---
title: "Provision of a Central Telephony Operator Service (CTOPS) for FCDO"
ocid: "ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE"
published: "2021-03-08"
---

# Provision of a Central Telephony Operator Service (CTOPS) for FCDO

Buyer: FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE  
Current stage: Award  
OCID: ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832.json)

## Summary

The Foreign, Commonwealth and Development Office (FCDO) is conducting a procurement process titled "Provision of a Central Telephony Operator Service (CTOPS)", classified under telephone operator services. This tender, a call-off from the Crown Commercial Service’s RM3185 framework agreement, is currently in the award stage, with the contract period starting from 1st March 2021 and extending until 29th March 2023. The awarded contract has a total value of £3,000,000, with a minimum value of £88,256.58. The procurement method used is selective, and the contract is to service inquiries related to the FCDO's general and legalisation offices, based in London, SW1A 2AH.

This contract presents a significant opportunity for businesses involved in call handling and telephony services. Companies with experience in contact centre operations, particularly those capable of managing peak call volumes during crises, could benefit greatly from this procurement. The scope of work includes general public inquiries and legalisation advice, making this tender particularly suited for larger enterprises or specialised service providers with the capacity to deliver robust customer support solutions.

## Notice

Called off from Lot 2: Contact Centre Services of Crown Commercial Service's RM3185 Contact Centre Services framework agreement. 24 month contract with 2 x 1 year extension options. FCDO require a Central Telephony Operator Service for the provision of call handling Services for the FCDO "General Enquiries" number and the Legalisation Office "General Enquiries" number. FCDO "General Enquiries": the Supplier will be responsible for answering calls from members of the general public and routing to a named user or department within FCDO. Legalisation Office "General Enquiries": the Supplier will be responsible for answering calls and providing advice on applications, answering general enquiries and assisting with payment queries. The Service will also take into account FCDO's need for additional surge staff to handle increase in-bound telephone calls during crisis periods.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f |
| 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 | 8 Mar 2021 |
| Submission deadline | 4 Dec 2020 |
| Future notice date | Not specified |
| Award date | 1 Mar 2021 |
| Contract period | 1 Mar 2021 - 29 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | Not specified |
| Awards value | £3,000,000 |
| 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 | FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1A 2AH |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79511000 - Telephone operator services

## Release History

- 8 Mar 2021 at 11:03 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f
- 8 Mar 2021 at 09:36 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f
  8th 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-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832.json.