---
title: "Public Enquiries Call Handling Service"
ocid: "ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL)"
published: "2021-05-13"
---

# Public Enquiries Call Handling Service

Buyer: OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL)  
Current stage: Award  
OCID: ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01

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## Summary

The Office of Qualifications and Examinations Regulation (Ofqual) has successfully completed the procurement process for a Public Enquiries Call Handling Service, valued at £225,016. This procurement occurred through an open tender method, with the award date registered on 19th April 2021. The contracted service will commence on 20th April 2021 and extend until 31st March 2023, based in the West Midlands, United Kingdom. Stakeholders interacting with Ofqual's enquiries include students, parents, teachers, examination bodies, and the general public.

This contract presents substantial opportunities for businesses specialising in call centre services, particularly small and medium-sized enterprises (SMEs), which are encouraged to compete. Companies capable of providing outsourced call handling solutions are well-suited to seize this opportunity, enabling them to contribute to public confidence in regulated qualifications while expanding their operational reach in the public sector.

## Notice

1.1 The Supplier is appointed to provide a fully outsourced call handling service for Ofqual's public enquiries phone lines. 1.2 The Supplier will be required to answer all inbound calls, working with Ofqual service managers and with frontline Ofqual staff who will handle all email and outgoing calls. 1.3 The Supplier will represent Ofqual in support of promoting public confidence in regulated qualifications and regulated assessment arrangements. 1.4 Calls made to Ofqual's public enquiries phone lines will be from a wide spectrum of stakeholders which will include but not be limited to: a) students, b) parents/guardians, c) teachers, d) examination bodies and e) general members of the public.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b13cbb84-cbf2-476b-a698-84efb5180ad4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 May 2021 |
| Submission deadline | 1 Jan 2021 |
| Future notice date | Not specified |
| Award date | 18 Apr 2021 |
| Contract period | 19 Apr 2021 - 31 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £225,016 |
| Lots value | Not specified |
| Awards value | £225,016 |
| 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 | OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL) |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV1 3BH |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | Sherbourne |
| Westminster constituency | Coventry North West |
| Delivery location | TLG West Midlands (England) |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 13 May 2021 at 16:45 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b13cbb84-cbf2-476b-a698-84efb5180ad4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b13cbb84-cbf2-476b-a698-84efb5180ad4
  13th May 2021 - Awarded contract notice on Contracts Finder
- https://www.mytenders.co.uk/search/show/search_view.aspx?ID=MAY161977
  NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided.

## Notice URLs

- http://ofqual.gov.uk

## 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-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01.json.