---
title: "Helpdesk Function"
ocid: "ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HS2"
published: "2023-01-27"
---

# Helpdesk Function

Buyer: HS2  
Current stage: Award  
OCID: ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d

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## Summary

The buying organisation, HS2, has awarded a contract for the "Helpdesk Function" service to Sitel UK Limited. The contract is valued at 6,800,200 GBP and falls under the CPV code for Helpdesk services. The procurement method used was selective, calling off from a framework agreement. The contract period is from 4th February 2023 to 3rd February 2027, with the tender period ending on 10th August 2022. The location of the procurement is in Birmingham, England, with the purpose of managing enquiries and complaints for HS2 Ltd.

This tender provides an opportunity for businesses, especially those experienced in providing helpdesk services, to engage with HS2 in customer interactions. Small and medium-sized enterprises (SMEs) may find this tender particularly suitable as the service aims to provide clear and timely interactions with stakeholders. The contract awarded through the Crown Commercial Services framework agreement offers a chance for businesses to grow by becoming public-facing representatives for HS2 Ltd's helpdesk operations.

## Notice

Contract award of the Helpdesk Function service, which manages all enquiries and complaints received by HS2 Ltd with the utmost compassion and empathy by providing clear, timely and accurate interactions with stakeholders. The service operates a 24-hour 365-day Public Helpdesk and Enquiries Centre and manages all related enquiries, acting as a first point of contact and as public facing representatives. The contract was awarded using the Crown Commercial Services Outsourced Contact Centre and Business Services framework agreement (RM6181 - Lot 1).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8b99949b-3d10-4dab-8f99-83c1b091fe7c |
| 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 Jan 2023 |
| Submission deadline | 10 Aug 2022 |
| Future notice date | Not specified |
| Award date | 3 Nov 2022 |
| Contract period | 4 Feb 2023 - 3 Feb 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,800,200 |
| Lots value | Not specified |
| Awards value | £6,800,200 |
| 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 | HS2 |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B4 6GA |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 72253100 - Helpdesk services

## Release History

- 27 Jan 2023 at 14:58 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/8b99949b-3d10-4dab-8f99-83c1b091fe7c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/8b99949b-3d10-4dab-8f99-83c1b091fe7c
  27th January 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-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d.json.