Ausschreibungen

Telephone switchboard services. Call centre. Telephone operator services. Parliamentary ICT (PICT) - on behalf of the House of Commons and House of Lords has procurred a contract for the provision of Operator and Message Bureau services for the Parliamentary Estate. The Parliamentary Operator Bureau (OB) operates 24 hours per day, 365 days per year, handling on average 3 000 calls per day while the House is sitting, and performing a number of associated telephony and message-taking tasks. The volume of calls is extremely variable, varying from just over 1 000 calls per day average in some months (25 000 per month), to nearly 4 000 calls per day at other times of the year (85 000 per month). The OB has to have the flexibility of staffing to be able to handle these peaks and troughs in an efficient manner. The service is provided on-site by an external contractor at present but Parliament recognise that alternative means of achieving delivery of the service could be feasible and cost effective. The value of the contract is currently approximately 785 000 GBP per annum excluding VAT (which covers both OB and a Business Continuity/Disaster Recovery element), but the expectation is that through the greater use of technology, profiling of service delivery to meet demand as needed, and refinement of service levels, costs could be reduced by up to 20 % or more. The service will include the answering of incoming calls from a number of sources, including Members and staff of both houses and members of the public, according to agreed service levels and using the agreed salutation depending on the source of the call. If the call cannot be connected, the operator will take messages for delivery on paper and/or by various electronic methods (using equipment provided by PICT). Operators also carry out several other ancillary duties, such as delivering telephone directories, which will be detailed in the formal Invitation to Tender. The Supplier will retain responsibility for recruitment, training, disciplinary action and general management matters of all staff. The Supplier must also be able to provide a BC/DR solution for use if required. The supplier will be expected to demonstrate the capacity for flexibility, innovation and continuous improvement throughout the life of the contract by working closely with the Authority to identify and exploit opportunities for greater use of technology to automate services where appropriate, maintain service levels whilst reducing costs through optimisation of staff deployment and shift patterns, and lessening dependency on fixed accommodation/facilities within the Parliamentary estate.

Operator Bureau, Switchboard and Associated Services.

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