---
title: "Customer Engagement Centre"
ocid: "ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR EDUCATION"
published: "2021-03-11"
---

# Customer Engagement Centre

Buyer: DEPARTMENT FOR EDUCATION  
Current stage: Award  
OCID: ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b

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## Summary

The Department for Education, through the Education and Skills Funding Agency (ESFA), has awarded a contract for the "Customer Engagement Centre" service to ARVATO LIMITED. This contract, valued at £37,639,285, is categorised under public relations services and will span from 2nd August 2021 to 1st August 2026. The procurement method utilised was selective, specifically a call-off from a framework agreement, with the tender process having concluded by 9th October 2020. The service aims to deliver a digital-first, Omni-Channel customer engagement model tailored to user needs, enhancing operational efficiency while integrating modern technologies throughout the United Kingdom.

This awarded contract presents significant opportunities for businesses looking to expand their services within the public sector, particularly those specialising in customer engagement and digital solutions. Companies that excel in providing responsive, agile services and those capable of innovative technology applications would be well-positioned to compete for similar future tenders. Given the scale of this contract, larger enterprises with a track record of strategic partnerships in the public sector may find it advantageous to pursue opportunities in related categories

## Notice

The Department for Education (DfE) acting through the Education and Skills Funding Agency (ESFA) has awarded a single supplier contract to deliver the Customer Engagement Centre Service (CEC). The service shall provide a digital-first, Omni-Channel model designed around User needs, delivered through a responsive, agile and flexible CEC Supplier. The service shall provide consolidated customer interactions, develop a common approach to customer experience and streamline delivery making best use of modern technologies while capitalising on development within the industry. The service provider will act as a 'Strategic Partner' to the Department, operating dynamically for the duration of the Call Off Contract Period, working collaboratively to deliver on changing operational objectives and strategic priorities.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4 |
| 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 | 11 Mar 2021 |
| Submission deadline | 9 Oct 2020 |
| Future notice date | Not specified |
| Award date | 11 Feb 2021 |
| Contract period | 1 Aug 2021 - 1 Aug 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £37,639,285 |
| Lots value | Not specified |
| Awards value | £37,639,285 |
| 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 EDUCATION |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV1 2WT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79416000 - Public relations services

## Release History

- 11 Mar 2021 at 15:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4
  11th March 2021 - 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-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-34104674-bf16-451e-91e8-7f3a883fd96b.json.