Out of Hours Call Handling Service 2026 Tender - 147294591

Procurement Summary

Country: United Kingdom

Summary: Out of Hours Call Handling Service 2026

Deadline: 28 Aug 2026

Posting Date: 15 Aug 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 147294591

Document Ref. No.: EAST1005

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

64214200 - Telephone switchboard services
79510000 - Telephone-answering services
79511000 - Telephone operator services
79512000 - Call centre

Purchaser's Detail

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Tender Details

Prior to commencing the formal procurement process, ECH will undertake structured market engagement to test market capability, interest and appetite for delivering an enhanced Out of Hours Call Handling Service. This engagement will help ensure that the final specification, evaluation approach and commercial model are informed by current market practice, supplier innovation and available technology solutions. The market engagement will seek feedback from potential providers on key areas including repairs triage, safeguarding support, customer service standards, CRM and repairs system integration, real-time call logging, call recording, reporting dashboards, business continuity, mobilisation requirements and pricing models. Suppliers will also be invited to demonstrate their systems and explain how their approach could support improved service quality, operational efficiency and the wider digital transformation objectives of ECH. The engagement will be conducted in a transparent and non-discriminatory manner, ensuring that all participating suppliers receive the same information and that no supplier gains an unfair advantage ahead of the formal tender process. Outputs from the engagement will be used to refine the procurement documents, confirm whether the proposed Competitive Flexible Procedure remains the most appropriate route to market, and ensure that the resulting opportunity is attractive, proportionate and deliverable. For more information about this opportunity, pleas...

Documents

 Tender Notice