Award

Provision of a Central Telephony Operator Service (CTOPS) for FCDO

FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE

This public procurement record has 2 releases in its history.

AwardUpdate

08 Mar 2021 at 11:03

Award Notice
Award

08 Mar 2021 at 09:36

Award Notice
Summary of the contracting process

The Foreign, Commonwealth and Development Office (FCDO) is conducting a procurement process titled "Provision of a Central Telephony Operator Service (CTOPS)", classified under telephone operator services. This tender, a call-off from the Crown Commercial Service’s RM3185 framework agreement, is currently in the award stage, with the contract period starting from 1st March 2021 and extending until 29th March 2023. The awarded contract has a total value of £3,000,000, with a minimum value of £88,256.58. The procurement method used is selective, and the contract is to service inquiries related to the FCDO's general and legalisation offices, based in London, SW1A 2AH.

This contract presents a significant opportunity for businesses involved in call handling and telephony services. Companies with experience in contact centre operations, particularly those capable of managing peak call volumes during crises, could benefit greatly from this procurement. The scope of work includes general public inquiries and legalisation advice, making this tender particularly suited for larger enterprises or specialised service providers with the capacity to deliver robust customer support solutions.

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Notice Information

Notice Title

Provision of a Central Telephony Operator Service (CTOPS) for FCDO

Notice Description

Called off from Lot 2: Contact Centre Services of Crown Commercial Service's RM3185 Contact Centre Services framework agreement. 24 month contract with 2 x 1 year extension options. FCDO require a Central Telephony Operator Service for the provision of call handling Services for the FCDO "General Enquiries" number and the Legalisation Office "General Enquiries" number. FCDO "General Enquiries": the Supplier will be responsible for answering calls from members of the general public and routing to a named user or department within FCDO. Legalisation Office "General Enquiries": the Supplier will be responsible for answering calls and providing advice on applications, answering general enquiries and assisting with payment queries. The Service will also take into account FCDO's need for additional surge staff to handle increase in-bound telephone calls during crisis periods.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f
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

79511000 - Telephone operator services

Notice Value(s)

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

Notice Dates

Publication Date
8 Mar 20214 years ago
Submission Deadline
4 Dec 2020Expired
Future Notice Date
Not specified
Award Date
1 Mar 20214 years ago
Contract Period
1 Mar 2021 - 29 Mar 2023 2-3 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
FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1A 2AH
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

SITEL

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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