# Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS

> A sourced UK public sector contract award published by Rochdale Metropolitan Borough Council.

## Key facts

- Buyer: [Rochdale Metropolitan Borough Council](/buyers/rochdale-metropolitan-borough-council/contract-awards)
- Supplier: [Agilisys Ltd](/suppliers/agilisys/public-sector-contract-awards)
- Award value: £354,000
- Tender value: £354,000
- Award date: 22 June 2023
- Published: 31 October 2023
- Contract start: 1 September 2023
- Contract end: 31 August 2025
- Stage: awarded
- Procurement category: services
- Notice ID: 42dcb40d-03b9-419d-876f-28a0512d7d0c-693514
- OCID: ocds-b5fd17-4963dd60-44fc-4aeb-818c-45934cc7e0fb

## Description

To provide Out of Hours \(OOH\) call handling service from our OOH hub in Rochdale Proposal includes the following services; • Fully managed OOH service covering the existing opening hours of 4\.30pm- • 9am Monday to Thursday, 4\.30pm Friday to 9am Monday on weekends and • all Bank Holidays 24hr • All systems and licenses relevant to the delivery of the service • Automated Management information • Monthly service review meetings • KPIs as per the current contract Resource and Planning • Forecasting and Planning • Long term capacity Planning • Short term Planning • Performance Analysis • Scheduling • Holiday Management • WFM Administration • Intraday Performance Management • Reporting

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/42dcb40d-03b9-419d-876f-28a0512d7d0c-693514)