Award

Audience Services (CF)

THE BRITISH BROADCASTING CORPORATION (BBC)

This public procurement record has 1 release in its history.

Award

23 Apr 2018 at 07:08

Award Notice
Summary of the contracting process

The British Broadcasting Corporation (BBC) has successfully awarded a contract titled "Audience Services (CF)" valued at £35 million, which is classified under the Call Centre services category. The award took place on 16 April 2018, with the contract commencing on 1 April 2019 and set to conclude on 31 March 2026. The procurement method employed was selective, utilising a negotiated procedure. This tender was open for submissions until 10 July 2017.

This contract presents significant growth opportunities for businesses experienced in call centre operations and customer service management. Companies with capabilities in handling diverse forms of public engagement—including complaints, technology support, and general enquiries—are particularly well-suited to compete for such contracts. As the BBC interacts with the public through several channels, including traditional methods and emerging platforms, suppliers adept in these areas could enhance service delivery and contribute to the BBC's mission of maintaining high standards of audience engagement.

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Notice Information

Notice Title

Audience Services (CF)

Notice Description

BBC Audience Services is the 'front door' for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC - 17 in all - ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels - both traditional (phone, webform, letters) and emerging (webchat, social media).

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/db8932c0-8d95-4977-acda-43b2964c9421
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated 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
£35,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
£35,000,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
23 Apr 20187 years ago
Submission Deadline
10 Jul 2017Expired
Future Notice Date
Not specified
Award Date
15 Apr 20187 years ago
Contract Period
31 Mar 2019 - 31 Mar 2026 Over 5 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
THE BRITISH BROADCASTING CORPORATION (BBC)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
W12 7TQ
Post Town
West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI33 Kensington & Chelsea and Hammersmith & Fulham
Delivery Location
Not specified
Local Authority
Hammersmith and Fulham
Electoral Ward
College Park & Old Oak
Westminster Constituency
Ealing Central and Acton

Supplier Information

Number of Suppliers
1
Supplier Name

CAPITA BUSINESS SERVICES

Further Information

Notice Documents

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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