Provision of Out of hours support for the computing and distribution Helpdesk

Concepts

• telephone answering
• milton keynes
• hours support
• distribution helpdesk
• hours
• both technical and non-technical support
• hours (ooh) support
• the ou helpdesk
• the computing and distribution helpdesk
• the open universitys student computing and distribution helpdesk (scdhd

Location

Northumberland and Tyne and Wear:

Description

The Open University's Student Computing and Distribution Helpdesk (SCDHD) are appointing an 3rd party to provide out of hours (OOH) support.

Total Quantity or Scope

The OU Helpdesk receives contact from students providing both technical and non-technical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The OU has now extended support of students to 24/7 via different channels

Award Detail

Renewal Options

2 x 12 months

Award Criteria

CPV Codes

• 79510000 - Telephone-answering services
• 79512000 - Call centre

Indicators

• Options are available.

Legal Justification

Following a tender in 2022, which resulted in two non-compliant bids, the OU entered into an interim agreement with Norman. The OU now wishes to contract with Norman for a longer period of 3 years, on the grounds of absence of competition due to technical reasons. Norman Managed Services have successfully supported the OU over the past 12 months with an out-of-hours Helpdesk. They have become an integral part of how the OU supports students. The OU Helpdesk receives contact from students providing both technical and nontechnical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The support provided in this area is extremely sensitive and Norman supports a range of other Universities and other Higher Education organisations, giving them experience in dealing directly with the complexity that this service can bring. The services provided by Norman has also given the OU the ability to benefit from the widespread expertise gained by Norman over the past 17 years that they have been operating. The OU has now extended support of students to 24/7 via different channels through a combined service of in-house OU Helpdesk and Norman. This increase in service for OU students has been achieved at lower cost.

Other Information

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