---
title: "Customer Engagement Centre Modification Notice"
ocid: "ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR EDUCATION"
published: "2026-01-06"
---

# Customer Engagement Centre Modification Notice

Buyer: DEPARTMENT FOR EDUCATION  
Current stage: Award  
OCID: ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281

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## Summary

The procurement process involves the Department for Education, acting through the Education and Skills Funding Agency, and concerns the modification of an existing contract for the Customer Engagement Centre Service. This contract modification notice, titled "Customer Engagement Centre Modification Notice," pertains to shared-business telephone network services and is classified under the CPV code 64213000. The contract aims to extend the duration by an additional 24 months, leveraging Public Sector Regulations 72 for modification without altering the contract's scope. The procurement method is selective, conducted as a call-off from a framework agreement. The awarded contract, valued at £58,323,349.75, will continue its service delivery across multiple regions, including the United Kingdom and overseas territories, from 17th August 2026 to 16th August 2028.

This tender presents opportunities for large-scale businesses with the capability to act as strategic partners in delivering agile, omni-channel customer engagement solutions. The initiative focuses on leveraging modern technologies to enhance customer interaction and experience, creating avenues for companies with extensive experience in digital transformation and shared-business network services. Businesses equipped with technological innovation and a focus on scalable customer service solutions will find this extension contract particularly aligned with their growth strategies. Additionally, the long-term partnership approach offers a stable business opportunity for providers within this sector.

## Notice

Continuation of the contract through utilisation of the provisioned optional contract extension. This is a contract modification notice of the original contract https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4 Original contract description: The Department for Education (DfE) acting through the Education and Skills Funding Agency (ESFA) has awarded a single supplier contract to deliver the Customer Engagement Centre Service (CEC). The service shall provide a digital-first, Omni-Channel model designed around User needs, delivered through a responsive, agile and flexible CEC Supplier. The service shall provide consolidated customer interactions, develop a common approach to customer experience and streamline delivery making best use of modern technologies while capitalising on development within the industry. The service provider will act as a 'Strategic Partner' to the Department, operating dynamically for the duration of the Call Off Contract Period, working collaboratively to deliver on changing operational objectives and strategic priorities. Additional information: We are asking for a time extension of 24 months, and to exercise the full contract spend, under Public Sector Regulations 72, which states: 72.(1) Contracts and framework agreements may be modified without a new procurement procedure in accordance with this Part in any of the following cases: (a)where the modifications, irrespective of their monetary value, have been provided for in the initial procurement documents in clear, precise and unequivocal review clauses, which may include price revision clauses or options, provided that such clauses- Extension provisions were built into this contract (i)state the scope and nature of possible modifications or options as well as the conditions under which they may be used, and (ii)do not provide for modifications or options that would alter the overall nature of the contract or the framework agreement; THERE WILL BE NO CHANGE OF SCOPE TO THE ORIGINAL CONTRACT AND ALL ORIGINAL TERMS AND CONDITIONS WILL REMAIN THE SAME.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0b9a332c-0000-4ac5-9dec-f8541d6828e2 |
| 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 | 6 Jan 2026 |
| Submission deadline | 19 Dec 2025 |
| Future notice date | Not specified |
| Award date | 19 Dec 2025 |
| Contract period | 16 Aug 2026 - 16 Aug 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £58,323,349 |
| Lots value | Not specified |
| Awards value | £58,323,349 |
| 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 EDUCATION |
| Locality | SOUTH COVENTRY ENGLAND |
| Post town | Coventry |
| Postcode | CV1 2WT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64213000 - Shared-business telephone network services

## Release History

- 6 Jan 2026 at 12:21 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0b9a332c-0000-4ac5-9dec-f8541d6828e2

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0b9a332c-0000-4ac5-9dec-f8541d6828e2
  6th January 2026 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/48d31cf4-af11-4f8f-a517-8a2dc326c1d1
  n/a

## Notice URLs

- https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4

## 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-ae81683d-22cf-41e5-8e70-5a9c48151281. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281.json.