Provision of High Volume Call Handling (HVCH)

{
  "awards": [
    {
      "aboveThreshold": true,
      "contractPeriod": {
        "endDate": "2027-11-30T23:59:59+00:00",
        "startDate": "2025-12-01T00:00:00+00:00"
      },
      "date": "2025-09-19T00:00:00+01:00",
      "documents": [
        {
          "datePublished": "2025-09-22T15:41:12+01:00",
          "description": "Contract award notice on Find a Tender",
          "documentType": "awardNotice",
          "format": "text/html",
          "id": "058608-2025",
          "noticeType": "UK6",
          "url": "https://www.find-tender.service.gov.uk/Notice/058608-2025"
        }
      ],
      "id": "1",
      "items": [
        {
          "additionalClassifications": [
            {
              "description": "IT services: consulting, software development, Internet and support",
              "id": "72000000",
              "scheme": "CPV"
            }
          ],
          "deliveryAddresses": [
            {
              "country": "GB",
              "countryName": "United Kingdom",
              "region": "UKN"
            }
          ],
          "id": "1",
          "relatedLot": "1"
        }
      ],
      "mainProcurementCategory": "services",
      "milestones": [
        {
          "dueDate": "2025-12-01T23:59:59+00:00",
          "id": "1",
          "status": "scheduled",
          "type": "futureSignatureDate"
        }
      ],
      "relatedLots": [
        "1"
      ],
      "status": "active",
      "suppliers": [
        {
          "id": "GB-COH-03435822",
          "name": "Eckoh UK Limited"
        }
      ],
      "title": "Provision of High Volume Call Handling (HVCH)",
      "value": {
        "amount": 363000.0,
        "amountGross": 435600.0,
        "currency": "GBP"
      }
    }
  ],
  "buyer": {
    "id": "GB-COH-NI026041",
    "name": "Northern Ireland Electricity Networks Limited"
  },
  "date": "2025-09-22T15:41:12+01:00",
  "id": "058608-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-059dc2",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Belfast",
        "postalCode": "BT9 5HT",
        "region": "UK",
        "streetAddress": "120 Malone Road"
      },
      "contactPoint": {
        "email": "Emma.Rodgers@nienetworks.co.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          },
          {
            "description": "Northern Irish devolved regulations apply",
            "id": "GB-NIR",
            "scheme": "UK_CA_DEVOLVED_REGULATIONS"
          }
        ]
      },
      "id": "GB-COH-NI026041",
      "identifier": {
        "id": "NI026041",
        "scheme": "GB-COH"
      },
      "name": "Northern Ireland Electricity Networks Limited",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Hemel Hempstead, Hertfordshire",
        "postalCode": "HP39HN",
        "region": "UKH23",
        "streetAddress": "Telford House,Corner Hall"
      },
      "contactPoint": {
        "email": "Liam.brown@eckoh.com"
      },
      "details": {
        "publicServiceMissionOrganization": false,
        "scale": "large",
        "shelteredWorkshop": false,
        "vcse": false
      },
      "id": "GB-COH-03435822",
      "identifier": {
        "id": "03435822",
        "scheme": "GB-COH"
      },
      "name": "Eckoh UK Limited",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "description": "HVCH is an integral part of NIE Networks\u2019 fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks\u2019 database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.",
    "id": "B872",
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "id": "1",
        "status": "complete"
      }
    ],
    "procurementMethod": "direct",
    "procurementMethodDetails": "Direct award",
    "procurementMethodRationale": "The justification for this STA is reliance upon Clause 41 \u201cDirect Award in Special Cases\u201d of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure.  The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.",
    "procurementMethodRationaleClassifications": [
      {
        "id": "urgency"
      }
    ],
    "specialRegime": [
      "utilities"
    ],
    "status": "complete",
    "title": "Provision of High Volume Call Handling (HVCH)"
  }
}