Award

Customer Engagement Centre

DEPARTMENT FOR EDUCATION

This public procurement record has 1 release in its history.

Award

11 Mar 2021 at 15:10

Award Notice
Summary of the contracting process

The Department for Education, through the Education and Skills Funding Agency (ESFA), has awarded a contract for the "Customer Engagement Centre" service to ARVATO LIMITED. This contract, valued at £37,639,285, is categorised under public relations services and will span from 2nd August 2021 to 1st August 2026. The procurement method utilised was selective, specifically a call-off from a framework agreement, with the tender process having concluded by 9th October 2020. The service aims to deliver a digital-first, Omni-Channel customer engagement model tailored to user needs, enhancing operational efficiency while integrating modern technologies throughout the United Kingdom.

This awarded contract presents significant opportunities for businesses looking to expand their services within the public sector, particularly those specialising in customer engagement and digital solutions. Companies that excel in providing responsive, agile services and those capable of innovative technology applications would be well-positioned to compete for similar future tenders. Given the scale of this contract, larger enterprises with a track record of strategic partnerships in the public sector may find it advantageous to pursue opportunities in related categories

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Notice Information

Notice Title

Customer Engagement Centre

Notice Description

The Department for Education (DfE) acting through the Education and Skills Funding Agency (ESFA) has awarded a single supplier contract to deliver the Customer Engagement Centre Service (CEC). The service shall provide a digital-first, Omni-Channel model designed around User needs, delivered through a responsive, agile and flexible CEC Supplier. The service shall provide consolidated customer interactions, develop a common approach to customer experience and streamline delivery making best use of modern technologies while capitalising on development within the industry. The service provider will act as a 'Strategic Partner' to the Department, operating dynamically for the duration of the Call Off Contract Period, working collaboratively to deliver on changing operational objectives and strategic priorities.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4
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
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79416000 - Public relations services

Notice Value(s)

Tender Value
£37,639,285 £10M-£100M
Lots Value
Not specified
Awards Value
£37,639,285 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
11 Mar 20214 years ago
Submission Deadline
9 Oct 2020Expired
Future Notice Date
Not specified
Award Date
11 Feb 20215 years ago
Contract Period
1 Aug 2021 - 1 Aug 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
DEPARTMENT FOR EDUCATION
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
COVENTRY
Postcode
CV1 2WT
Post Town
Coventry
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG33 Coventry
Delivery Location
Not specified
Local Authority
Coventry
Electoral Ward
St Michael's
Westminster Constituency
Coventry South

Supplier Information

Number of Suppliers
1
Supplier Name

ARVATO

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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