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Contact Centre Technology Maintenance & Support

HM Land Registry

This public procurement record has 2 releases in its history.

AwardUpdate

21 Jul 2026 at 17:14

Award Notice
Award

13 Aug 2024 at 09:51

Award Notice
Summary of the contracting process

HM Land Registry procured maintenance and support for its contact centre systems. The requirement is a technology services contract covering the operational support and ongoing maintenance needed to keep contact centre technology functioning effectively. It is classified as software programming and consultancy services and falls within the broader services category. Delivery is in the United Kingdom. The buying organisation is HM Land Registry, a national public body responsible for registering land and property interests in England and Wales. The requirement is suitable for small and medium-sized enterprises, indicating that businesses of this scale may be relevant when comparable contact centre support requirements return to the market.

The procurement is complete and was awarded through a selective call-off from the CCS Technology Services 3 framework, Lot 3a Operational Services – End User Services. Bids closed on 21 June 2024 at 5pm. HM Land Registry awarded the contract to Softcat Plc on 2 August 2024. The awarded value is £1,999,536.52, against an estimated procurement value of £3,300,000 and a minimum estimated value of £992,731.14, all excluding any stated currency conversion. The contract runs from 14 October 2024 to 14 July 2027. A nine-month extension was invoked as part of the requirement. The process used a framework call-off route rather than an open tender.

This award demonstrates sustained public-sector demand for suppliers able to maintain and support contact centre systems at substantial organisational scale. Relevant competitors would need practical capability in operational technology services, end-user support and the maintenance of software and associated contact centre environments. Experience of delivering dependable support for a public body, managing service continuity and resolving technology issues would help establish credibility. Businesses seeking comparable work should also assess whether they can access and operate through the relevant technology services framework route, or partner with a framework supplier. The requirement is explicitly suitable for SMEs, so a specialist smaller provider with the right technical delivery capability may be well placed for future opportunities from HM Land Registry.

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Notice Information

Notice Title

Contact Centre Technology Maintenance & Support

Notice Description

Maintenance and support of Contact Centre Systems. Route to market CCS Framework RM6100 Technology Services 3, Lot 3a Operational Services - End User Services + 9 month extension invoked

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-19ad8800-1d9b-4aa8-91ca-d04dc8ae15b4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c267587f-93cd-4a79-9c22-f7d698a9ecfa
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
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72200000 - Software programming and consultancy services

Notice Value(s)

Tender Value
£3,300,000 £1M-£10M
Lots Value
Not specified
Awards Value
£1,999,536 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
21 Jul 20261 months ago
Submission Deadline
21 Jun 2024Expired
Future Notice Date
Not specified
Award Date
2 Aug 20242 years ago
Contract Period
14 Oct 2024 - 14 Jul 2027 2-3 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
HM Land Registry
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CROYDON
Postcode
WC2A 3PH
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

Softcat Plc

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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