Source: https://tendernation.io/opportunities/01a13b9d-424a-70b4-ad94-c673c0e03d89/provision-of-out-of-hours-call-handling-and-social-media-monitoring-framework-se awarded GB open procedure Suitable for SMEs # Provision of Out of Hours call handling and social media monitoring Framework Services [Hyde Housing Association Ltd](https://tendernation.io/buyers/hyde-housing-association-ltd) Estimated value £50,000 to £50,000,000 Published 14 Dec 2023 Deadline Closed 15 May 2023 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Sets up a framework Winning a place does not guarantee work: contracts are awarded later as call-offs, and the list usually stays closed for years. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender \*\*THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE\*\* It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to: - Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols, - Anti-social behaviour (ASB) management - managing calls and providing reports, - Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc, - Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains. The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document. The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period. This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services. Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations): A full list of potential contracting authorities can be found here under the most recent file: [ons.gov.uk](https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide) The following public bodies may also use the Framework Agreement: [wales.com](http://www.wales.com/study/universities-wales) [gov.wales](http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en) [executiveoffice-ni.gov.uk](https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415) [gov.scot](http://www.gov.scot/Topics/Government/public-bodies/about/Bodies) \*\*THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE\*\* Read full description ## CPV classification Call centre Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/b478068f-9bdd-465d-8271-628184273f1b) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. 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