---
title: "Audience Services"
ocid: "ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "THE BRITISH BROADCASTING CORPORATION (BBC)"
published: "2025-05-06"
---

# Audience Services

Buyer: THE BRITISH BROADCASTING CORPORATION (BBC)  
Current stage: Award  
OCID: ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901.json)

## Summary

The British Broadcasting Corporation (BBC), headquartered in London, has successfully completed the procurement process for 'Audience Services' under the industry category of Customer Services. This follows a competitive procedure with negotiation, aimed at enhancing BBC’s customer management capabilities by handling various services such as editorial inquiries, technical support, and audience feedback. The tender process, which was active until 3rd April 2024, awarded the contract to Serco Limited. The services will commence on 16th April 2026, with the contractual service expected to last until 31st March 2031, and a potential extension up to three years. The procurement involved a significant contract value of £40.6 million and was selectively opened to SMEs but not VCSEs, highlighting BBC's commitment to innovation and efficiency through the introduction of technologies like AI.

This tender presents a valuable opportunity for businesses specialising in customer services to leverage the partnership with a prestigious organisation like the BBC. Companies offering innovative technological solutions that enhance customer engagement and service efficiencies will find this contract particularly appealing. Additionally, firms adaptable to potentially expanding service scopes, such as increased social media use, can bolster their growth by demonstrating their capability to align with the BBC’s strategic objectives, including the 'Digital First' approach. Business entities that aim to build long-term strategic collaborations and possess the ability to handle high-profile service demands will find this tender aligns well with their growth ambitions.

## Notice

The BBC has procured customer management services to support a broad range of services including: - Handling editorial and non-editorial complaints - Responding to enquiries - Managing comments & appreciations - Technical support for iPlayer, Sounds, BBC Account - Reception Advice - BBC Action Lines - BBC Charitable Appeals & Donations collections (Lifeline & Radio 4) - Artist mail - Ticketing for BBC shows - 'Take Part' in a show - BBC Switchboard The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee. The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. Examples of potential use cases already identified include: - Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses - Drawing from our Knowledge database to draft responses for agents to review - Increasing audience self-service via dynamic FAQ surfaced using Chatbot We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team. The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC's discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/684026db-6eae-4b6d-84a8-09d20c1d27c5 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation (above threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 May 2025 |
| Submission deadline | 3 Apr 2024 |
| Future notice date | Not specified |
| Award date | 7 Apr 2025 |
| Contract period | 15 Apr 2026 - 31 Mar 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £40,600,000 |
| Lots value | Not specified |
| Awards value | £40,600,000 |
| 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 | THE BRITISH BROADCASTING CORPORATION (BBC) |
| Locality | LONDON |
| Post town | West London |
| Postcode | W1A 1AA |
| 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 | West End |
| Westminster constituency | Cities of London and Westminster |
| 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

- 79342300 - Customer services

## Release History

- 6 May 2025 at 14:03 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/684026db-6eae-4b6d-84a8-09d20c1d27c5
- 4 Mar 2024 at 15:21 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/a0ce0fa3-222f-455b-9d7c-5d273ac87e17

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/684026db-6eae-4b6d-84a8-09d20c1d27c5
  6th May 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/a0ce0fa3-222f-455b-9d7c-5d273ac87e17
  4th March 2024 - Opportunity notice on Contracts Finder
- https://bbc.bravosolution.co.uk/
  BBC eSourcing

## 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-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901.json.