Award

Emergency Capacity Contact Centre Services for the Vulnerable People Support Service

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 3 releases in its history.

AwardUpdate

15 Sep 2020 at 07:53

Award Notice
AwardUpdate

04 May 2020 at 11:04

Award Notice
Award

30 Apr 2020 at 10:54

Award Notice
Summary of the contracting process

The Department for Work and Pensions has completed a procurement process for the "Emergency Capacity Contact Centre Services for the Vulnerable People Support Service". This tender, classified under office-support services and specifically, call centre operations, was primarily aimed at supporting vulnerable customers affected by self-isolation due to COVID-19. The procurement method employed was selective, utilising a call-off from a framework agreement. The contract was active from 20th March 2020 to 19th September 2020, with a maximum value of £90,000,000. The contract predominantly served the North West region of the United Kingdom.

This tender presents significant opportunities for companies specialising in call centre operations and office-support services, especially those capable of handling high-volume outbound calling initiatives. Businesses looking to grow in this domain will benefit from understanding the specific needs of vulnerable populations, as well as demonstrating capacity to deliver high-quality customer support services amidst unprecedented circumstances. Competitive firms may include large service providers with experience in managing similar contracts, particularly those familiar with public sector engagements.

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Notice Information

Notice Title

Emergency Capacity Contact Centre Services for the Vulnerable People Support Service

Notice Description

Contact Centre services based initially on outbound calls (inbound optional) to support vulnerable customers under self isolation strategies due to the impact and government response to Coronavirus-19

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79500000 - Office-support services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£90,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
£45,750,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
15 Sep 20205 years ago
Submission Deadline
20 Mar 2020Expired
Future Notice Date
Not specified
Award Date
20 Mar 20205 years ago
Contract Period
20 Mar 2020 - 19 Sep 2020 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
DEPARTMENT FOR WORK AND PENSIONS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LEEDS
Postcode
LS2 7UA
Post Town
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
TLD North West (England)
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Supplier Information

Number of Suppliers
1
Supplier Name

SERCO

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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