---
title: "Citizen Facing Contact Centre Services"
ocid: "ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ENGLAND"
published: "2023-10-26"
---

# Citizen Facing Contact Centre Services

Buyer: NHS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410.json)

## Summary

The procurement process for the "Citizen Facing Contact Centre Services" contract was led by NHS England and outsourced to TELEPERFORMANCE LIMITED. The contract, valued at £28,000,000, was awarded on 29th September 2023. The procurement method used was selective, involving a call-off from a framework agreement. The contract period is from 29th September 2023 to 13th May 2028. The contact centre services will be based in Leeds, LS1 4AP, England, providing opportunities for organisations in the call centre industry.

This public procurement contract for contact centre services offers growth opportunities for large-scale businesses like TELEPERFORMANCE LIMITED. The contract presents a significant financial opportunity with a value of £28,000,000 over the contract period. Businesses in the call centre industry, especially those experienced in providing outsourced services, would be well-suited to compete for this tender. The selective procurement method used allows for competition while providing a structured process for awarding the contract.

## Notice

Outsourced Contact Centre Services

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0cf68bc8-b01f-4826-8de2-a5d63490dc6b |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Not specified |
| 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 | 26 Oct 2023 |
| Submission deadline | 5 May 2023 |
| Future notice date | Not specified |
| Award date | 28 Sep 2023 |
| Contract period | 28 Sep 2023 - 13 May 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £28,000,000 |
| Lots value | Not specified |
| Awards value | £28,000,000 |
| 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 | NHS ENGLAND |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS1 4AP |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Hunslet & Riverside |
| Westminster constituency | Leeds South |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 26 Oct 2023 at 08:46 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0cf68bc8-b01f-4826-8de2-a5d63490dc6b
- 26 Oct 2023 at 08:42 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9d710ece-a1d2-4b78-ac6c-9b11f5ddda42
- 20 Oct 2023 at 11:29 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/620051da-30ca-40f0-9daf-221ac72db23b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0cf68bc8-b01f-4826-8de2-a5d63490dc6b
  26th October 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/9d710ece-a1d2-4b78-ac6c-9b11f5ddda42
  26th October 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/620051da-30ca-40f0-9daf-221ac72db23b
  20th October 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9058e2a2-81a4-4492-835f-1c4baeaf71e8
  C207759 (16.10.23) - C207759_Teleperformance Limited_Citizen Fac_1568434_1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7de5eca4-3cd5-417c-a943-d82a98fe2cd8
  C207759 (16.10.23) - C207759_Teleperformance Limited_Citizen Fac_1568434_1

## 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-f5df61de-0d7b-462c-850c-70bc21ba8410. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f5df61de-0d7b-462c-850c-70bc21ba8410.json.