---
title: "Emergency Capacity Contact Centre Services for the Vulnerable People Support Service"
ocid: "ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2020-09-15"
---

# Emergency Capacity Contact Centre Services for the Vulnerable People Support Service

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f.json)

## Summary

The Department for Work and Pensions has completed a procurement process for the "Emergency Capacity Contact Centre Services for the Vulnerable People Support Service". This tender, classified under office-support services and specifically, call centre operations, was primarily aimed at supporting vulnerable customers affected by self-isolation due to COVID-19. The procurement method employed was selective, utilising a call-off from a framework agreement. The contract was active from 20th March 2020 to 19th September 2020, with a maximum value of £90,000,000. The contract predominantly served the North West region of the United Kingdom.

This tender presents significant opportunities for companies specialising in call centre operations and office-support services, especially those capable of handling high-volume outbound calling initiatives. Businesses looking to grow in this domain will benefit from understanding the specific needs of vulnerable populations, as well as demonstrating capacity to deliver high-quality customer support services amidst unprecedented circumstances. Competitive firms may include large service providers with experience in managing similar contracts, particularly those familiar with public sector engagements.

## Notice

Contact Centre services based initially on outbound calls (inbound optional) to support vulnerable customers under self isolation strategies due to the impact and government response to Coronavirus-19

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Sep 2020 |
| Submission deadline | 20 Mar 2020 |
| Future notice date | Not specified |
| Award date | 20 Mar 2020 |
| Contract period | 20 Mar 2020 - 19 Sep 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £90,000,000 |
| Lots value | Not specified |
| Awards value | £45,750,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT FOR WORK AND PENSIONS |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS2 7UA |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Little London & Woodhouse |
| Westminster constituency | Leeds Central and Headingley |
| Delivery location | TLD North West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SERCO |

## CPV Codes

### Divisions

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

### Codes

- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 15 Sep 2020 at 07:53 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb
- 4 May 2020 at 11:04 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb
- 30 Apr 2020 at 10:54 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0b32fef0-ec62-49bf-b199-6c6db8dacddb
  15th September 2020 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bc03d815-95af-4833-b285-cbc66e4e9fec
  n/a

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-09f9a28b-6a43-4a4a-889f-c10a207a416f.json.