Planning

New Citizen Experience Contact Centre Contract(s) for BAU & Surge requirements

UK HEALTH SECURITY AGENCY

This public procurement record has 2 releases in its history.

Planning

23 May 2025 at 13:09

UK1 - Pipeline Notice
Planning

21 May 2025 at 11:10

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The UK Health Security Agency is initiating the tender process for the New Citizen Experience Contact Centre Contract(s), planned to start on 18 November 2026. This procurement falls within the services category and is set to address BAU and surge requirements, ensuring rapid scalability in response to health emergencies. Located in London, the procurement stage is currently in planning with a notice anticipated by 1 October 2025. The potential value of the contract is substantial, estimated at £353,911,777 gross, reflecting a significant opportunity for engagement within the call centre industry category.

This tender represents a uniquely valuable opportunity for businesses specialising in scalable contact centre solutions. It offers business growth potential for organisations capable of rapidly increasing their operational scope to meet emergency health communication needs. Specifically, businesses with experience in handling large-scale call centre operations and digital messaging systems will find it particularly advantageous to compete. The planned dual supplier model invites suppliers to demonstrate their capability to maintain efficient BAU services while ensuring readiness to expand operations swiftly during health crises, thereby achieving value for money and contributing towards public health security effectively.

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Notice Information

Notice Title

New Citizen Experience Contact Centre Contract(s) for BAU & Surge requirements

Notice Description

This contract is for the delivery of Contact Centre Service requirements as part of BAU activities and emergency preparedness.

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/026443-2025
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
Not specified
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
£294,926,441 £100M-£1B
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
23 May 20259 months ago
Submission Deadline
Not specified
Future Notice Date
1 Oct 2025Expired
Award Date
Not specified
Contract Period
18 Nov 2026 - 16 Nov 2029 2-3 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
UK HEALTH SECURITY AGENCY
Contact Name
UKHSA Commercial S&D
Contact Email
industry@ukhsa.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LONDON
Postcode
E14 4PU
Post Town
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

Further Information

Notice Documents

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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