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Single Service Centre

Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency

This public procurement record has 6 releases in its history.

Award

21 Aug 2026 at 14:27

UK7 - Contract Details Notice
AwardUpdate

21 Aug 2026 at 13:42

UK6 - Contract Award Notice
AwardUpdate

24 Jun 2026 at 12:00

UK6 - Contract Award Notice
Award

24 Jun 2026 at 11:29

UK6 - Contract Award Notice
Planning

23 May 2025 at 14:09

UK1 - Pipeline Notice
Planning

21 May 2025 at 12:10

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The UK Health Security Agency, acting for the Secretary of State for Health and Social Care, procured a strategic contact centre service called Single Service Centre. The service is intended to support UKHSA and the NHS with business-as-usual public services and helplines, public health emergency responses, health incidents, and cross-government surge or incident-response services. Activities include providing advice, signposting people to services and collecting data from the public. The requirement is for call-centre services, including the supporting operational capability needed to manage changing demand and incident responses. The procurement was arranged through a Crown framework for outsourced services, using its citizen-experience provision. The named buyer is based in London; no separate delivery location is stated.

The procurement is complete and has been awarded through a competitive selective call-off under a framework. It comprised one lot and two separate work packages. Work package 1 was awarded to Foundever GB Ltd on 24 June 2026 for £176,500,000 excluding VAT (£211,800,000 including VAT). Its contract was signed on 10 August 2026 and runs from 18 October 2026 to 17 October 2029, with a possible 1+1 extension term to 17 October 2031. Work package 2 was awarded to Capita Business Services Ltd on 24 June 2026 for the same values. Its contract was signed on 23 July 2026 and runs from 16 November 2026 to 15 November 2029, with a possible 1+1 extension to 15 November 2031. Both awards are active.

This procurement demonstrates substantial, repeatable demand from UKHSA for an established contact-centre operator able to support both routine public services and high-pressure public-health or cross-government incident responses. Relevant suppliers would need credible capability in handling inbound calls and web chat, processing back-office activity such as emails and SMS, signposting the public accurately, collecting information and scaling operations when demand rises. Operational resilience is central: the awarded service is measured through response and processing times and the uptime of supplier-provided systems, including systems used by home workers. Businesses with mature workforce management, secure data-handling processes, dependable contact-centre technology and experience delivering public-facing services would be well placed when this requirement is next tested.

How relevant is this notice?

Notice Information

Notice Title

Single Service Centre

Notice Description

The UK Health Security Agency is seeking to establish a strategic contact centre capability to manage business as usual services or helplines and to respond to any public health emergency event, health incidents, or cross government surge and incident response service that are currently ongoing or arise in the future. RM6295 Outsourced Services lot 1 (Citizen Experience) was utilised with GCA support.

Planning Information

As described in the preliminary engagement notice, UKHSA is seeking suppliers who are interested in bidding for the Single Service Centre opportunity, which will support UKHSA and the NHS to deliver advice, signpost services, and collect data from the public. We request that suppliers indicate their interest in the upcoming opportunity to ensure that UKHSA can understand the likelihood of success of the procurement in terms of attracting suppliers. https://forms.office.com/e/7yf32fF4wP

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-051a65
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/079973-2026
Current Stage
Award
All Stages
Planning, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Award under framework
Tender Suitability
Not specified
Awardee Scale
Large

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
£294,926,441 £100M-£1B
Lots Value
Not specified
Awards Value
£176,500,000 £100M-£1B
Contracts Value
£176,500,000 £100M-£1B

Notice Dates

Publication Date
21 Aug 20265 days ago
Submission Deadline
Not specified
Future Notice Date
1 Oct 2025Expired
Award Date
24 Jun 20262 months ago
Contract Period
16 Nov 2026 - 15 Nov 2029 3-4 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
Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency
Additional Buyers

UK Health Security 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
LONDON
Postcode
E14 4PU
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
2
Supplier Names

Capita Business Services Ltd

Foundever GB Ltd

Further Information

Notice Documents

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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