---
title: "Contract award for the Provision of a Customer Service Centre Service for Hertfordshire County Council"
ocid: "ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HERTFORDSHIRE COUNTY COUNCIL"
published: "2023-10-27"
---

# Contract award for the Provision of a Customer Service Centre Service for Hertfordshire County Council

Buyer: HERTFORDSHIRE COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3.json)

## Summary

The Hertfordshire County Council has awarded a contract to Serco Limited for the Provision of a Customer Service Centre Service. This contract, valued at £26,196,645, is part of the CCS Framework RM6181 for Outsourced Contact Centre and Business Services in the Call centre industry category. The contract period starts on April 1, 2024, with an initial call-off period of 4 years extendable for two periods of up to 12 months each. The procurement method used was selective, involving a call-off from a framework agreement. The tender period ended on August 14, 2023.

This contract with Hertfordshire County Council can create business growth opportunities, especially for firms providing Contact Centre services. The contract is suitable for SMEs and offers a substantial value of £26,196,645. Businesses interested in providing customer service solutions in the East of England region should consider engaging with Hertfordshire County Council. The procurement process has reached the award stage, and interested parties can explore collaboration opportunities with Serco Limited, the awarded supplier.

## Notice

Awarded Contract - the contract has been awarded to Serco Limited Hertfordshire County Council has awarded a contract using CCS Framework RM6181 for the Provision of Outsourced Contact Centre and Business Services, Lot 1 Contact Centres. The initial call-off period will be for 4 years with the option to extend for two periods of up to 12 months each. The contract value range stated above in Section 1 allows for the two x 12 month extension periods.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/db6fc5e0-5c02-4f3a-a27e-fc8da2ed8b0b |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Oct 2023 |
| Submission deadline | 14 Aug 2023 |
| Future notice date | Not specified |
| Award date | 8 Oct 2023 |
| Contract period | 31 Mar 2024 - 31 Mar 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £26,196,645 |
| Lots value | Not specified |
| Awards value | £17,826,556 |
| 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 | HERTFORDSHIRE COUNTY COUNCIL |
| Locality | HERTFORD |
| Post town | Stevenage |
| Postcode | SG13 8DQ |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH2 Bedfordshire and Hertfordshire |
| ITL 3 | TLH26 North and East Hertfordshire |
| Local authority | East Hertfordshire |
| Electoral ward | Hertford Castle |
| Westminster constituency | Hertford and Stortford |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 27 Oct 2023 at 15:05 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/db6fc5e0-5c02-4f3a-a27e-fc8da2ed8b0b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/db6fc5e0-5c02-4f3a-a27e-fc8da2ed8b0b
  27th October 2023 - 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-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-427c861f-609a-4e82-9208-06b4b30da2a3.json.