Award

Companies House Contact Centre

COMPANIES HOUSE : DEPARTMENT FOR BUSINESS ENERGY & INDUSTRIAL STRATEGY

This public procurement record has 1 release in its history.

Award

28 Jun 2019 at 17:18

Award Notice
Summary of the contracting process

The procurement process titled "Companies House Contact Centre" was initiated by the Companies House under the Department for Business Energy & Industrial Strategy. This tender falls within the services industry, specifically categorised as a call centre, and is situated in Wales, United Kingdom. The procurement method employed was selective, involving a call-off from a framework agreement. The main contract covers a value of £6,900,000, with the contract period established from 1st November 2019 to 31st October 2022. The tender period concluded on 6th March 2019.

This tender presents a significant opportunity for business growth, particularly for small and medium-sized enterprises (SMEs) that offer services related to call centre operations, including telephony solutions and customer support. Companies that specialise in staff recruitment, training, and digital channel transitions may also find this tender advantageous, as it requires comprehensive service delivery, including inbound contact and quality assurance processes. The ability to manage Welsh language interactions is an additional requirement that may open doors for local businesses proficient in both English and Welsh.

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

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Companies House Contact Centre

Notice Description

Please note that this transparency notice is for information purposes only. 5.1 The list of 'in scope' products and services the Supplier shall provide are as follows: 5.1.1 Inbound contact (including the ability to manage all interactions through the medium of Welsh at all times); 5.1.2 Staff recruitment, training (supplemented by specific training by the Customer as required) and quality assurance, which will be audited quarterly; 5.1.3 Reporting and analytics; 5.1.4 Telephony Platform (Cloud Based); 5.1.5 Computer Telephony Interface (CTI) and Automatic Call Distributor (ACD) solution; 5.1.6 Voice Circuits (SIP Channels); 5.1.7 Email Handling System 5.1.8 Other supporting infrastructure for operation of Contact Centre; 5.1.9 Recommendations for transitioning to digital channels, predicated on key drivers in; and 5.1.10 Periodic ad-hoc requests.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-45293176-5d90-44ba-a395-d8a86a504e15
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f77064b9-d6d9-434c-8e90-e62d3e4ce288
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
£3,391,466 £1M-£10M
Lots Value
Not specified
Awards Value
£6,900,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jun 20196 years ago
Submission Deadline
6 Mar 2019Expired
Future Notice Date
Not specified
Award Date
9 May 20196 years ago
Contract Period
1 Nov 2019 - 31 Oct 2022 3-4 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
COMPANIES HOUSE : DEPARTMENT FOR BUSINESS ENERGY & INDUSTRIAL STRATEGY
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
TLL Wales
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-b5fd17-45293176-5d90-44ba-a395-d8a86a504e15-2019-06-28T18:18:12+01:00",
    "date": "2019-06-28T18:18:12+01:00",
    "ocid": "ocds-b5fd17-45293176-5d90-44ba-a395-d8a86a504e15",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "CCCS18A15.",
        "title": "Companies House Contact Centre",
        "description": "Please note that this transparency notice is for information purposes only. 5.1 The list of 'in scope' products and services the Supplier shall provide are as follows: 5.1.1 Inbound contact (including the ability to manage all interactions through the medium of Welsh at all times); 5.1.2 Staff recruitment, training (supplemented by specific training by the Customer as required) and quality assurance, which will be audited quarterly; 5.1.3 Reporting and analytics; 5.1.4 Telephony Platform (Cloud Based); 5.1.5 Computer Telephony Interface (CTI) and Automatic Call Distributor (ACD) solution; 5.1.6 Voice Circuits (SIP Channels); 5.1.7 Email Handling System 5.1.8 Other supporting infrastructure for operation of Contact Centre; 5.1.9 Recommendations for transitioning to digital channels, predicated on key drivers in; and 5.1.10 Periodic ad-hoc requests.",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79512000",
            "description": "Call centre"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "Wales",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 3391466,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a framework agreement",
        "tenderPeriod": {
            "endDate": "2019-03-06T23:59:59Z"
        },
        "contractPeriod": {
            "startDate": "2019-11-01T00:00:00Z",
            "endDate": "2022-10-31T23:59:59Z"
        },
        "suitability": {
            "sme": true,
            "vcse": false
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-CFS-119471",
            "name": "Companies House : Department for Business Energy & Industrial Strategy",
            "identifier": {
                "legalName": "Companies House : Department for Business Energy & Industrial Strategy"
            },
            "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 Companies House : Department for Business Energy & Industrial Strategy",
                "email": "supplier@crowncommercial.gov.uk",
                "telephone": "3450103503"
            },
            "details": {
                "url": "https://www.gov.uk/government/organisations/crown-commercial-service"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-CFS-119472",
            "name": "SERCO LIMITED",
            "identifier": {
                "legalName": "SERCO LIMITED"
            },
            "address": {
                "streetAddress": "Serco House, 16 Bartley Wood Business Park, Bartley Way RG27 9UY Hook England"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-119471",
        "name": "Companies House : Department for Business Energy & Industrial Strategy"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-45293176-5d90-44ba-a395-d8a86a504e15-1",
            "status": "active",
            "date": "2019-05-10T00:00:00+01:00",
            "datePublished": "2019-06-28T18:18:12+01:00",
            "value": {
                "amount": 6900000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-CFS-119472",
                    "name": "SERCO LIMITED"
                }
            ],
            "contractPeriod": {
                "startDate": "2019-11-01T00:00:00Z",
                "endDate": "2022-10-31T23:59:59Z"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/f77064b9-d6d9-434c-8e90-e62d3e4ce288",
                    "datePublished": "2019-06-28T18:18:12+01:00",
                    "format": "text/html",
                    "language": "en"
                },
                {
                    "id": "2",
                    "documentType": "contractSigned",
                    "description": "Redacted Contract",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/da585812-e6d5-41b0-a322-15b8296429c8",
                    "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document"
                }
            ]
        }
    ]
}