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Provision of Genesys Cloud Contact Centre

Department for Business and Trade

This public procurement record has 1 release in its history.

Award

22 Sep 2026 at 09:48

Award Notice
Summary of the contracting process

The Department for Business and Trade procured a Genesys Cloud contact centre service to support the newly created Fair Work Agency. This is a telecommunications and contact-centre technology service, covering the provision of the Genesys Cloud platform and associated service capability. Delivery is intended to support operations across the United Kingdom, the Channel Islands, the Isle of Man, Europe, British Overseas Territories and other locations worldwide. The requirement sits within the wider public-sector telecommunications services market and would suit providers of cloud contact-centre platforms, implementation and operational support. The buyer is the Department for Business and Trade, based at the Old Admiralty Building in London.

The procurement has been completed and the contract was awarded on 26 August 2026 to British Telecommunications PLC. It was run as a selective call-off from the RM6116 framework agreement. The awarded value is £322,687, with a committed first-year spend of £133,386.67 excluding VAT; the overall value allows for additional first-year service spend and a potential second optional year. The contract period runs from 27 August 2026 to 1 September 2027. The tender submission deadline was 26 August 2026 at 17:00. The opportunity was identified as suitable for small and medium-sized enterprises and was evaluated through the framework call-off process.

For a supplier that did not win this procurement, the award demonstrates demand from the Department for Business and Trade for a cloud-based contact-centre service supporting a newly established public agency. A credible competitor for a future requirement would need to provide Genesys Cloud capability, together with the technical delivery, service management and operational support needed to run a contact centre across UK and international locations. Experience delivering reliable telecommunications or contact-centre services to public-sector organisations would strengthen a bid. Suppliers should also be able to compete through the relevant framework route, understand public-sector service requirements and demonstrate sufficient capacity to support additional usage during the service term.

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Notice Information

Notice Title

Provision of Genesys Cloud Contact Centre

Notice Description

Provision of the Genesys Cloud Contact Centre to support the newly created Fair Work Agency. This contract was procured through RM6116. The committed first year spend is PS133,386.67 (ex VAT). The first year of the contract formally begins once the system is live. The contract value is set to cover any additional spend that may be required through the service in the first year, as well as the potential spend for the second optional year of the contract.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6ac289ac-95e0-4e80-be51-43e4f7b672ce
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

64 - Postal and telecommunications services

CPV Codes

64220000 - Telecommunication services except telephone and data transmission services

Notice Value(s)

Tender Value
£322,687 £100K-£500K
Lots Value
Not specified
Awards Value
£322,687 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
22 Sep 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
26 Aug 20261 months ago
Contract Period
27 Aug 2026 - 1 Sep 2027 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 Business and Trade
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
SW1A 2DY
Postcode Area
South West 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

BT PLC

Further Information

Notice Documents

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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