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Awarded

Dispute Support - Enhanced Enquiries Service

Published

Supplier(s)

Hinduja Global Solutions UK Limited

Value

1,300,000 GBP

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. 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

Timeline

Award date

7 months ago

Publish date

6 months ago

Buyer information

HOUSING OMBUDSMAN SERVICE

Contact:
Ayo Odufuwa
Email:
aodufuwa@housing-ombudsman.org.uk

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