Telephone-answering services in London – Framework Lead

The current contract for Telephone-answering services in London is projected to end on 12/2/2018 and may be available for re-tender.The current contract for Telephone-answering services in London included the provision of out of hours and optional daytime customer call handling services to be provided as a shared service arrangement. The requirement involves taking calls from the public during periods when other borough call handling arrangements are not in operation, filtering calls to identify priorities, recording information in computer systems, and passing information to on-call duty staff who provide direct services.Whilst the requirements are primarily for the delivery of an out of hours service, there is interest in extending the service to include call handling during daytime office hours. These daytime calls are likely to be similar in nature and complexity to out of hours calls.The contract is to be open to all members and affiliate of the London Contracts and Supplies Group (LCSG). Membership details of the LCSG may be found at:The contract is also open to all other public bodies, housing association (including LSVTs set up under the Housing Act 1996), and arms length.Management organisation. These include but are not limited to Southern Housing Group and Association of Greater Manchester Authorities (AGMA). Details of the members of the AGMA can be found on their website:Ealing Council will be the lead for the framework agreement.The current contract for these services is being used by the following London Boroughs and Housing Organisation:Barking & Dagenham, Tower Hamlets, Ealing, Lambeth, Harringey, Havering, Enfield, Lambeth Living, Homes 4 Harringey.