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Social Security Scotland - Provision of 30 Client Advisors - Dundee

Social Security Scotland

This public procurement record has 1 release in its history.

Award

27 Jul 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

Social Security Scotland procured client advisory and administrative services from 30 client advisers based in Dundee. The advisers provide inbound and outbound telephone support, webchat and email assistance, with possible face-to-face contact. Their work includes giving accurate information, processing applications and payments, checking client details, handling requests, recording case updates, arranging appointments and drafting client letters. They also record feedback, resolve or escalate queries and complaints, and support colleagues and team managers. The service involves handling sensitive personal information confidentially and maintaining accurate case records. This is a public-sector customer service and administrative support requirement, classified under CPV 79620000. The buyer is Social Security Scotland, with delivery in Dundee. The requirement was called off against the Temporary Administrative, Catering and Manual Staff Services Framework Agreement, reference SP-22-003.

This procurement has been awarded and the resulting contract is active. Social Security Scotland used an open procedure under the staff services framework. Venesky Brown Ltd was selected for the single lot covering all 30 client advisers; one bid was received, and the available bid statistics show it was submitted electronically. The awarded contract was signed on 6 July 2026 and is valued at £2,127,325.20. The lot description gives an indicative value of £566,993.70 for approximately six months, based on £18,899.79 per adviser. Each adviser contract can be extended for up to 23 months. The estimated value of the extension is £52,011.05 per adviser, or £1,560,331.50 for all 30 advisers. The award was made without a published evaluation breakdown.

This award demonstrates demand for a sizeable, coordinated client-services team supporting a public body and its service users. A credible future supplier would need the capacity to recruit, deploy and manage 30 advisers in Dundee, while maintaining consistent service quality across telephone, webchat, email and potentially face-to-face channels. Relevant capability includes high-volume customer contact, accurate application and payment processing, appointment administration, case management, complaint handling and clear written communication. Staff must be able to protect sensitive personal information and maintain accurate records, while working within a wider operational team and escalating issues appropriately. Experience supplying temporary administrative or customer-facing personnel, particularly through a public-sector framework, would help demonstrate delivery capability. The requirement also suits suppliers able to manage a substantial initial service and resource a lengthy possible extension.

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Notice Information

Notice Title

Social Security Scotland - Provision of 30 Client Advisors - Dundee

Notice Description

The provision of 30 client advisors located in Dundee providing the following services: - Through inbound and outbound calls, will provide clients with accurate information in a warm and friendly way. - Will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face. - Will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information. - Will process payments, client requests, record case updates accurately and arrange appointment bookings. - Will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters. - Will handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data. - Will work as part of a team to record client feedback and resolve or escalate customer queries and complaints. - Will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.

Lot Information

Lot 1

Provision of 30 Client Advisers for Social Security Scotland located in Dundee.. The value of the 30 client advisor' contracts in this notice is 566,993.70 GBP based on approximately 6 months at the indicative 18,899.79 GBP per client advisor. If the full extension options were taken up the estimated extension value per client advisor is 52,011.05 GBP.

Options: Each client advisor contract has provision for the contract to be extended up to a maximum of 23 months.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000838246
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560977
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
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

79620000 - Supply services of personnel including temporary staff

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£2,127,325 £1M-£10M

Notice Dates

Publication Date
27 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Social Security Scotland
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DUNDEE
Postcode
DD1 4BF
Postcode Area
Dundee
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM0 Eastern Scotland
Small Region (ITL 3)
TLM03 Angus and Dundee City
Delivery Location
TLM Scotland
Local Authority
Dundee City
Electoral Ward
West End
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
1
Supplier Name

Venesky Brown Ltd

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560977
    Social Security Scotland - Provision of 30 Client Advisors - Dundee - The provision of 30 client advisors located in Dundee providing the following services: - Through inbound and outbound calls, will provide clients with accurate information in a warm and friendly way. - Will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face. - Will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information. - Will process payments, client requests, record case updates accurately and arrange appointment bookings. - Will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters. - Will handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data. - Will work as part of a team to record client feedback and resolve or escalate customer queries and complaints. - Will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.

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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