---
title: "The Provision of Service Delivery and Operation Contact Centre Performance"
ocid: "ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT OF HEALTH AND SOCIAL CARE : DEPARTMENT OF HEALTH AND SOCIAL CARE"
published: "2021-02-10"
---

# The Provision of Service Delivery and Operation Contact Centre Performance

Buyer: DEPARTMENT OF HEALTH AND SOCIAL CARE : DEPARTMENT OF HEALTH AND SOCIAL CARE  
Current stage: Award  
OCID: ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce

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## Summary

The procurement process involves the Department of Health and Social Care, which has completed a tender titled "The Provision of Service Delivery and Operation Contact Centre Performance." This project, categorized under general management consultancy services, was carried out across the United Kingdom, including the Isle of Man, Guernsey, and Jersey. The procurement method used was selective, leveraging a call-off from a framework agreement. The contract was awarded on 17th November 2020, with a total value of £183,350, and covered a contract period from 17th November to 14th December 2020.

This contract presents significant opportunities for businesses specialising in consultancy services, particularly those that focus on contact centre performance improvement. Small and medium-sized enterprises (SMEs) would be well-positioned to compete, as the procurement process explicitly noted suitability for SMEs. Companies offering innovative strategies for service delivery and operations, as well as those with experience in improving customer service efficiency, may find this tender particularly appealing for growth and expansion within the public sector.

## Notice

Notice published for transparency. The Provision of Track and Trace Service Delivery and Operations - Contact Centre Performance. Supplier to offer specific insights into the continuous improvement of contact centre services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/81f8a94d-4139-4543-b069-b7d446664a08 |
| 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 | 10 Feb 2021 |
| Submission deadline | 16 Nov 2020 |
| Future notice date | Not specified |
| Award date | 17 Nov 2020 |
| Contract period | 17 Nov 2020 - 14 Dec 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £183,350 |
| Lots value | Not specified |
| Awards value | £183,350 |
| 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 OF HEALTH AND SOCIAL CARE : DEPARTMENT OF HEALTH AND SOCIAL CARE |
| Locality | LIVERPOOL |
| Post town | Liverpool |
| Postcode | L3 9PP |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD72 Liverpool |
| Local authority | Liverpool |
| Electoral ward | City Centre North |
| Westminster constituency | Liverpool Riverside |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | EMBER GROUP |

## CPV Codes

### Divisions

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

### Codes

- 79411000 - General management consultancy services

## Release History

- 10 Feb 2021 at 10:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/81f8a94d-4139-4543-b069-b7d446664a08

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/81f8a94d-4139-4543-b069-b7d446664a08
  10th February 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6b1f4d8f-428e-42b8-8f5b-1ed0443462b7
  Call Off Order Form

## Notice URLs

- https://www.crowncommercial.gov.uk/

## 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-b2df3425-b1da-49c5-82ae-08d2dd58e6ce. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b2df3425-b1da-49c5-82ae-08d2dd58e6ce.json.