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Provision of Equality Advisory Support Service (EASS)

Cabinet Office

This public procurement record has 2 releases in its history.

Award

04 Sep 2026 at 16:34

UK7 - Contract Details Notice
Award

27 Jul 2026 at 17:11

UK6 - Contract Award Notice
Summary of the contracting process

The Cabinet Office procured the Equality Advisory and Support Service (EASS), a frontline helpline and support service for people in England, Scotland and Wales who believe they have experienced discrimination or infringement of their human rights. The service provides free information, advice and practical support to help users resolve problems informally and at an early stage, reducing the need for cases to proceed to tribunal. It operates as a high-volume contact and referral service, handling around 50,000 to 60,000 contacts a year and receiving referrals from more than 150 organisations each quarter. The main work is call-centre and associated advice support, delivered across England, Scotland and Wales for the Cabinet Office, with procurement managed by the Government Commercial Agency.

This completed procurement used a competitive selective procedure through a framework agreement and had one lot. The contract was awarded on 27 July 2026 to G4S Facilities Management (UK) Limited and G4S Limited, with a contract signed on 7 August 2026. The contract runs from 1 October 2026 to 30 September 2029. Its value is £3,818,636.76 excluding VAT, or £4,582,364.11 including VAT. The award followed a standstill period ending on 6 August 2026. The contract is active and the tender is complete. Agreed performance measures cover call volumes and call handling: the percentage of calls answered, the percentage answered within 30 seconds, and the percentage of remaining answered calls after 30 seconds, assessed over three-month periods.

This requirement demonstrates demand for a substantial public-facing advice and contact service combining high-volume telephone operations with specialist equality and human-rights support. Suppliers well placed for a future requirement would need the capacity to handle tens of thousands of contacts annually, maintain reliable answer rates and meet demanding response-time measures. Relevant capability includes trained advisers able to give clear, accessible information, support informal early resolution and work sensitively with people reporting discrimination or rights infringements. Experience of managing referrals from a broad network of organisations would be useful, as would robust call-centre technology, workforce planning, quality assurance, performance reporting and continuity arrangements. Credibility would also depend on operating effectively across England, Scotland and Wales and managing a large, service-critical government contract.

How relevant is this notice?

Notice Information

Notice Title

Provision of Equality Advisory Support Service (EASS)

Notice Description

The Equality Advisory and Support Service (EASS) is a frontline service which comprises a helpline and support service for individuals in England, Scotland and Wales who feel they may have suffered discrimination or had their human rights infringed. The EASS provides free information, advice and support to help people solve their problems informally. Designed for early resolution - avoiding cases going to tribunal. It receives c50,000 - 60,000 contacts a year and referrals from over 150 different organisations per quarter.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d4a0
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/084087-2026
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

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£3,818,636 £1M-£10M
Contracts Value
£3,818,636 £1M-£10M

Notice Dates

Publication Date
4 Sep 20261 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
27 Jul 20262 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
Cabinet Office
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
SW1A 2AS
Postcode Area
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
2
Supplier Names

G4S Facilities Management (UK) Limited

G4S

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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