Award

Contact Centre Services

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Award

05 Mar 2021 at 09:43

Award Notice
Summary of the contracting process

The Department for Work and Pensions is seeking suppliers for a contract titled "Contact Centre Services" within the administration services industry. This contract, which is part of a Government initiative for automatic enrolment into pension schemes, aims to provide support primarily through a contact centre handling employer inquiries. The procurement process was completed with the award date noted as 25th February 2021, with a contract value of £4,912,537.50. The contract period runs from 1st March 2021 to 29th February 2024, and the tender process was carried out through a selective method, with applications closing on 4th December 2020.

This tender presents a significant opportunity for businesses specialising in contact centre operations and administrative services to expand their portfolio by providing essential support to a large government initiative. Ideal candidates for participation in this contract would include established service providers capable of managing high volumes of inquiries from employers and other stakeholders regarding pension compliance. With the scope for ongoing engagement over the three-year contract duration, businesses that can demonstrate their capability and reliability will have an advantageous position in this competitive environment.

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Notice Information

Notice Title

Contact Centre Services

Notice Description

Automatic enrolment is a Government initiative to help more people save for later life through a pension scheme at work. In the past, many workers missed out on valuable pension benefits, because their employer didn't offer them a pension, or they didn't apply to join their company's pension scheme. TPR is responsible for maximizing employer compliance with their automatic enrolment duties. If employers fail to comply, it has various powers available to it, such as (by way of example) issuing a compliance notice or penalty (fine). Employers can ask for a review of these notices. For this contract, the supplier will be operating a Contact Centre which will primarily deal with enquiries, a majority of these will be received by telephone and are basic enquiries. Enquiries will be principally from employers (large, medium and small businesses) and range from asking general advice about how to comply with AE duties, to more complex enquiries about specific areas of the AE legislation, or enforcement action being taken where an employer has not complied with their duties. Employer representatives such as accountants and IFAs may also call on an employer's behalf.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ffe7f44a-5c38-4c36-aa63-81b3fc4ba64c
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

75 - Administration, defence and social security services

CPV Codes

75100000 - Administration services

Notice Value(s)

Tender Value
£1,637,512 £1M-£10M
Lots Value
Not specified
Awards Value
£4,912,537 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
5 Mar 20214 years ago
Submission Deadline
4 Dec 2020Expired
Future Notice Date
Not specified
Award Date
25 Feb 20215 years ago
Contract Period
1 Mar 2021 - 29 Feb 2024 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
DEPARTMENT FOR WORK AND PENSIONS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRIGHTON
Postcode
BN1 4DW
Post Town
Brighton
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ2 Surrey, East and West Sussex
Small Region (ITL 3)
TLJ21 Brighton and Hove
Delivery Location
Not specified
Local Authority
Brighton and Hove
Electoral Ward
West Hill & North Laine
Westminster Constituency
Brighton Pavilion

Supplier Information

Number of Suppliers
1
Supplier Name

HINDUJA GLOBAL SOLUTIONS

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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