---
title: "Contact Centre Services"
ocid: "ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2021-03-05"
---

# Contact Centre Services

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6.json)

## Summary

The Department for Work and Pensions is seeking suppliers for a contract titled "Contact Centre Services" within the administration services industry. This contract, which is part of a Government initiative for automatic enrolment into pension schemes, aims to provide support primarily through a contact centre handling employer inquiries. The procurement process was completed with the award date noted as 25th February 2021, with a contract value of £4,912,537.50. The contract period runs from 1st March 2021 to 29th February 2024, and the tender process was carried out through a selective method, with applications closing on 4th December 2020.

This tender presents a significant opportunity for businesses specialising in contact centre operations and administrative services to expand their portfolio by providing essential support to a large government initiative. Ideal candidates for participation in this contract would include established service providers capable of managing high volumes of inquiries from employers and other stakeholders regarding pension compliance. With the scope for ongoing engagement over the three-year contract duration, businesses that can demonstrate their capability and reliability will have an advantageous position in this competitive environment.

## Notice

Automatic enrolment is a Government initiative to help more people save for later life through a pension scheme at work. In the past, many workers missed out on valuable pension benefits, because their employer didn't offer them a pension, or they didn't apply to join their company's pension scheme. TPR is responsible for maximizing employer compliance with their automatic enrolment duties. If employers fail to comply, it has various powers available to it, such as (by way of example) issuing a compliance notice or penalty (fine). Employers can ask for a review of these notices. For this contract, the supplier will be operating a Contact Centre which will primarily deal with enquiries, a majority of these will be received by telephone and are basic enquiries. Enquiries will be principally from employers (large, medium and small businesses) and range from asking general advice about how to comply with AE duties, to more complex enquiries about specific areas of the AE legislation, or enforcement action being taken where an employer has not complied with their duties. Employer representatives such as accountants and IFAs may also call on an employer's behalf.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ffe7f44a-5c38-4c36-aa63-81b3fc4ba64c |
| 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 | 5 Mar 2021 |
| Submission deadline | 4 Dec 2020 |
| Future notice date | Not specified |
| Award date | 25 Feb 2021 |
| Contract period | 1 Mar 2021 - 29 Feb 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,637,512 |
| Lots value | Not specified |
| Awards value | £4,912,537 |
| 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 WORK AND PENSIONS |
| Locality | BRIGHTON |
| Post town | Brighton |
| Postcode | BN1 4DW |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ2 Surrey, East and West Sussex |
| ITL 3 | TLJ21 Brighton and Hove |
| Local authority | Brighton and Hove |
| Electoral ward | West Hill & North Laine |
| Westminster constituency | Brighton Pavilion |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HINDUJA GLOBAL SOLUTIONS |

## CPV Codes

### Divisions

- 75 - Administration, defence and social security services

### Codes

- 75100000 - Administration services

## Release History

- 5 Mar 2021 at 09:43 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ffe7f44a-5c38-4c36-aa63-81b3fc4ba64c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ffe7f44a-5c38-4c36-aa63-81b3fc4ba64c
  5th 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-b5fd17-8309776d-6643-4e51-b41a-556174a818b6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8309776d-6643-4e51-b41a-556174a818b6.json.