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Contact Centre Services

Crown Commercial Service

This public procurement record has 3 releases in its history.

Award

04 Oct 2017 at 12:13

Award Notice
TenderAmendment

13 Mar 2017 at 14:06

Tender Notice
Tender

09 Mar 2017 at 12:43

Tender Notice
Summary of the contracting process

The Crown Commercial Service is initiating a procurement process for "Contact Centre Services" through a Pan Government Collaborative Framework Agreement, which is applicable to various UK public sector bodies, including Central Government Departments, NHS Bodies, and Local Authorities. This procurement is classified under the customer services industry and includes two distinct lots: Lot 1 for Specialist Contact Centre Consultancy Services and Lot 2 for general Contact Centre Services. The tender period concluded on 3 April 2017, with the contract set to commence on 1 June 2017 and lasting for four years, with an overall estimated value of £1 billion.

This procurement presents significant opportunities for businesses, particularly small and medium enterprises (SMEs), to engage with the UK government and expand their operations within the public sector. Companies with expertise in customer services, telephone operator services, and call centre operations will be well-positioned to compete in this procurement process. Successful vendors will have the chance to secure long-term contracts while contributing to the efficiency and effectiveness of public sector communication services.

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Notice Information

Notice Title

Contact Centre Services

Notice Description

Crown Commercial Service as the Authority put in place a Pan Government Collaborative Framework Agreement for use by UK public sector bodies identified at V1.3 in OJEU Contract Notice 2017/S 046-085248 (and any future successors to these organisations), which include Central Government Departments and their Arm's Length Bodies and Agencies, Non Departmental Public Bodies, NHS Bodies and Local Authorities and the wider public sector. The services within the scope of this Framework Agreement have been divided into 2 Lots: - Lot 1 - Specialist Contact Centre Consultancy Services; and - Lot 2 - Contact Centre Services. Suppliers had the opportunity to bid for both of the two (2) Lots. However if a Supplier was successful on both Lots they were only awarded a place on the Lot that they had indicated in the Tender as their preferred Lot . For clarity, Suppliers were not allowed to be awarded a Framework Agreement for both Lot 1 and Lot 2. The duration of the Contact Centre Services Framework Agreement shall be for a period of four (4) years.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4a2ab0a1-578e-45bd-8fb6-2c81dd38d305
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79342300 - Customer services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£645,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
£645,000,000 £100M-£1B
Contracts Value
Not specified

Notice Dates

Publication Date
4 Oct 20178 years ago
Submission Deadline
3 Apr 2017Expired
Future Notice Date
Not specified
Award Date
30 May 20179 years ago
Contract Period
31 May 2017 - 30 May 2021 4-5 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
Crown Commercial Service
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LIVERPOOL
Postcode
L3 9PP
Postcode Area
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
Not specified
Local Authority
Liverpool
Electoral Ward
City Centre North
Westminster Constituency
Liverpool Riverside

Supplier Information

Number of Suppliers
1
Supplier Name

Please find list of successful awarded suppliers under Attachmen

Further Information

Notice Documents

Notice URLs

Open Contracting Data Standard (OCDS)

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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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