Out of Hours Call Handling Service 2026 - Market Engagement

ECH is undertaking structured market engagement before launching a formal procurement for an enhanced Out of Hours Call Handling Service. This engagement phase aims to understand current market capabilities, supplier interest, and available technology solutions to inform the final service specification, evaluation criteria, and commercial terms. Key topics for supplier feedback include: repairs triage and prioritization, safeguarding protocols, customer service standards, CRM and repairs system integration, real-time call logging and recording, reporting dashboards, business continuity planning, mobilisation timelines, and pricing models. Suppliers are encouraged to demonstrate their systems and explain how their solutions can improve service quality, operational efficiency, and support ECH's digital transformation goals. This transparent engagement ensures all participating suppliers receive identical information with no competitive advantage before the formal tender. Feedback will be used to refine procurement documents, confirm the procurement route, and ensure the opportunity is attractive, proportionate, and achievable for the market. For more information and to respond, visit: https://www.delta-esourcing.com/tenders/UK-UK-Braintree:-Telephone-switchboard-services./W8ZW446MF6