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Contact Centres and Business Services

The Minister for the Cabinet Office acting through Crown Commercial Service

This public procurement record has 4 releases in its history.

AwardUpdate

08 Apr 2025 at 15:23

Award Notice
Award

23 Aug 2021 at 22:45

Award Notice
Tender

27 Jul 2021 at 18:14

Tender Notice
TenderUpdate

04 Apr 2021 at 22:56

Tender Notice
Summary of the contracting process

The Minister for the Cabinet Office, acting through Crown Commercial Service (CCS), has awarded a contract for "Contact Centres and Business Services" under the framework agreement RM6181. The contract, with an estimated value of £3.5 billion, involves the provision of outsourced contact centre services, shared services, and operational business process services. The awarded suppliers will engage with UK Central Government and broader public sector bodies, including NHS organisations, local authorities, and charities. The contract is signed on 10th August 2021, and runs for a duration of 1440 days, ending on 9th February 2026 due to a six-month extension. Two lots are included: Lot 1 for Contact Centres and Lot 2 for Business Services, with delivery addresses across the UK.

This tender offers substantial business growth opportunities for companies specialising in administration services, financial accounting, HR, payroll, and procurement services. Well-suited businesses include those with robust cyber security measures in place, especially compliant with Cyber Essentials Plus, given the framework’s stringent requirements for handling personal or sensitive data in ICT projects. Suppliers may benefit from catering to both citizen and industry engagement through contact centres and providing essential business services within the stipulated framework, thereby ensuring steady revenue streams. Companies with experience in providing government services, customer care, and operational support at a large scale will be particularly competitive in bidding for this contract.

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.

Lot Information

Contact Centres

Lot 1 Contact Centres was for the provision of contact centres servicing citizen and industry engagement with the public sector. The full scope of Lot 1 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.

Business Services

Lot 2 Business Services was for the provision of financial accounting, HR, payroll, and source-to-pay business services. The full scope of Lot 2 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.

All Lots

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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02a266
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/013734-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
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

48450000 - Time accounting or human resources software package

48451000 - Enterprise resource planning software package

48480000 - Sales, marketing and business intelligence software package

75100000 - Administration services

75112000 - Administrative services for business operations

75130000 - Supporting services for the government

75131100 - General personnel services for the government

79200000 - Accounting, auditing and fiscal services

79210000 - Accounting and auditing services

79211000 - Accounting services

79211100 - Bookkeeping services

79211110 - Payroll management services

79211120 - Sales and purchases recording services

79211200 - Compilation of financial statements services

79212500 - Accounting review services

79340000 - Advertising and marketing services

79341000 - Advertising services

79341100 - Advertising consultancy services

79341400 - Advertising campaign services

79342000 - Marketing services

79342100 - Direct marketing services

79342200 - Promotional services

79342300 - Customer services

79342310 - Customer survey services

79342311 - Customer satisfaction survey

79342320 - Customer-care services

79400000 - Business and management consultancy and related services

79414000 - Human resources management consultancy services

79418000 - Procurement consultancy services

79500000 - Office-support services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

79520000 - Reprographic services

79530000 - Translation services

79540000 - Interpretation services

79550000 - Typing, word-processing and desktop publishing services

79560000 - Filing services

79570000 - Mailing-list compilation and mailing services

79600000 - Recruitment services

79610000 - Placement services of personnel

79630000 - Personnel services except placement and supply services

79631000 - Personnel and payroll services

79635000 - Assessment centre services for recruitment

79990000 - Miscellaneous business-related services

79994000 - Contract administration services

79995000 - Library management services

79996000 - Business organisation services

79996100 - Records management

79997000 - Business travel services

79999000 - Scanning and invoicing services

79999100 - Scanning services

79999200 - Invoicing services

Notice Value(s)

Tender Value
£3,500,000,000 £1B-£10B
Lots Value
£3,500,000,000 £1B-£10B
Awards Value
Not specified
Contracts Value
£7,000,000,000 £1B-£10B

Notice Dates

Publication Date
8 Apr 20251 years ago
Submission Deadline
4 May 2021Expired
Future Notice Date
Not specified
Award Date
10 Aug 20215 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Minister for the Cabinet Office acting through 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
20
Supplier Names

Accenture (UK) Limited

Arvato Limited

Capita Business Services Ltd

Charles Novacroft Direct Limited

Full list of successful suppliers is available on Contracts Finder

G4S Facilities Management (UK) Limited

Hinduja Global Solutions UK Ltd (HGS UK Ltd)

Liberata UK Limited

NCO Europe Limited

NHS Shared Business Services Limited

ResQ Limited

Serco Limited

Shared Services Connected Limited

Sitel UK Limited

TTEC (UK) Solutions Limited

Teleperformance Ltd

The Contact Company Ltd

The Minister for the Cabinet Office acting through Crown Commercial Service (CCS)

Ventrica Ltd

go-centric Limited

Further Information

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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