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Outsourced Services

Crown Commercial Service

This public procurement record has 6 releases in its history.

ContractAmendment

09 Sep 2026 at 12:37

UK10 - Contract Change Notice
Award

02 Oct 2025 at 09:56

UK7 - Contract Details Notice
Award

22 Sep 2025 at 14:43

UK6 - Contract Award Notice
TenderUpdate

29 Apr 2025 at 12:13

UK4 - Tender Notice
TenderUpdate

24 Apr 2025 at 14:00

UK4 - Tender Notice
Tender

14 Mar 2025 at 15:42

UK4 - Tender Notice
Summary of the contracting process

Crown Commercial Service has established the Outsourced Services framework for public-sector organisations. It covers two service areas. Citizen Experience provides fully outsourced inbound and outbound contact-centre services, including telephone and agent contact, web chat, social media and online services, plus information and service provision to citizens and industry. Transformation consultancy and optional process administration are also included. Business Services covers outsourced back-office support for human resources, financial administration, payroll and procurement. The services are intended for use across the United Kingdom, Guernsey, the Isle of Man and Jersey, with the awarded arrangements also covering a range of UK overseas territories. This is a services procurement, including contact-centre, telecommunications, payroll, accounting, office-support and related business services.

The procurement is complete and the framework was awarded on 22 September 2025, with contracts signed on 2 October 2025. It used an above-threshold open procedure and a framework allowing call-off contracts with or without reopening competition. Citizen Experience was awarded to Accenture, Arvato, Capita, Clearanswer, Concentrix, DDC Outsourcing, Energy Saving Trust, G4S, Hinduja Global Solutions, Huntswood, Konecta, Maximus, NCO Europe, Charles Novacroft, PwC, Reed in Partnership, Serco, Sigma Connected, Foundever, Tata Consultancy Services and Teleperformance. Business Services was awarded to Accenture, Arvato, Capita, Centric HR, CGI, Liberata, NHS Shared Business Services, PwC, Serco, Sopra Steria, Tata Consultancy Services, Teleperformance and Wipro. Each lot has a gross estimated value of £3 billion (£2.5 billion excluding VAT), runs from 2 October 2025 to 1 October 2029, and carries a 1% charge on call-off charges. Evaluation weighted quality, innovation, transformation, project management, service management, social value and price.

This framework shows strong demand for suppliers able to deliver large-scale outsourced public services through a structured framework route. Credible competitors would need operational capability in high-volume contact centres, inbound and outbound communications, telephone, web chat, social media and online channels, together with service transformation and process administration where relevant. For the back-office requirement, relevant capability includes outsourced HR, payroll, procurement and financial administration, supported by dependable technology, controls and service management. The evaluation placed substantial emphasis on quality, innovation, transformation, project management, managing a quality service and social value, so evidence should demonstrate measurable service improvement as well as delivery capacity. The buyer considered both lots suitable for SMEs and voluntary, community and social enterprises, although the final field was dominated by large suppliers, with six SME final-stage bids for Citizen Experience and two for Business Services.

How relevant is this notice?

Notice Information

Notice Title

Outsourced Services

Notice Description

This framework is for the provision of a range of outsourced business services including contact centres, process administration, HR, Payroll, Procurement and Financial Administration.

Lot Information

Citizen Experience

Provides flexible and scalable fully outsourced contact centre services, inclusive of inbound and outbound contact capabilities for the public sector. You can access services such as: * provision of information, products and services * sending information to other citizens and industry The agreement covers new and innovative ways of accessing contact centre services including, but not limited to: * web chat * social media * online services * voice/agent contact Organisations can also access Transformation Consultancy if they need support with transforming and modernising their interactions with citizens and industry. Transformational Consultancy is only available as part of the service as a whole. There is an optional service of Process Administration.

Business Services

Provides specialist support for the outsourcing of common back office functions including: * Human Resources (HR) * Financial Administration * Payroll * Procurement

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-04ed73
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/085357-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK10 - Contract Change Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

64 - Postal and telecommunications services

79 - Business services: law, marketing, consulting, recruitment, printing and security

98 - Other community, social and personal services

CPV Codes

48490000 - Procurement software package

64000000 - Postal and telecommunications services

64200000 - Telecommunications services

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79210000 - Accounting and auditing services

79211110 - Payroll management services

79500000 - Office-support services

79510000 - Telephone-answering services

79512000 - Call centre

79620000 - Supply services of personnel including temporary staff

98000000 - Other community, social and personal services

Notice Value(s)

Tender Value
£5,000,000,000 £1B-£10B
Lots Value
£5,000,000,000 £1B-£10B
Awards Value
£2,500,000,000 £1B-£10B
Contracts Value
£2,500,000,000 £1B-£10B

Notice Dates

Publication Date
9 Sep 20263 weeks ago
Submission Deadline
30 Apr 2025Expired
Future Notice Date
Not specified
Award Date
22 Sep 20251 years ago
Contract Period
2 Oct 2025 - 1 Oct 2029 4-5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
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
27
Supplier Names

Accenture (UK) Limited

Arvato Limited

Capita Business Services Ltd

CLEARANSWER CALL CENTRES LIMITED

CONCENTRIX TSC UK LTD

DDC Outsourcing Solutions

Energy Saving Trust Ltd

G4S Facilities Management (UK) Limited

HINDUJA GLOBAL SOLUTIONS UK LIMITED

HUNTSWOOD CTC LIMITED

KONECTA UK LIMITED

Maximus UK Services Limited

NCO EUROPE LIMITED

Charles Novacroft Direct Limited

PricewaterhouseCoopers LLP

Reed in Partnership

Serco Limited

SIGMA CONNECTED LTD

Foundever GB Limited

Tata Consultancy Services Limited

TELEPERFORMANCE LIMITED

CENTRIC HR LIMITED

CGI IT UK Limited

Liberata UK Limited

NHS SHARED BUSINESS SERVICES LIMITED

Sopra Steria Limited

WIPRO IT SERVICES UK SOCIETAS

Further Information

Notice Documents

Notice URLs

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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