Award

Provision of an Outsourced Contact Centre and Business Services

CROWN COMMERCIAL SERVICE

This public procurement record has 1 release in its history.

Award

09 Mar 2026 at 13:40

Award Notice
Summary of the contracting process

The Crown Commercial Service has awarded a contract for the provision of an outsourced contact centre and business services on behalf of the Home Office. This tender falls under the information technology services industry category, with a classification ID of 72222300, and it is valued at £73,910,000. The procurement method is selective, specifically a call-off from a framework agreement. The contract commenced on 2nd February 2026 and will continue until 1st February 2028. It covers diverse regions across the United Kingdom, including North East, North West, London, and others. The award was actively announced on 9th March 2026, following its achievement on 9th February 2026.

This tender represents a significant opportunity for large businesses specialising in customer contact services across telephony, webchat, and email. The awarded supplier, SERCO LIMITED, is a large-scale operation, indicating the suitability for similar-sized enterprises to engage in competitive offerings within this field. Although there are no specific suitability provisions for SMEs or VCSE organisations, businesses capable of fulfilling large-scale service requirements would benefit from exploring similar frameworks and tender opportunities. By fulfilling the criteria laid out by the Crown Commercial Service, organisations can leverage such contracts to expand their operational footprint and access new markets within the UK.

Find more tenders on our Open Data Platform.
How relevant is this notice?

Notice Information

Notice Title

Provision of an Outsourced Contact Centre and Business Services

Notice Description

This contract will provide customer contact services to a range of Home Office Customers. These services will include, but are not limited to telephony, webchat, email. HM Passport Office, Visa Status & Information (VSI) and Ministry of Defence (MOJ) are

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/abd7ba2e-d1fb-415d-b86a-3bf6a8646b59
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

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

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£73,910,000 £10M-£100M
Lots Value
Not specified
Awards Value
£73,910,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
9 Mar 20265 days ago
Submission Deadline
19 Feb 2025Expired
Future Notice Date
Not specified
Award Date
9 Feb 20261 months ago
Contract Period
2 Feb 2026 - 1 Feb 2028 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
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
Post Town
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
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England)
Local Authority
Liverpool
Electoral Ward
City Centre North
Westminster Constituency
Liverpool Riverside

Supplier Information

Number of Suppliers
1
Supplier Name

SERCO

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed-2026-03-09T13:40:48Z",
    "date": "2026-03-09T13:40:48Z",
    "ocid": "ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "CCIT24A35.",
        "title": "Provision of an Outsourced Contact Centre and Business Services",
        "description": "This contract will provide customer contact services to a range of Home Office Customers. These services will include, but are not limited to telephony, webchat, email. HM Passport Office, Visa Status & Information (VSI) and Ministry of Defence (MOJ) are",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "72222300",
            "description": "Information technology services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "North East",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "North West",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "Yorkshire and the Humber",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "East Midlands",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "West Midlands",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "East of England",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "London",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "South East",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "South West",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 73910000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a framework agreement",
        "tenderPeriod": {
            "endDate": "2025-02-19T00:00:00Z"
        },
        "contractPeriod": {
            "startDate": "2026-02-02T00:00:00Z",
            "endDate": "2028-02-01T23:59:59Z"
        },
        "suitability": {
            "sme": false,
            "vcse": false
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-SRS-supplierregistration.cabinetoffice.gov.uk/6sQD8uds",
            "name": "Crown Commercial Service",
            "identifier": {
                "legalName": "Crown Commercial Service",
                "scheme": "GB-SRS",
                "id": "supplierregistration.cabinetoffice.gov.uk/6sQD8uds"
            },
            "address": {
                "streetAddress": "Floor 9, The Capital Building, Old Hall Street",
                "locality": "Liverpool",
                "postalCode": "L3 9PP",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Crown Commercial Service on behalf of Home Office : Home Office",
                "email": "supplier@crowncommercial.gov.uk",
                "telephone": "3450103503"
            },
            "details": {
                "url": "https://www.gov.uk/government/organisations/crown-commercial-service"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-CFS-331999",
            "name": "SERCO LIMITED",
            "identifier": {
                "legalName": "SERCO LIMITED"
            },
            "address": {
                "streetAddress": "Serco House, 16 Bartley Wood Business Park RG27 9UY Bartley Way Hook United Kingdom"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-SRS-supplierregistration.cabinetoffice.gov.uk/6sQD8uds",
        "name": "Crown Commercial Service"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed-1",
            "status": "active",
            "date": "2026-02-09T00:00:00Z",
            "datePublished": "2026-03-09T13:40:48Z",
            "value": {
                "amount": 73910000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-CFS-331999",
                    "name": "SERCO LIMITED"
                }
            ],
            "contractPeriod": {
                "startDate": "2026-02-02T00:00:00Z",
                "endDate": "2028-02-01T23:59:59Z"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/abd7ba2e-d1fb-415d-b86a-3bf6a8646b59",
                    "datePublished": "2026-03-09T13:40:48Z",
                    "format": "text/html",
                    "language": "en"
                },
                {
                    "id": "2",
                    "documentType": "contractSchedule",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/d29a120a-5786-43ca-9c8c-dd7e9a98684a",
                    "format": "application/zip"
                }
            ]
        }
    ]
}