---
title: "Provision of Front Office Counter Service - PS/23/205"
ocid: "ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DVLA - DRIVER & VEHICLE LICENSING AGENCY"
published: "2024-10-15"
---

# Provision of Front Office Counter Service - PS/23/205

Buyer: DVLA - DRIVER & VEHICLE LICENSING AGENCY  
Current stage: Award  
OCID: ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0.json)

## Summary

The procurement process for the "Provision of Front Office Counter Service - PS/23/205" has been managed by the DVLA - Driver & Vehicle Licensing Agency. This service aims to provide face-to-face assistance for Driver and Vehicle transactions for customers who either cannot or prefer not to use online services. The contract covers several geographic locations, including British Overseas Territories, the Channel Islands, Europe, the Isle of Man, the Rest of the World, and the United Kingdom. The procurement is classified under the customer services industry category and uses a selective procurement method through a call-off from a framework agreement. The contract, valued at £39,900,000 with a minimum value of £26,792,203, is due to commence on 1 April 2024 and will run until 31 March 2026. The tender stage is complete, and the award was made on 15 December 2023.

This tender offers expansive opportunities for large-scale organisations specialising in customer services, particularly those with a strong operational presence across multiple regions including the UK and abroad. Given the contract's substantial value and extensive geographical scope, businesses that can provide robust, scalable solutions for face-to-face customer interactions are well-suited to compete for similar future contracts. The procurement does not favour SMEs or VCSEs, suggesting that larger enterprises are more likely to secure opportunities to grow their business through such high-value contracts with the DVLA.

## Notice

The Front Office Counter Service (FOCS) provides face-to-face services for both Driver and Vehicle transactions on behalf of DVLA. The service is for those customers who are unable or are unwilling to use the online service.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5bf8e7b0-26cc-4965-88a7-a96a27ff4ec1 |
| 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 Oct 2024 |
| Submission deadline | 25 Oct 2023 |
| Future notice date | Not specified |
| Award date | 15 Dec 2023 |
| Contract period | 31 Mar 2024 - 31 Mar 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £39,900,000 |
| Lots value | Not specified |
| Awards value | £26,792,203 |
| 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 | DVLA - DRIVER & VEHICLE LICENSING AGENCY |
| Locality | SWANSEA |
| Post town | Swansea |
| Postcode | SA6 7JL |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL4 Mid and South West Wales |
| ITL 3 | TLL43 Swansea |
| Local authority | Swansea |
| Electoral ward | Mynydd-bach |
| Westminster constituency | Swansea West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | POST OFFICE |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 15 Oct 2024 at 10:10 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5bf8e7b0-26cc-4965-88a7-a96a27ff4ec1
- 11 Jan 2024 at 10:37 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5bf8e7b0-26cc-4965-88a7-a96a27ff4ec1

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/5bf8e7b0-26cc-4965-88a7-a96a27ff4ec1
  15th October 2024 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e2908ca6-11bc-4759-96f2-0cc282e4d136
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1c7f0a1e-f0d7-4cc8-983b-2ceb6b1a82fa
  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-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-28500f9f-1ca7-4251-9cc3-23456b65d9b0.json.