £7m, the authority is in the process of looking for potential suppliers to replace an existing out of hours call centre agreement that is set to expire on September 23, 2018.  The single supplier agreement is anticipated to last for up to seven years.

“The council intends to let a new contract for a term of 5 years with an option to extend for two additional terms of one year each,” said the tender notification document.

With Ealing serving as the lead authority on the agreement, services offered by the contracted supplier will also be available to the London boroughs of Havering, Barnet, Kensington and Chelsea, Tower Hamlets, Haringey, Waltham Forest and Enfield as part of an ongoing consortium arrangement.

The Peabody and Wandle housing association will also be able to participate, along with any other public sector organisations looking to sign up to the arrangement later on.

Having already conducted a pre-qualification exercise to find suitable bidders, three organisations have been invited to take part in a competitive process for the contract.  A single bidder will be selected to provide the out of hours service to the consortium.

While Ealing will be responsible for the overarching agreement with the chosen supplier, it is understood that each participating authority will sign a separate service deal, rather than a combined contract.

Currently classed as an open opportunity, the tender represents the third contract intended to be signed by consortium members since 2008.

“There is a strong ethos of collaboration underpinning the Out of Hours Call Centre consortium,” the tender notice stated.

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