Who won: Out of Hours Contact Centre Services

About this contract

The Guinness Partnership Limited (Guinness) and all of our subsidiaries have a requirement for a supplier to provide a contact centre service outside of the operating hours of our in house contact centre. The service is required to offer our residents 24/7/365 access to a telephone service in an emergency situation with immediate risk to health and safety. The out of hours service is required during the hours of 8pm to 8am Monday to Friday and from 8pm on Friday through to 8am on Monday and includes all public holidays. The supplier will also be required to provide cover during normal working hours in the event that Guinness are unable to take calls. It is possible during the contract that the supplier will be expected to use other forms of communication for example email and web chat.

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• ✓Answer against the marking scheme, not the question text — THE GUINNESS PARTNERSHIP LIMITED scores each response, so map your evidence to the published criteria and weightings.
• ✓Lead with evidenced capability and social value — for public sector work these usually outweigh price.
• ✓Show recent, comparable delivery: name similar public sector contracts you've delivered for public bodies, with measurable outcomes.
• ✓This one's been awarded — but THE GUINNESS PARTNERSHIP LIMITED retenders on a cycle. Get matched the day the next one lands and start your draft early.

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