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Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1

London Borough of Barnet

This public procurement record has 2 releases in its history.

Award

23 Sep 2026 at 11:07

UK7 - Contract Details Notice
Award

26 May 2026 at 11:10

UK6 - Contract Award Notice
Summary of the contracting process

The London Borough of Barnet procured a fully outsourced customer services operation. The work is to handle customer contact for the council, including telephone calls and resident feedback, with performance measured against call-answering, upheld complaints and customer satisfaction. The requirement falls within business services and citizen experience. Delivery is in the London Borough of Barnet, London. The procurement was run as a mini-competition under the Crown Commercial Service Outsourced Services Framework, Citizen Experience lot. It represents an end-to-end customer services requirement rather than a purchase of standalone equipment or a narrowly defined professional service.

The procurement is complete and the contract was awarded to Charles Novacroft Direct Ltd on 22 May 2026. The contract was signed on 30 June 2026. The contract value is £5,192,420 excluding VAT (£6,230,904 including VAT). The initial contract period runs from 1 October 2026 to 30 September 2029, with an option to extend by up to two years, subject to performance and budget, to a maximum end date of 30 September 2031. Barnet used a selective, competitive further competition under the framework. There was one lot. The recorded performance measures cover the proportion of calls answered within 120 seconds, stage-two complaints upheld, and resident satisfaction based on sentiment analysis and personalised feedback.

For suppliers considering comparable customer services work for Barnet, this award shows demand for a provider able to take responsibility for a fully outsourced, council-wide service rather than isolated contact-centre tasks. A credible competitor would need the operational capacity to handle resident calls at volume, consistently meet rapid answering expectations, manage complaints through formal escalation stages, and collect and analyse feedback to improve personalisation and satisfaction. Experience delivering customer services for a public authority, with robust quality monitoring and performance reporting, would be relevant to the measures Barnet uses to assess delivery. Suppliers should also be prepared to compete through a framework-based further competition route and to evidence that they can sustain the service over a multi-year contract.

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Notice Information

Notice Title

Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1

Notice Description

Provision of a fully outsourced Customer Services. This service has been procured through further competition under CCS framework RM6295 Outsource Services, Lot 1, Citizen Experience. The contract to be for an initial 3 year period commencing 1 October 2026 with 2 year extension option subject to performance and budget.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06a2ea
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/090017-2026
Current Stage
Award
All Stages
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

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

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£5,192,420 £1M-£10M
Contracts Value
£5,192,420 £1M-£10M

Notice Dates

Publication Date
23 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
22 May 20264 months ago
Contract Period
1 Oct 2026 - 30 Sep 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
London Borough of Barnet
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
NW9 4EW
Postcode Area
North West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI7 Outer London - West and North West
Small Region (ITL 3)
TLI71 Barnet
Delivery Location
Not specified
Local Authority
Barnet
Electoral Ward
Colindale North
Westminster Constituency
Hendon

Supplier Information

Number of Suppliers
1
Supplier Name

Charles Novacroft Direct Limited

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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