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DVSA contact centre additional capacity - Call Surges

Driver and Vehicle Standards Agency

This public procurement record has 2 releases in its history.

PlanningUpdate

18 Jun 2026 at 08:10

UK1 - Pipeline Notice
Planning

16 May 2025 at 11:39

UK1 - Pipeline Notice
Summary of the contracting process

The Driver and Vehicle Standards Agency (DVSA), a public authority within central government, has updated its procurement process involving a planned contract for additional call centre capacity to handle surges in call volumes. This tender, titled "DVSA contact centre additional capacity - Call Surges," is currently in the planning stage, announced as of 18th June 2026. The procurement specifically seeks to ensure rapid scaling capabilities in call handling, a need that became evident during unforeseen demand spikes such as those experienced in the COVID-19 pandemic. The procurement's implementation is set for the United Kingdom, focusing on services within the call centre industry category, and outlines a planned contract period from 19th July 2027 to 18th July 2030, with potential for renewal until 18th July 2032.

This planned procurement presents substantial opportunities for businesses focusing on call centre operations, particularly those that can swiftly adapt to increased demand. The project, valued at £3.5 million with a gross projected investment of £4.2 million, is ideally suited for small and medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) capable of providing scalable and responsive customer service solutions. Although this notice is a pipeline notice, making no guarantee of a resulting tender opportunity, proactive engagement and readiness to respond to future notices could position relevant businesses favourably for upcoming contracts.

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Notice Information

Notice Title

DVSA contact centre additional capacity - Call Surges

Notice Description

This is for the provision of call centre resource as a business contingency. This will provide support with unforeseen call volumes in the event of a call sugre, such as during the COVID-19 pandemic. DVSA therefore requires the ability to scale up its call handling capacity, at short notice, enabling it to manage any future demand should it be needed.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05159b
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/057358-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK1 - Pipeline Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

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

Notice Dates

Publication Date
18 Jun 20262 months ago
Submission Deadline
Not specified
Future Notice Date
1 Jun 202710 months to go
Award Date
Not specified
Contract Period
19 Jul 2027 - 18 Jul 2030 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Driver and Vehicle Standards Agency
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRISTOL
Postcode
BS5 0DA
Postcode Area
Bristol
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK5 West of England
Small Region (ITL 3)
TLK51 Bristol, City of
Delivery Location
Not specified
Local Authority
Bristol, City of
Electoral Ward
Lawrence Hill
Westminster Constituency
Bristol East

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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