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Customer Engagement Centre Modification Notice

DEPARTMENT FOR EDUCATION

This public procurement record has 1 release in its history.

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06 Jan 2026 at 12:21

Award Notice
Summary of the contracting process

The procurement process involves the Department for Education, acting through the Education and Skills Funding Agency, and concerns the modification of an existing contract for the Customer Engagement Centre Service. This contract modification notice, titled "Customer Engagement Centre Modification Notice," pertains to shared-business telephone network services and is classified under the CPV code 64213000. The contract aims to extend the duration by an additional 24 months, leveraging Public Sector Regulations 72 for modification without altering the contract's scope. The procurement method is selective, conducted as a call-off from a framework agreement. The awarded contract, valued at £58,323,349.75, will continue its service delivery across multiple regions, including the United Kingdom and overseas territories, from 17th August 2026 to 16th August 2028.

This tender presents opportunities for large-scale businesses with the capability to act as strategic partners in delivering agile, omni-channel customer engagement solutions. The initiative focuses on leveraging modern technologies to enhance customer interaction and experience, creating avenues for companies with extensive experience in digital transformation and shared-business network services. Businesses equipped with technological innovation and a focus on scalable customer service solutions will find this extension contract particularly aligned with their growth strategies. Additionally, the long-term partnership approach offers a stable business opportunity for providers within this sector.

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Notice Information

Notice Title

Customer Engagement Centre Modification Notice

Notice Description

Continuation of the contract through utilisation of the provisioned optional contract extension. This is a contract modification notice of the original contract https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4 Original contract description: The Department for Education (DfE) acting through the Education and Skills Funding Agency (ESFA) has awarded a single supplier contract to deliver the Customer Engagement Centre Service (CEC). The service shall provide a digital-first, Omni-Channel model designed around User needs, delivered through a responsive, agile and flexible CEC Supplier. The service shall provide consolidated customer interactions, develop a common approach to customer experience and streamline delivery making best use of modern technologies while capitalising on development within the industry. The service provider will act as a 'Strategic Partner' to the Department, operating dynamically for the duration of the Call Off Contract Period, working collaboratively to deliver on changing operational objectives and strategic priorities. Additional information: We are asking for a time extension of 24 months, and to exercise the full contract spend, under Public Sector Regulations 72, which states: 72.(1) Contracts and framework agreements may be modified without a new procurement procedure in accordance with this Part in any of the following cases: (a)where the modifications, irrespective of their monetary value, have been provided for in the initial procurement documents in clear, precise and unequivocal review clauses, which may include price revision clauses or options, provided that such clauses- Extension provisions were built into this contract (i)state the scope and nature of possible modifications or options as well as the conditions under which they may be used, and (ii)do not provide for modifications or options that would alter the overall nature of the contract or the framework agreement; THERE WILL BE NO CHANGE OF SCOPE TO THE ORIGINAL CONTRACT AND ALL ORIGINAL TERMS AND CONDITIONS WILL REMAIN THE SAME.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0b9a332c-0000-4ac5-9dec-f8541d6828e2
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

64 - Postal and telecommunications services

CPV Codes

64213000 - Shared-business telephone network services

Notice Value(s)

Tender Value
£58,323,349 £10M-£100M
Lots Value
Not specified
Awards Value
£58,323,349 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
6 Jan 20261 months ago
Submission Deadline
19 Dec 2025Expired
Future Notice Date
Not specified
Award Date
19 Dec 20252 months ago
Contract Period
16 Aug 2026 - 16 Aug 2028 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
DEPARTMENT FOR EDUCATION
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SOUTH COVENTRY ENGLAND
Postcode
CV1 2WT
Post Town
Coventry
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG33 Coventry
Delivery Location
Not specified
Local Authority
Coventry
Electoral Ward
St Michael's
Westminster Constituency
Coventry South

Supplier Information

Number of Suppliers
1
Supplier Name

ARVATO

Further Information

Open Contracting Data Standard (OCDS)

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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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