---
title: "Award Notice for HS2 Helpdesk and Enquiries Centre"
ocid: "ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HS2"
published: "2019-05-15"
---

# Award Notice for HS2 Helpdesk and Enquiries Centre

Buyer: HS2  
Current stage: Award  
OCID: ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563)  
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## Summary

HS2 Ltd has awarded the "Helpdesk and Enquiries Centre" contract to Sitel UK Ltd, valued at £2,942,917. This service will operate 24/7 to manage inquiries via various communication channels, enhancing public engagement for HS2 projects. The contract commenced on 4th February 2019 and will run until 3rd February 2023. The procurement process occurred through a selective method via the Crown Commercial Services Contact Centre Services Framework Agreement, specifically under Lot 2: Contact Centre Services.

This contract presents significant opportunities for businesses in the customer service and helpdesk sectors, particularly for small and medium-sized enterprises (SMEs) that may offer innovative solutions in public engagement. Companies specialising in multi-channel communication, user support, and information management would be well-suited to compete in similar future tenders, driving growth through government partnerships.

## Notice

HS2 Ltd has awarded a contract to Sitel UK Ltd for the provision of a 24-hour, 365 day Helpdesk and Enquiries Centre. The service will manage and respond to all external HS2 Ltd enquiries received by telephone, email, social media, live web chats and white copy, acting as the public facing representative and the first point of contact for all inbound HS2 Ltd contact. The contract is for four years in duration. To appoint the supplier HS2 Ltd conducted a further competition through Crown Commercial Services Contact Centre Services Framework Agreement, Lot 2: Contact Centre Services (REF: RM3815).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/81dfc66f-49c1-447d-acc0-f9aeb9192557 |
| 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 | 15 May 2019 |
| Submission deadline | 15 Oct 2018 |
| Future notice date | Not specified |
| Award date | 21 Jan 2019 |
| Contract period | 4 Feb 2019 - 3 Feb 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,942,917 |
| Lots value | Not specified |
| Awards value | £2,942,917 |
| 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 | TLG West Midlands (England) |

## 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

- 15 May 2019 at 08:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/81dfc66f-49c1-447d-acc0-f9aeb9192557

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/81dfc66f-49c1-447d-acc0-f9aeb9192557
  15th May 2019 - 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-de19c6da-e2fb-4d41-bb01-223c1acc1563. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-de19c6da-e2fb-4d41-bb01-223c1acc1563.json.