Out of Hours Call Handling and Social Media Monitoring Framework
Introduction
The Out of Hours Call Handling and Social Media Monitoring Framework is a strategic procurement tool developed by the National Framework Partnership. It is designed to assist public sector entities in maintaining seamless communication with their audiences outside traditional working hours. This framework operates under the Public Contracts Regulations (PCR), ensuring the procurement process is transparent, fair, and efficient. The framework is set to conclude on 30th November 2027 and falls under the Media & Marketing category.
Context & Use Case
In an increasingly connected world, public sector organisations must engage with and respond to the public around the clock. This framework addresses the critical need for continuous communication, particularly during out-of-office hours. Whether it's managing emergency repair calls, addressing anti-social behaviour concerns, or planning for business continuity, this framework provides public sector clients with access to competent service providers who can ensure that communication channels remain open and efficient. The framework is a vital resource for contracting authorities seeking to enhance their responsiveness and operational resilience.
Scope of Services
The Out of Hours Call Handling and Social Media Monitoring Framework encompasses a variety of services designed to meet diverse client needs. These services include: 1. 24/7 Emergency Repairs Call Handling: This service ensures that calls regarding emergency repairs are managed promptly according to pre-established protocols, thereby safeguarding public safety and infrastructure integrity. 2. Anti-social Behaviour Management: Service providers handle calls related to anti-social behaviour, offering timely reports and necessary support to address and mitigate such issues effectively. 3. Business Continuity Planning: This involves assisting clients during both planned and unexpected shutdowns, such as staff training days or system failures, ensuring that business operations remain uninterrupted. 4. Contractor Management: This service oversees repair jobs, ensuring they align with client requirements and, where possible, utilize local suppliers to foster community engagement and support.
Who Can Apply
The framework is open to a diverse range of service providers with the requisite capabilities to deliver the outlined services. Suitable applicants are those with experience in call handling, social media monitoring, and the management of emergency and business continuity operations. Providers must be able to tailor their services to the specific needs of each client, ensuring flexibility and client satisfaction.
Buyer Benefits
Public sector buyers benefit significantly from using the Out of Hours Call Handling and Social Media Monitoring Framework. It offers a compliant and efficient procurement route, enabling quick access to pre-vetted service providers. The framework supports buyers in maintaining high standards of service delivery, enhancing their ability to communicate effectively and manage risks. By leveraging this framework, public sector organisations can ensure competitive pricing and service quality, resulting in better outcomes for their stakeholders.
Lots
Not applicable
Next Steps
Suppliers interested in participating in this framework should thoroughly review the specific requirements and ensure they meet the necessary criteria. They are encouraged to contact the contracting authority directly for further guidance and to gain a deeper understanding of the application process.
How Biddable Can Help
Biddable offers invaluable support to suppliers keen on engaging with public sector frameworks. By providing tools and insights for discovering relevant opportunities, preparing comprehensive proposals, and maintaining visibility over procurement pipelines, Biddable helps suppliers navigate the complexities of public sector procurement with confidence and clarity.