Award

Universal Credit Booking Service Contact Centre Service Contract

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Award

11 Jan 2017 at 10:10

Award Notice
Summary of the contracting process

The Department for Work and Pensions is seeking to deliver the Universal Credit Booking Service Contact Centre Service Contract, which falls under the call centre services industry category. The procurement process is currently complete, having transitioned through the tender stage, and the contract period runs from 21 January 2017 to 29 July 2018. The total contract value amounts to £8,887,102, with operations based in the North West of England. This was initiated through a selective procurement method, following a restricted procedure, and the tender period ended on 18 July 2016.

This procurement presents substantial opportunities for businesses in telecommunications and customer service management, particularly those with experience in call centre operations. Companies that are well-suited to compete for similar contracts are typically larger enterprises capable of managing high call volumes and providing effective customer support services, such as those required for the Universal Credit programme. Involvement in such contracts can facilitate growth and expansion within the public sector, allowing businesses to enhance their operational capability and reputation.

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Notice Information

Notice Title

Universal Credit Booking Service Contact Centre Service Contract

Notice Description

To deliver the following telephony service lines: Universal Credit Full Service from 30 January 2017 to 29 July 2018 (Handling an Inbound Call from claimants wishing to book an Initial Evidence Interview as part of their UC Claim) Universal Credit Live Service from 01 March 2017 to 31 May 2018 (Making an Outbound Call to claimants who wish to book an Initial Work Search Interview as part of their UC Claim)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ce7ef705-c5d3-4e3e-9094-ab163e2ffd93
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure
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

79512000 - Call centre

Notice Value(s)

Tender Value
£8,887,102 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Jan 20179 years ago
Submission Deadline
18 Jul 2016Expired
Future Notice Date
Not specified
Award Date
5 Sep 20169 years ago
Contract Period
25 Sep 2016 - 29 Jul 2018 1-2 years
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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