---
title: "Contact Centre Services"
ocid: "ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CROWN COMMERCIAL SERVICE"
published: "2017-10-04"
---

# Contact Centre Services

Buyer: CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb

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## Summary

The Crown Commercial Service is initiating a procurement process for "Contact Centre Services" through a Pan Government Collaborative Framework Agreement, which is applicable to various UK public sector bodies, including Central Government Departments, NHS Bodies, and Local Authorities. This procurement is classified under the customer services industry and includes two distinct lots: Lot 1 for Specialist Contact Centre Consultancy Services and Lot 2 for general Contact Centre Services. The tender period concluded on 3 April 2017, with the contract set to commence on 1 June 2017 and lasting for four years, with an overall estimated value of £1 billion.

This procurement presents significant opportunities for businesses, particularly small and medium enterprises (SMEs), to engage with the UK government and expand their operations within the public sector. Companies with expertise in customer services, telephone operator services, and call centre operations will be well-positioned to compete in this procurement process. Successful vendors will have the chance to secure long-term contracts while contributing to the efficiency and effectiveness of public sector communication services.

## Notice

Crown Commercial Service as the Authority put in place a Pan Government Collaborative Framework Agreement for use by UK public sector bodies identified at V1.3 in OJEU Contract Notice 2017/S 046-085248 (and any future successors to these organisations), which include Central Government Departments and their Arm's Length Bodies and Agencies, Non Departmental Public Bodies, NHS Bodies and Local Authorities and the wider public sector. The services within the scope of this Framework Agreement have been divided into 2 Lots: - Lot 1 - Specialist Contact Centre Consultancy Services; and - Lot 2 - Contact Centre Services. Suppliers had the opportunity to bid for both of the two (2) Lots. However if a Supplier was successful on both Lots they were only awarded a place on the Lot that they had indicated in the Tender as their preferred Lot . For clarity, Suppliers were not allowed to be awarded a Framework Agreement for both Lot 1 and Lot 2. The duration of the Contact Centre Services Framework Agreement shall be for a period of four (4) years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4a2ab0a1-578e-45bd-8fb6-2c81dd38d305 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Oct 2017 |
| Submission deadline | 3 Apr 2017 |
| Future notice date | Not specified |
| Award date | 29 May 2017 |
| Contract period | 30 May 2017 - 30 May 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £645,000,000 |
| Lots value | Not specified |
| Awards value | £645,000,000 |
| 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 | CROWN COMMERCIAL SERVICE |
| Locality | LIVERPOOL |
| Post town | Liverpool |
| Postcode | L3 9PP |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD72 Liverpool |
| Local authority | Liverpool |
| Electoral ward | City Centre North |
| Westminster constituency | Liverpool Riverside |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PLEASE FIND LIST OF SUCCESSFUL AWARDED SUPPLIERS UNDER ATTACHMEN |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 4 Oct 2017 at 11:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4a2ab0a1-578e-45bd-8fb6-2c81dd38d305
- 13 Mar 2017 at 14:06 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/34506b23-be78-4b2d-a239-f4610de208d0
- 9 Mar 2017 at 12:43 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/34506b23-be78-4b2d-a239-f4610de208d0

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4a2ab0a1-578e-45bd-8fb6-2c81dd38d305
  4th October 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/34506b23-be78-4b2d-a239-f4610de208d0
  13th March 2017 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c5c308cc-8126-4a27-9bff-5366cffb6b7d
  2017-OJS046-085248-en
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e9ef93df-7955-41f6-9cfd-a5c7c22ed1d2
  Attachment 1 Invitation to Tender Read First v0.2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cf891e37-3283-47b7-b4dc-acacdc1b07d7
  Attachment 2 Participation and Selection Questionnaire Guidance v0.1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/53888aaf-53d8-4eb0-9828-abefc38498d0
  Attachment 3 Award Questionnaire
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a32d6499-6542-4cac-835a-6f163d8092c1
  Attachment 4a Lot 1 Framework Agreement Terms and Conditions DRAFT
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/414edd2b-3f95-4f8e-b714-4ca40557b127
  Attachment 4b Lot 2 Framework Agreement Terms and Conditions DRAFT
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/fe9f7533-5a12-4423-a614-a072d27cc477
  Attachment 5 Framework Agreement Schedule 2 Part A Goods and Services V0.1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/be7c4ae4-83e9-4f09-b07f-05fae22d37cf
  Attachment 6a Framework Schedule 4 Template Call Off Agreement LOT 1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b6f01745-5aac-49d3-9f33-bb8b58ec7255
  Attachment 6b Framework Schedule 4 Template Call Off Order Form Lot 2 DRAFT
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e837090e-0b72-4de5-b8a5-be0472662128
  Attachment 7 Terms of Participation V0.1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d35b8ffb-886d-455d-9dfa-f3227c541759
  Attachment 8 Declaration of Compliance - V0.1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/af7f9dc3-6532-4044-888c-1233d6606705
  Attachment 9 Financial Assessment Template For information only
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f555b9c4-2abd-43ff-9da5-4a1656f510e0
  Attachment 10 Pricing Model Lot1 and Lot2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/63fbe3a1-a7c0-4440-8c33-9e025b02d18a
  Attachment 11 Security Guidance
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/89f3db4b-4209-4311-ac43-6792a6fa85f4
  Attachment 12 Framework Agreement Population Template Lot 1 and Lot 2 v0.1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9962235c-fdcc-4965-bc98-e014640761cf
  Attachment 13 eSourcing_Suite_Supplier_Guidance_Part_A_-_Registration_v2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/93c2e159-4662-49b2-9b5c-8f42df39f7e3
  Attachment 14 eSourcing_Suite_Supplier_Guidance_Part_B_-_Tendering_and_FCs_v2_18.10.2016
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/3ee92a7b-7f94-44b1-bc6c-6aa1bbbb33ba
  Attachment 1 Invitation to Tender Read First V3 FINAL
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cd800504-4248-4bde-899c-88b40c8895a1
  Attachment 10 Pricing Model Lot1 and Lot2 V2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7848db29-ad03-4743-89e6-00057d0ff142
  Attachment 2 Participation and Selection Questionnaire Guidance V2 FINAL
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/30c5c631-51a4-4fec-94e2-82a67c765e6d
  RM3815 Contact Centre Successful Supplier List

## Notice URLs

- http://www.gov.uk/ccs

## 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-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1f5839f3-0838-410c-8eb7-60ee65f3dfdb.json.