Audience Services

{
    "tag": [
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    "id": "ocds-h6vhtk-04453f-2025-05-06T14:53:49+01:00",
    "date": "2025-05-06T14:53:49+01:00",
    "ocid": "ocds-h6vhtk-04453f",
    "description": "In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.",
    "initiationType": "tender",
    "tender": {
        "id": "PROC 2024 01 JP",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "Audience Services",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79342300",
            "description": "Customer services"
        },
        "mainProcurementCategory": "services",
        "description": "The BBC has procured customer management services to support a broad range of services including: * Handling editorial and non-editorial complaints * Responding to enquiries * Managing comments & appreciations * Technical support for iPlayer, Sounds, BBC Account * Reception Advice * BBC Action Lines * BBC Charitable Appeals & Donations collections (Lifeline & Radio 4) * Artist mail * Ticketing for BBC shows * 'Take Part' in a show * BBC Switchboard The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.",
        "value": {
            "amount": 47920000,
            "currency": "GBP"
        },
        "lots": [
            {
                "id": "1",
                "description": "The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. Examples of potential use cases already identified include: * Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses * Drawing from our Knowledge database to draft responses for agents to review * Increasing audience self-service via dynamic FAQ surfaced using Chatbot We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.",
                "contractPeriod": {
                    "durationInDays": 1800
                },
                "hasRenewal": false,
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": true,
                "options": {
                    "description": "The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC's discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract."
                },
                "status": "cancelled",
                "awardCriteria": {
                    "criteria": [
                        {
                            "name": "Merit Score",
                            "type": "quality",
                            "description": "55"
                        },
                        {
                            "name": "Whole Life Cost Score",
                            "type": "cost",
                            "description": "45"
                        }
                    ]
                }
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        ],
        "items": [
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                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "22459000",
                        "description": "Tickets"
                    },
                    {
                        "scheme": "CPV",
                        "id": "64214200",
                        "description": "Telephone switchboard services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK"
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                "relatedLot": "1"
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        "submissionMethod": [
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        ],
        "submissionMethodDetails": "http://www.bbc.co.uk/supplying/",
        "selectionCriteria": {
            "criteria": [
                {
                    "type": "suitability",
                    "description": "Where there is more than one economic operator, the BBC reserves the right to require a grouping of economic operators to take a particular legal form or to require a single economic operator to take primary liability or to require that each party undertakes joint and several liability. Please register your interest in this project by taking the following steps: 1 - Register your company on the Jaggaer eSourcing portal (this is only required once): 1.1 Go to https://bbc.bravosolution.co.uk 1.2 - Click the link on the login page to register. 1.3 Accept the terms and conditions and click 'Continue'. 1.4 - Enter your correct business and user details. 1.5 - Note the username you chose and click 'Save' when complete. 1.6 - You will shortly receive an email with your temporary password. 2 - Express an interest in the tender: 2.1 - Login to the portal with the username/password. 2.2 - Click the 'PQQs/ITTs Open to all Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier). 2.3 - Click on the relevant PQQ/ITT to access the content. 2.4 - Click the 'Express Interest' button at the top of the page. This will move the PQQ/ITT into your 'My PQQs/My ITTs page. (This is a secure area reserved for your projects only. 2.5 - You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ITT Details' box. 3. Responding to the tender: 3.1 - Click 'My Response' under PQQ/ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining). 3.2 - You can now use the 'Messages' function to communicate with the buyer and seek any clarification. 3.3 - Note the deadline for completion, and then follow the onscreen instructions to complete the PQQ/ITT. There may be a mixture of online and offline actions for you to perform (there is detailed online help available). 3.4 You must then submit your reply using the 'Submit Response' button at the top of the page. If you require any further assistance, please consult the online help, or contact the Jaggaer eSourcing help desk.",
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        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive procedure with negotiation",
        "coveredBy": [
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        "tenderPeriod": {
            "endDate": "2024-04-03T13:00:00+01:00"
        },
        "secondStage": {
            "invitationDate": "2024-05-30T00:00:00+01:00"
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        "submissionTerms": {
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            "bidValidityPeriod": {
                "durationInDays": 120
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        "hasRecurrence": false,
        "contractTerms": {
            "hasElectronicOrdering": true,
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        },
        "reviewDetails": "As stated in the Public Contracts Regulations 2015. The applicable review time limits shall be as stated in Regulations 92 and 93 Public Contracts Regulations 2015."
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            "id": "GB-FTS-3323",
            "name": "The British Broadcasting Corporation (BBC)",
            "identifier": {
                "legalName": "The British Broadcasting Corporation (BBC)"
            },
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                "streetAddress": "Broadcasting House, Portland Place",
                "locality": "London",
                "region": "UK",
                "postalCode": "W1A 1AA",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Jonathan Palfreeman",
                "telephone": "+44 1234567890",
                "email": "jonathan.palfreeman@bbc.co.uk",
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                "url": "https://bbc.bravosolution.co.uk/"
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            "identifier": {
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            "name": "Serco Limited",
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                "region": "UK",
                "countryName": "United Kingdom"
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        "name": "The British Broadcasting Corporation (BBC)"
    },
    "language": "en",
    "awards": [
        {
            "id": "019138-2025-1",
            "relatedLots": [
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            ],
            "title": "Audience Services",
            "status": "active",
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            "awardID": "019138-2025-1",
            "title": "Audience Services",
            "status": "active",
            "value": {
                "amount": 40600000,
                "currency": "GBP"
            },
            "dateSigned": "2025-04-08T00:00:00+01:00"
        }
    ],
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}