Award

Contract award for the Provision of a Customer Service Centre Service for Hertfordshire County Council

HERTFORDSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

27 Oct 2023 at 15:05

Award Notice
Summary of the contracting process

The Hertfordshire County Council has awarded a contract to Serco Limited for the Provision of a Customer Service Centre Service. This contract, valued at £26,196,645, is part of the CCS Framework RM6181 for Outsourced Contact Centre and Business Services in the Call centre industry category. The contract period starts on April 1, 2024, with an initial call-off period of 4 years extendable for two periods of up to 12 months each. The procurement method used was selective, involving a call-off from a framework agreement. The tender period ended on August 14, 2023.

This contract with Hertfordshire County Council can create business growth opportunities, especially for firms providing Contact Centre services. The contract is suitable for SMEs and offers a substantial value of £26,196,645. Businesses interested in providing customer service solutions in the East of England region should consider engaging with Hertfordshire County Council. The procurement process has reached the award stage, and interested parties can explore collaboration opportunities with Serco Limited, the awarded supplier.

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Notice Information

Notice Title

Contract award for the Provision of a Customer Service Centre Service for Hertfordshire County Council

Notice Description

Awarded Contract - the contract has been awarded to Serco Limited Hertfordshire County Council has awarded a contract using CCS Framework RM6181 for the Provision of Outsourced Contact Centre and Business Services, Lot 1 Contact Centres. The initial call-off period will be for 4 years with the option to extend for two periods of up to 12 months each. The contract value range stated above in Section 1 allows for the two x 12 month extension periods.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/db6fc5e0-5c02-4f3a-a27e-fc8da2ed8b0b
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

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£26,196,645 £10M-£100M
Lots Value
Not specified
Awards Value
£17,826,556 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
27 Oct 20232 years ago
Submission Deadline
14 Aug 2023Expired
Future Notice Date
Not specified
Award Date
8 Oct 20232 years ago
Contract Period
31 Mar 2024 - 31 Mar 2028 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
HERTFORDSHIRE COUNTY COUNCIL
Contact Name
Not specified
Contact Email
strategic.procurement@hertfordshire.gov.uk
Contact Phone
01992 555121 ext 25121

Buyer Location

Locality
HERTFORD
Postcode
SG13 8DQ
Post Town
Stevenage
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH2 Bedfordshire and Hertfordshire
Small Region (ITL 3)
TLH26 North and East Hertfordshire
Delivery Location
Not specified
Local Authority
East Hertfordshire
Electoral Ward
Hertford Castle
Westminster Constituency
Hertford and Stortford

Supplier Information

Number of Suppliers
1
Supplier Name

SERCO

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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