Phase 2 Contact Centre Services

{
    "tag": [
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    "id": "ocds-h6vhtk-066218-2026-03-12T09:07:46Z",
    "date": "2026-03-12T09:07:46Z",
    "ocid": "ocds-h6vhtk-066218",
    "description": "For Clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc",
    "initiationType": "tender",
    "tender": {
        "id": "Project 24623 / Itt_21709",
        "legalBasis": {
            "id": "32014L0023",
            "scheme": "CELEX"
        },
        "title": "Phase 2 Contact Centre Services",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79512000",
            "description": "Call centre"
        },
        "mainProcurementCategory": "services",
        "description": "The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised.<br/>The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources.<br/>These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace.<br/>This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc <br/><br/>For clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.",
        "lots": [
            {
                "id": "1",
                "description": "The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised.<br/>The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources.<br/>These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace.<br/>This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181.",
                "awardCriteria": {
                    "criteria": [
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                            "name": "Technical",
                            "type": "quality",
                            "description": "65%"
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                            "type": "price",
                            "description": "35%"
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                "hasOptions": false,
                "status": "cancelled",
                "contractPeriod": {
                    "startDate": "2022-12-19T00:00:00Z",
                    "endDate": "2026-03-12T23:59:59Z"
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        "items": [
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                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "UKE"
                    },
                    {
                        "region": "UKE"
                    },
                    {
                        "region": "UKE"
                    }
                ],
                "deliveryLocation": {
                    "description": "Hybrid working"
                },
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
        "techniques": {
            "hasFrameworkAgreement": true
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        "procurementMethodRationaleClassifications": [
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                "id": "D_OUTSIDE_SCOPE",
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "description": "The procurement falls outside the scope of application of the directive"
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        ],
        "procurementMethodRationale": "For Clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc<br/><br/>The reason that 'award with no prior notice' was used here is because using Restricted Procedure Type required the PIN code of an F02 notice. As this was procured on a framework there was no F02 notice this option was chosen as a workaround to Atamis.",
        "reviewDetails": "Voluntary 10 day standstill"
    },
    "awards": [
        {
            "id": "019483-2026-1",
            "relatedLots": [
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            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-FTS-176081",
                    "name": "G4S Facilities Management (UK) Ltd"
                }
            ]
        },
        {
            "id": "022121-2026-Project 24623 / Itt_21709-1",
            "relatedLots": [
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            ],
            "title": "Phase 2 Contact Centre Services",
            "status": "active",
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                {
                    "id": "GB-FTS-176081",
                    "name": "G4S Facilities Management (UK) Ltd"
                }
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        },
        {
            "id": "022124-2026-Project 24623 / Itt_21709-1",
            "relatedLots": [
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            "title": "Phase 2 Contact Centre Services",
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                {
                    "id": "GB-FTS-176081",
                    "name": "G4S Facilities Management (UK) Ltd"
                }
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    ],
    "parties": [
        {
            "id": "GB-FTS-160262",
            "name": "Department for Work & Pensions",
            "identifier": {
                "legalName": "Department for Work & Pensions"
            },
            "address": {
                "streetAddress": "Caxton House, 6-12 Tothill Street, London, SW1H 9NA",
                "locality": "London",
                "region": "UK",
                "postalCode": "SW1H 9NA",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Bushra Hussain",
                "telephone": "+44 7741608197",
                "email": "bushra.hussain1@dwp.gov.uk"
            },
            "roles": [
                "buyer",
                "reviewBody",
                "mediationBody",
                "reviewContactPoint"
            ],
            "details": {
                "url": "https://www.gov.uk/government/organisations/department-for-work-pensions",
                "buyerProfile": "https://www.gov.uk/government/organisations/department-for-work-pensions",
                "classifications": [
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                        "id": "BODY_PUBLIC",
                        "scheme": "TED_CA_TYPE",
                        "description": "Body governed by public law"
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                        "scheme": "COFOG",
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            "name": "G4S Facilities Management (UK) Ltd",
            "identifier": {
                "legalName": "G4S Facilities Management (UK) Ltd",
                "id": "3333860"
            },
            "address": {
                "streetAddress": "6th Floor, 50 Broadway,, London, ALTRO",
                "locality": "London",
                "region": "UKE",
                "postalCode": "SW1H 0DB",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "url": "http://www.g4s.com/",
                "scale": "large"
            }
        }
    ],
    "buyer": {
        "id": "GB-FTS-160262",
        "name": "Department for Work & Pensions"
    },
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            "title": "Phase 2 Contact Centre Services",
            "status": "active",
            "value": {
                "amount": 235100394,
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                            "region": "UKE"
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                    "relatedLot": "1"
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            "amendments": [
                {
                    "id": "1",
                    "description": "To utilise the full 2 year contract extension option in one instance rather than 1 + 1 years",
                    "rationale": "Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Exercising right to invoke the contract extension"
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            "title": "Phase 2 Contact Centre Services",
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                        "scheme": "CPV",
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                    },
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                            "region": "UKE"
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                    },
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            "amendments": [
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                    "id": "2",
                    "description": "To utilise the full 2 year contract extension option in one instance rather than 1 + 1 years",
                    "rationale": "Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Exercising right to invoke the contract extension"
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    "language": "en"
}