---
title: "Universal Credit Booking Service Contact Centre Service Contract"
ocid: "ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2017-01-11"
---

# Universal Credit Booking Service Contact Centre Service Contract

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34.json)

## Summary

The Department for Work and Pensions is seeking to deliver the Universal Credit Booking Service Contact Centre Service Contract, which falls under the call centre services industry category. The procurement process is currently complete, having transitioned through the tender stage, and the contract period runs from 21 January 2017 to 29 July 2018. The total contract value amounts to £8,887,102, with operations based in the North West of England. This was initiated through a selective procurement method, following a restricted procedure, and the tender period ended on 18 July 2016.

This procurement presents substantial opportunities for businesses in telecommunications and customer service management, particularly those with experience in call centre operations. Companies that are well-suited to compete for similar contracts are typically larger enterprises capable of managing high call volumes and providing effective customer support services, such as those required for the Universal Credit programme. Involvement in such contracts can facilitate growth and expansion within the public sector, allowing businesses to enhance their operational capability and reputation.

## Notice

To deliver the following telephony service lines: Universal Credit Full Service from 30 January 2017 to 29 July 2018 (Handling an Inbound Call from claimants wishing to book an Initial Evidence Interview as part of their UC Claim) Universal Credit Live Service from 01 March 2017 to 31 May 2018 (Making an Outbound Call to claimants who wish to book an Initial Work Search Interview as part of their UC Claim)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ce7ef705-c5d3-4e3e-9094-ab163e2ffd93 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Jan 2017 |
| Submission deadline | 18 Jul 2016 |
| Future notice date | Not specified |
| Award date | 5 Sep 2016 |
| Contract period | 25 Sep 2016 - 29 Jul 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £8,887,102 |
| Lots value | Not specified |
| Awards value | Not specified |
| 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

- 79512000 - Call centre

## Release History

- 11 Jan 2017 at 10:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ce7ef705-c5d3-4e3e-9094-ab163e2ffd93

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ce7ef705-c5d3-4e3e-9094-ab163e2ffd93
  11th January 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/eccacf87-abda-4351-aa7e-4f18dd3bd4bf
  Order Form

## 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-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0be22078-8867-40ed-a6cb-037d346d0b34.json.