Award

Contact Centre as a Service

MONEY AND PENSIONS SERVICE

This public procurement record has 1 release in its history.

Award

04 Nov 2025 at 09:26

Award Notice
Summary of the contracting process

The public procurement process for the "Contact Centre as a Service" contract has been concluded by the Money and Pensions Service (MaPS), a UK-based buying organisation. The procurement sought to enhance customer engagement through a comprehensive contact management solution. The buyer leveraged a call-off from a framework agreement, employing a selective procurement method for this award. The contract, valued at £9,187,844, covers a period from 24th October 2025 to 23rd October 2027. The industry category falls under contact management software, with a specific focus on the South East region of the United Kingdom. The procurement stage is marked as complete with a formal award notice dated 16th October 2025, emphasising the strategic alignment with MaPS's objectives.

This contract offers substantial opportunities for businesses specialising in contact management solutions, cloud-based communication services, and integrated software solutions. Small and medium enterprises (SMEs), particularly those with expertise in managing multi-channel customer engagement platforms like phone, webchat, and social media, would find this contract pertinent to their growth. The awarded supplier, Kerv Digital Limited, exemplifies the kind of organisation well-suited for such an opportunity, given its status as an SME with the capacity to deliver both national and international communication services. Businesses with a focus on innovative software integrations and telecommunications service support stand to gain significantly through similar future contracts.

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Notice Information

Notice Title

Contact Centre as a Service

Notice Description

This contract will ensure the continuation of the contact centre as a service to support MaPS in achieving its strategic objectives, particularly customer engagement. It enables MaPS to centrally manage phone, webchat, email and social media, including product updates, reducing the need to manage various software solutions individually. The core elements of the contract include the ability to procure licences for Genesys and its associated App Foundry Integrations, national and international outbound calls both on mobile and landline, SMS and WhatsApp, SIP service and support.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c146e70b-0de7-438c-a032-5caf41b41417
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48333000 - Contact management software package

Notice Value(s)

Tender Value
£9,187,844 £1M-£10M
Lots Value
Not specified
Awards Value
£9,187,844 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
4 Nov 20253 months ago
Submission Deadline
19 Jun 2025Expired
Future Notice Date
Not specified
Award Date
15 Oct 20254 months ago
Contract Period
23 Oct 2025 - 23 Oct 2027 1-2 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
MONEY AND PENSIONS 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
BEDFORD
Postcode
EC1N 2TD
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
TLJ South East (England)
Local Authority
Camden
Electoral Ward
Holborn & Covent Garden
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
1
Supplier Name

KERV DIGITAL

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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