---
title: "Contact Centres and Business Services"
ocid: "ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CROWN COMMERCIAL SERVICE"
published: "2025-04-08"
---

# Contact Centres and Business Services

Buyer: CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7

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## Summary

The Crown Commercial Service (CCS) has initiated a framework agreement titled "Contact Centres and Business Services" for outsourced contact centre services, shared services, and operational business process services. This framework, valued at £3,500,000,000, will be utilised by UK Central Government and broader public sector organisations including NHS bodies, local authorities, and police services, among others. The framework is divided into two lots: Lot 1 for contact centres managing citizen and industry interactions, and Lot 2 for business services such as financial accounting, HR, payroll, and procurement. The procurement process follows an open procedure above the threshold, and key dates include a tender end date of 10th May 2021 and a contract period from 10th August 2021 to 9th February 2026, covering various regions within the United Kingdom.

This framework presents significant business growth opportunities for companies specialising in contact centre operations and business services. Suitable for SMEs, it offers a chance to provide services to a wide array of public sector bodies. Companies with expertise in financial management, HR, payroll, and contact centre solutions would find this tender well-aligned with their capabilities. The presence of established suppliers such as NCO EUROPE LIMITED, TELEPERFORMANCE LIMITED, and Capita Business Services Ltd further highlights the competitive potential and scope within these industry categories for expanding business portfolios and securing government contracts.

## Notice

Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies. The framework has 2 lots: Lot 1 Contact Centres - for the provision of contact centres servicing citizen and industry engagement with the public sector. Lot 2 Business Services - for the provision of financial accounting, HR, payroll, and source-to-pay business services. Additional information: A modification notice has been published to advise that this framework will be extended by a total of 6 months. The end date is 9 February 2026. There will be no adjustment to price.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | Large, SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Apr 2025 |
| Submission deadline | 10 May 2021 |
| Future notice date | Not specified |
| Award date | 29 Jul 2021 |
| Contract period | 9 Aug 2021 - 9 Feb 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,500,000,000 |
| Lots value | Not specified |
| Awards value | £3,500,000,000 |
| 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 | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 18 |
| Supplier names | ACCENTURE (UK; ARVATO; CAPITA BUSINESS SERVICES; CHARLES NOVACROFT DIRECT; G4S FACILITIES MANAGEMENT (UK; GO-CENTRIC; HINDUJA GLOBAL SOLUTIONS; LIBERATA; NCO EUROPE; NHS SHARED BUSINESS SERVICES; RESQ; SERCO; SHARED SERVICES CONNECTED; SITEL; TELEPERFORMANCE; THE CONTACT; TTEC (UK) SOLUTIONS; VENTRICA |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48400000 - Business transaction and personal business software package
- 75100000 - Administration services
- 79200000 - Accounting, auditing and fiscal services
- 79340000 - Advertising and marketing services
- 79400000 - Business and management consultancy and related services
- 79500000 - Office-support services
- 79600000 - Recruitment services
- 79990000 - Miscellaneous business-related services

## Release History

- 8 Apr 2025 at 14:25 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
- 25 Aug 2021 at 07:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
- 16 Apr 2021 at 13:26 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 16 Apr 2021 at 13:24 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 13 Apr 2021 at 10:54 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 13:58 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 13:43 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 13:41 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 13:39 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 13:37 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 11:09 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 7 Apr 2021 at 11:08 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
- 6 Apr 2021 at 15:20 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
  8th April 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/9bc436d3-7d60-4bee-9a15-0e3dd766f845
  16th April 2021 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/da7b45d0-4830-4ec3-9b14-51b49251fb89
  Contract Notice Transparency Information for Crown Commercial Service Framework Contract
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8f3414a3-9c76-41fc-94d6-b9aff04392c9
  Authorised Customer List RM6181
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5c557e86-f394-4054-9e64-da3be599c3eb
  Contract Notice rights reserved for Crown Commercial Service Framework Agreement
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0ee5d573-4e57-43a8-9b54-596e5890ae63
  RM6181 Bid Pack
- https://www.find-tender.service.gov.uk/Notice/006901-2021?origin=SearchResults&p=1
  Find A Tender notice
- https://www.find-tender.service.gov.uk/Notice/006936-2021?origin=SearchResults&p=1
  Corrigendum
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d25f7b8f-562c-4197-9078-c59d2b556c8a
  Attachment 9 - Framework Contract Documents v2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f453d4d3-ca7e-4584-b0e1-f623fd0ca4bf
  RM6181 Bid Pack
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d92b3680-f8d9-405b-b3e2-16ced90eaca4

## Notice URLs

- https://www.gov.uk/ccs

## 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-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-46c16a52-186b-4ddf-b1ad-d3d80c86dbe7.json.