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COV - Contact Support Centre

Awarded
ocds-h6vhtk-06f986International

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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Coventry City Council has issued an award notice for the provision of a contact centre management solution. The primary objective of this contract is to implement a system that supports the delivery of efficient and high-quality customer services across the entire Council. The procurement process is identified by solicitation number ocds-h6vhtk-06f986 and was posted on September 14, 2026. Further inquiries regarding this award can be directed to the procurement services department at Coventry City Council.

General Info

Coventry City Council awarded a contract for a contact centre management solution.

Agency

Coventry City CouncilView Agency

Contract Value

$0

NAICS

561422 - Telemarketing Bureaus and Other Contact CentersView NAICS

Place of Performance

Not specified

Set-Aside

NONE

Awardee

Documents

(0)

No documents available

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Timeline

PhaseAwarded
Posted

Award Notice

Awarded

Contract was awarded

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Organization & Contact Information

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AgencyCoventry City Council
Contacts1 person available
OfficeN/A
Organization / Agency
Coventry City Council
View Agency Profile
Office AddressN/A

Full Description

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Provision of a contact centre management solution to support the delivery of efficient and high-quality customer services across the Council.

Similar Contracts

Same NAICS industry code

NAICS: 561422
SLED
HBX RFP- Call Center Services
Solicitation # DOC844161
Solicitation DOC844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority to secure a fixed-price contractor to staff, train, and manage customer service representatives for two contact centers: the DC Health Link/Exchange and the Massachusetts Health Connector for Business. The contract includes a base period starting October 1, 2027, with option years extending through September 30, 2032. The selected contractor will be responsible for operating the centers under various volume scenarios and must provide a comprehensive suite of deliverables, including project management, transition, and quality assurance plans. Performance is governed by strict service level agreements and key performance indicators, with liquidated damages applicable for missed targets regarding call handling, response times, and quality assurance. The contract mandates rigorous compliance with District of Columbia regulations, including the First Source Employment Agreement, which requires a 51 percent hiring goal for DC residents and adherence to the Living Wage Act. Bidders must submit a detailed SBE Subcontracting Plan with a 35 percent goal for small business enterprises and provide certifications regarding equal employment opportunity and non-discrimination. Due to the nature of the services, the contractor must adhere to the Exchange Privacy and Security Compliance Addendum, ensuring the protection of personally identifiable information and federal tax information in accordance with HIPAA and ACA standards, with a requirement to report potential privacy incidents within one hour.
Health Benefit Exchange Authority (DCHBX)

POSTED

18 days ago

DEADLINE

in 3 days
View Details

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