Provision of High Volume Call Handling (HVCH)
Northern Ireland Electricity Networks Limited
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Key details
Procurement
- 72000000 IT services: consulting, software development, Internet and support
What happened
Northern Ireland Electricity Networks Limited awarded this contract to Eckoh UK Limited worth £363,000 on 19 Sept 2025. The contract runs until 30 Nov 2027.
Description
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.
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External ID: fts-ocds-h6vhtk-059dc2 • Added 6 August 2026