---
title: "Public Contact Centre Services - AWARD"
ocid: "ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE FOR NATIONAL STATISTICS"
published: "2018-11-15"
---

# Public Contact Centre Services - AWARD

Buyer: OFFICE FOR NATIONAL STATISTICS  
Current stage: Award  
OCID: ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19)  
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## Summary

The Office for National Statistics is currently engaged in the award stage of the procurement process for Public Contact Centre Services, which has been classified under the "Call centre" industry category (CPV code: 79512000). This contract, awarded to Serco Group, comes into effect from 18 October 2018 and will run until 31 December 2021. The tender stipulates that services must be delivered efficiently and scalably, adhering to the specified requirements outlined in the associated documents. The deadline for submission of tenders was 11 April 2018, and all activities related to this procurement are based in Newport, Gwent, United Kingdom.

This contract presents significant opportunities for businesses specialising in contact centre operations, particularly those that can demonstrate industry expertise and scalable services. Companies proficient in managing high-volume customer interactions, including those with experience in the public sector or with capabilities in educational centre operations (CPV code: 80490000), are particularly well-suited to compete. As the produced statistics and services play a crucial role in shaping public policy, successful bidders may also find pathways to expand their roles within government frameworks and similar contracts in the future.

## Notice

This Procurement shall be known as the Public Contact Centre Services (the Services). The Customer intends to appoint a supplier from a framework agreement that will be responsible for the delivery of the Services and provide the Customer with an experienced, industry-led, efficient and scalable contact centre. Full details of the requirements for the Services are provided in the Specification Document contained in Appendix B (the Call Off Contract), Part 2, Schedule 2 of the ITT. Tenderers must ensure they understand the processes that must be followed in order to comply with the Procurement procedure. All Tenders must be completed and submitted in accordance with the terms of the ITT. The Customer is the UK's largest independent producer of official statistics. It is the recognised national statistical institute for the UK and as such the Customer is responsible for collecting and publishing statistics related to the economy, population and society at national, regional and local levels. The Customer also conducts the census in England and Wales every ten years. The main responsibilities of the Customer are: o the collection, compilation, analysis and dissemination of a range of key economic, social and demographic statistics about the UK; o the provision of statistical leadership and methodological advice for the benefit of UK official statistics; and o representation of the UK internationally as the national statistical institute. The Customer is also the only government department with the production of statistics as its main role. The Customer operates independent of ministers and instead reports through the UK Statistics Authority to parliament and the devolved administrations of Scotland, Wales and Northern Ireland.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/741ffdbe-d76b-4ba1-bf25-e19acdf30d5e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Nov 2018 |
| Submission deadline | 11 Apr 2018 |
| Future notice date | Not specified |
| Award date | 17 Oct 2018 |
| Contract period | 17 Oct 2018 - 31 Dec 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| 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 | OFFICE FOR NATIONAL STATISTICS |
| Locality | GWENT |
| Post town | Newport |
| Postcode | NP10 8XG |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL54 Monmouthshire and Newport |
| Local authority | Newport |
| Electoral ward | Tredegar Park and Marshfield |
| Westminster constituency | Newport West and Islwyn |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre
- 80490000 - Operation of an educational centre

## Release History

- 15 Nov 2018 at 16:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/741ffdbe-d76b-4ba1-bf25-e19acdf30d5e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/741ffdbe-d76b-4ba1-bf25-e19acdf30d5e
  15th November 2018 - Awarded contract notice on Contracts Finder

## 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-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-302a38a8-f1d0-45ff-9973-b6f602fa8f19.json.