Colleague competency solution

{
  "buyer": {
    "id": "GB-MPR-30938R",
    "name": "The Riverside Group Limited"
  },
  "date": "2026-02-25T14:38:02Z",
  "id": "016951-2026",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-065c30",
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    {
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        {
          "id": "PWQV-9217-TZPQ",
          "scheme": "GB-PPON"
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      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Speke, Liverpool",
        "postalCode": "L24 8RF",
        "region": "UKD72",
        "streetAddress": "2 Estuary Boulevard"
      },
      "contactPoint": {
        "email": "procurement@riverside.org.uk"
      },
      "details": {
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      "id": "GB-MPR-30938R",
      "identifier": {
        "id": "30938R",
        "scheme": "GB-MPR"
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      "name": "The Riverside Group Limited",
      "roles": [
        "buyer"
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  ],
  "tag": [
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  "tender": {
    "aboveThreshold": false,
    "description": "The Riverside Group (TRG) are a large Social Housing provider based in Speke, Liverpool. Our customer services team handles c.1m contacts from and to customers each year. \nWith people at our heart, we\u0027ve an intent to improve the quality of our services to our customers, whether in social housing or our care and support schemes and services - delivered by engaged and fulfilled colleagues. \nWe aim to add value by reducing cost through better working practices, without undermining service standards and quality. We\u0027ll maximise income by improving our collection rates and optimise our commercial activities.\nWe\u0027re committed to providing a more positive digital experience for customers and colleagues, ensuring that digital is the first choice every time. We currently offer a multichannel ecosystem, but over time aim to deliver a more sophisticated omnichannel experience that is integrated and needs-based. \nFurther information on what we do can be found here: What we do - Riverside Group.\nColleague competency has been an ongoing challenge for the Customer Service Centre team, with colleagues expected to retain significant process information and knowledge across multiple core servicing areas - Repairs and Maintenance, Income Management, Housing Management, Building Safety, Complaints and Anti-Social Behaviour and Safeguarding. Whilst training and supporting documentation is given/available to colleagues via multiple sources, ongoing quality assurance activities have identified significant gaps in terms of adherence to customer service, compliance and process standards. Current challenges include:\n\u2022\tAverage interaction handling time exceeds 10 minutes versus targeted handling time of 8 minutes leading to an increase in customer wait times (target is 3 minutes, current performance 7-10 minutes as of June 2025)\n\u2022\t40% of the average interaction handling time is spent in wrap (also known as after call work), contributing to reduced advisor availability and increased customer wait times\n\u2022\tWhen colleagues place a customer on hold, on average this is done for over 3 minutes - highlighting a potential knowledge or process gap\n\u2022\tAn advisor teams chat is available to support colleagues with questions or queries, this is used c300 times per day for advisors to ask questions and raise support requests if they\u0027re unsure/unable to respond to a customer\u0027s query - this means over 100,000 support requests are made and responded to per year, increasing handling time and highlighting an issue with advisor knowledge and competency\n\u2022\tThe blending of customer interactions post-system integration/migration of former One Housing customers to incumbent Riverside Group systems (Salesforce, Open Housing etc), has highlighted significant knowledge gaps and process queries - at present there are 20 known knowledge or process issues flagged as part of the integration\n\u2022\tWe\u0027ve over 450 knowledge articles, designed to document and communicate processes and ways of working, these are reviewed by colleagues across the business, on average 13,000 times per month - demonstrating that advisor knowledge, whilst available isn\u0027t being readily retained and used\n\u2022\tExisting quality assurance processes, whilst being reviewed, indicate a 56% pass rate against the required quality standards (as of June 2025), with an 76% average quality score, showing that a little over half of staff are failing to meet our existing minimum quality standards (90% pass rate).\nTRG wish to partner with a proven customer experience company to:\n\u2022\tOnboard a colleague competency solution\n\u2022\tTo allow us to efficiently and effectively identify colleague competency levels\n\u2022\tTo enable targeted learning and coaching interventions to improve competency levels\n\u2022\tSubsequently improving key performance and quality management KPIs\n\u2022\tWhilst providing an on-going managed service, helping TRG respond to the needs of our customers and colleagues in-line with our business objectives.",
    "documents": [
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        "description": "8.1\tAll tender documents will be made available via the In-Tend portal: https://in-tendhost.co.uk/theriversidegroup/aspx/Home",
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        "datePublished": "2026-02-25T14:38:02Z",
        "description": "Tender notice on Find a Tender",
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        "id": "016951-2026",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/016951-2026"
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    "id": "TRGBS-270",
    "items": [
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        "additionalClassifications": [
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            "description": "Training software development services",
            "id": "72212931",
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            "countryName": "United Kingdom",
            "region": "UKC"
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    "legalBasis": {
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        "contractPeriod": {
          "endDate": "2029-05-31T23:59:59+01:00",
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    "procurementMethod": "open",
    "procurementMethodDetails": "Below threshold - open competition",
    "status": "active",
    "submissionMethodDetails": "All submissions must be done via the procurement portal https://in-tendhost.co.uk/theriversidegroup/aspx/Home",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed"
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    "tenderPeriod": {
      "endDate": "2026-03-25T12:00:00Z"
    },
    "title": "Colleague competency solution",
    "value": {
      "amount": 150000,
      "amountGross": 180000,
      "currency": "GBP"
    }
  }
}