On February 16 2009 we launched the new http://www.capitalambition.gov.uk website. This London Connects site will remain up for a while, but will no longer be updated or active. All the important information about current projects and upcoming events will be moved over.  Please head to  http://www.capitalambition.gov.uk now to see our new site.

  

Out of Hours

The Out of Hours and Related Customer Call Handling Framework Contract has been awarded to Vangent Limited by Ealing, who signed it on 8th September 2008.

Capital Ambition would also like to acknowledge the efforts of the London Boroughs of Waltham Forest and Barking & Dagenham who worked with Ealing on the procurement. To see what advantages Out of Hours can offer you, please read our document 'Out of Hours - London Framework Contract - main features', which is available below.

This service will be available to all London Boroughs that wish to access it. The Framework Agreement also covers other London government institutions and NGOs such as Housing Associations. Generally, it is available to all those organisations that are members of the “London Contracts & Supplies Group”

The new service operates on a detailed ‘price list/schedule of rates’, in accordance with high service standards. It replaces costly separate call handling arrangements in each participating borough, reducing their costs to an average of one third of the current level (based on a recent survey).  Charges will reduce further as more organisations join.

Capital Ambition and London Connects facilitated the specification and tendering of the Framework, under the direction of the Customer Services for London Group (which is composed of senior customer services staff from all of the London boroughs). The project was delivered to a relatively small budget. Plans are already underway with a significant number of councils to commence service provision this year. 

This service will be provided from Vangent’s central London call centre facility which already provides Southwark's call services.

As background, surveys have shown that most boroughs use relatively costly in-house services to manage their telephone based out of hours (emergency type) contact with the public. At certain times of night, boroughs may have staff answering fewer than two or three calls per hour. Indeed, there is clear evidence that efficiencies and service standards can be significantly improved via a shared call handling service in London.

For more details please contact This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or 020 7934 9645

OOH Short Service Description
OoH Contract Joining Guidance v1.3