LDS Out of Hours Helpdesk Service Provision/RES/PRO/2021

Concepts

• call centre
• milton keynes
• hours helpdesk service provision
• student computing and distribution helpdesk
• operating hours
• ooh service provision
• hours
• distribution helpdesk
• lds
• open university

Location

Milton Keynes:

Description

The Open University (OU) is seeking a partner to support the Student Computing and Distribution Helpdesk (SCDHD) in its capacity to service Student and Tutor contact over evenings/weekends and standard bank holidays. The OU would categorise this as Out of hours (OOH) activity. The OU require a partner that can support a service giving advice and guidance on the use of module software, OU systems, basic IT functions and guidance on delivery of physical module materials using tracking information from our external courier. It is expected that the support will be multichannel, at this time this is limited to telephony, web chat and email, however this may evolve over time. This activity will not be in-house, it is expected the appointed partner will manage this activity externally from the OU.

Total Quantity or Scope

The operating hours of both SCDHD and OOH service provision are as detailed in the table below.

Renewal Options

Contract term is for an initial 4 year period with the option to extend in two increments of 12 month periods at the sole disrection of the OU.

CPV Codes

• 79512000 - Call centre

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **