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Contact Centres and Business Services

Crown Commercial Service

This public procurement record has 13 releases in its history.

AwardUpdate

08 Apr 2025 at 15:25

Award Notice
Award

25 Aug 2021 at 08:17

Award Notice
TenderAmendment

16 Apr 2021 at 14:26

Tender Notice
TenderAmendment

16 Apr 2021 at 14:24

Tender Notice
TenderAmendment

13 Apr 2021 at 11:54

Tender Notice
TenderAmendment

07 Apr 2021 at 14:58

Tender Notice
TenderAmendment

07 Apr 2021 at 14:43

Tender Notice
TenderAmendment

07 Apr 2021 at 14:41

Tender Notice
TenderAmendment

07 Apr 2021 at 14:39

Tender Notice
TenderAmendment

07 Apr 2021 at 14:37

Tender Notice
TenderAmendment

07 Apr 2021 at 12:09

Tender Notice
TenderAmendment

07 Apr 2021 at 12:08

Tender Notice
Tender

06 Apr 2021 at 16:20

Tender Notice
Summary of the contracting process

The Crown Commercial Service (CCS) has initiated a framework agreement titled "Contact Centres and Business Services" for outsourced contact centre services, shared services, and operational business process services. This framework, valued at £3,500,000,000, will be utilised by UK Central Government and broader public sector organisations including NHS bodies, local authorities, and police services, among others. The framework is divided into two lots: Lot 1 for contact centres managing citizen and industry interactions, and Lot 2 for business services such as financial accounting, HR, payroll, and procurement. The procurement process follows an open procedure above the threshold, and key dates include a tender end date of 10th May 2021 and a contract period from 10th August 2021 to 9th February 2026, covering various regions within the United Kingdom.

This framework presents significant business growth opportunities for companies specialising in contact centre operations and business services. Suitable for SMEs, it offers a chance to provide services to a wide array of public sector bodies. Companies with expertise in financial management, HR, payroll, and contact centre solutions would find this tender well-aligned with their capabilities. The presence of established suppliers such as NCO EUROPE LIMITED, TELEPERFORMANCE LIMITED, and Capita Business Services Ltd further highlights the competitive potential and scope within these industry categories for expanding business portfolios and securing government contracts.

How relevant is this notice?

Notice Information

Notice Title

Contact Centres and Business Services

Notice Description

Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies. The framework has 2 lots: Lot 1 Contact Centres - for the provision of contact centres servicing citizen and industry engagement with the public sector. Lot 2 Business Services - for the provision of financial accounting, HR, payroll, and source-to-pay business services. Additional information: A modification notice has been published to advise that this framework will be extended by a total of 6 months. The end date is 9 February 2026. There will be no adjustment to price.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

75 - Administration, defence and social security services

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

CPV Codes

48400000 - Business transaction and personal business software package

75100000 - Administration services

79200000 - Accounting, auditing and fiscal services

79340000 - Advertising and marketing services

79400000 - Business and management consultancy and related services

79500000 - Office-support services

79600000 - Recruitment services

79990000 - Miscellaneous business-related services

Notice Value(s)

Tender Value
£3,500,000,000 £1B-£10B
Lots Value
Not specified
Awards Value
£3,500,000,000 £1B-£10B
Contracts Value
Not specified

Notice Dates

Publication Date
8 Apr 20251 years ago
Submission Deadline
10 May 2021Expired
Future Notice Date
Not specified
Award Date
30 Jul 20215 years ago
Contract Period
10 Aug 2021 - 9 Feb 2026 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
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
Postcode Area
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
Not specified
Local Authority
Liverpool
Electoral Ward
City Centre North
Westminster Constituency
Liverpool Riverside

Supplier Information

Number of Suppliers
18
Supplier Names

NCO Europe Limited

GO-CENTRIC LIMITED

Teleperformance Limited

Ventrica Limited

Hinduja Global Solutions UK Limited

Arvato Limited

Foundever GB Ltd

Shared Services Connected Limited

TTEC (UK) Solutions Limited

Capita Business Services Ltd

Serco Limited

G4S Facilities Management (UK) Limited

Charles Novacroft Direct Limited

The Contact Company Ltd

ResQ Limited

Accenture (UK) Limited

Liberata UK Limited

NHS Shared Business Services

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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