Single-Party Framework Agreement for the Provision of Contact Centre and Document Management Services and related services for the Residential Tenancies Board

The Contracting Authority proposes to engage in a competitive process for the establishment of a single-party framework agreement for the provision of Contact Centre and Document Management Service and related services to the Residential Tenancies Board. The successful tenderer will be able to demonstrate their ability in delivering a high-quality customer experience in meeting the short-term needs, as well as showcasing how their proposed model will support the RTB in evolving their service proposition to deliver against its cost and quality ambition in the mid and long term. The initial contract will cover the provision of services across all current contact channels, namely phone, e-mail, webchat and traditional whitemail. One of the critical objectives of this contract will be to work in partnership with the RTB to identify and implement improvements to reduce demand or manage it differently, so capacity can be created for growth and unnecessary spend can be minimised. The initial contract length is expected to be between three and five years, attached to a Framework Agreement of ten years.