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PROCUREMENT OPPORTUNITY

Provision of High Volume Call Handling (HVCH)

Northern Ireland Electricity Networks Limited · Transparency notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 09:26.

Opportunity overview

HVCH is an integral part of NIE Networks’ 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’ 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.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Eckoh UK Limited

Matched by number
Published award value
£363k
Awarded
18 Sept 2025
Award ID
1
Status
active
Identifier
GB-COH 03435822
Location
Hemel Hempstead, Hertfordshire, UKH23, HP39HN, United Kingdom

Classification

No classification was supplied.

Lots

  • Lot 1Value not stated

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
B872
Status
complete
Procurement Method
direct
Procurement Method Details
Direct award
Why this procedure was chosen
The justification for this STA is reliance upon Clause 41 “Direct Award in Special Cases” 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.

Legal basis

Id
2023/54
Scheme
UKPGA

Special regime

utilities

Procedure reasons

Entry 1
Id
urgency

Lots and requirements

Entry 1
Id
1
Status
complete

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest

Buyer, suppliers and contacts

Organisation 1
Id
GB-COH-NI026041
Name
Northern Ireland Electricity Networks Limited

Roles

buyer

Address

Region
UK
Country
GB
Locality
Belfast
Postal Code
BT9 5HT
Country Name
United Kingdom
Street Address
120 Malone Road

Details

Classifications

Entry 1
Id
privateUtility
Scheme
UK_CA_TYPE
Description
Private utility
Entry 2
Id
GB-NIR
Scheme
UK_CA_DEVOLVED_REGULATIONS
Description
Northern Irish devolved regulations apply

Identifier

Id
NI026041
Scheme
GB-COH

Contact

Organisation 2
Id
GB-COH-03435822
Name
Eckoh UK Limited

Roles

supplier

Address

Region
UKH23
Country
GB
Locality
Hemel Hempstead, Hertfordshire
Postal Code
HP39HN
Country Name
United Kingdom
Street Address
Telford House,Corner Hall

Details

Vcse
No
Scale
large
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
03435822
Scheme
GB-COH

Contact

Award information

Award 1
Id
1
Date
19 Sept 2025, 00:00
Title
Provision of High Volume Call Handling (HVCH)
Status
active
Above Threshold
Yes
Main Procurement Category
services

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKN
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKN
Country
GB
Country Name
United Kingdom
Entry 3
Region
UKN
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Value

Amount
363,000
Currency
GBP
Including VAT
435,600

Documents

Entry 1
Id
057944-2025
Format
text/html
Notice Type
UK5
Description
Transparency notice on Find a Tender
Document Type
awardNotice
Published
19 Sept 2025, 08:56
Entry 2
Id
057960-2025
Format
text/html
Notice Type
UK5
Description
Transparency notice on Find a Tender
Document Type
awardNotice
Published
19 Sept 2025, 09:22
Entry 3
Id
058608-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
22 Sept 2025, 15:41

Suppliers

Supplier 1
Id
GB-COH-03435822
Name
Eckoh UK Limited

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
1 Dec 2025, 23:59

Related lots

1

Contract period

Ends
30 Nov 2027, 23:59
Starts
1 Dec 2025, 00:00

Recorded locations

  • Buyer location · Belfast · UK · BT9 5HT · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-059dc2-2025-09-22T15:41:12+01:00Transparency notice on Find a Tender ·