---
title: "Provision of an Outsourced Contact Centre and Business Services"
ocid: "ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CROWN COMMERCIAL SERVICE"
published: "2026-03-09"
---

# Provision of an Outsourced Contact Centre and Business Services

Buyer: CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed)  
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## Summary

The Crown Commercial Service has awarded a contract for the provision of an outsourced contact centre and business services on behalf of the Home Office. This tender falls under the information technology services industry category, with a classification ID of 72222300, and it is valued at £73,910,000. The procurement method is selective, specifically a call-off from a framework agreement. The contract commenced on 2nd February 2026 and will continue until 1st February 2028. It covers diverse regions across the United Kingdom, including North East, North West, London, and others. The award was actively announced on 9th March 2026, following its achievement on 9th February 2026.

This tender represents a significant opportunity for large businesses specialising in customer contact services across telephony, webchat, and email. The awarded supplier, SERCO LIMITED, is a large-scale operation, indicating the suitability for similar-sized enterprises to engage in competitive offerings within this field. Although there are no specific suitability provisions for SMEs or VCSE organisations, businesses capable of fulfilling large-scale service requirements would benefit from exploring similar frameworks and tender opportunities. By fulfilling the criteria laid out by the Crown Commercial Service, organisations can leverage such contracts to expand their operational footprint and access new markets within the UK.

## Notice

This contract will provide customer contact services to a range of Home Office Customers. These services will include, but are not limited to telephony, webchat, email. HM Passport Office, Visa Status & Information (VSI) and Ministry of Defence (MOJ) are

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/abd7ba2e-d1fb-415d-b86a-3bf6a8646b59 |
| 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 | 9 Mar 2026 |
| Submission deadline | 19 Feb 2025 |
| Future notice date | Not specified |
| Award date | 9 Feb 2026 |
| Contract period | 2 Feb 2026 - 1 Feb 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £73,910,000 |
| Lots value | Not specified |
| Awards value | £73,910,000 |
| 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 | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England) |

## Supplier

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

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72222300 - Information technology services

## Release History

- 9 Mar 2026 at 13:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/abd7ba2e-d1fb-415d-b86a-3bf6a8646b59

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/abd7ba2e-d1fb-415d-b86a-3bf6a8646b59
  9th March 2026 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d29a120a-5786-43ca-9c8c-dd7e9a98684a

## Notice URLs

- https://www.gov.uk/government/organisations/crown-commercial-service

## 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-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed.json.