---
title: "Contact Centre as a Service"
ocid: "ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "MONEY AND PENSIONS SERVICE"
published: "2025-11-04"
---

# Contact Centre as a Service

Buyer: MONEY AND PENSIONS SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d

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## Summary

The public procurement process for the "Contact Centre as a Service" contract has been concluded by the Money and Pensions Service (MaPS), a UK-based buying organisation. The procurement sought to enhance customer engagement through a comprehensive contact management solution. The buyer leveraged a call-off from a framework agreement, employing a selective procurement method for this award. The contract, valued at £9,187,844, covers a period from 24th October 2025 to 23rd October 2027. The industry category falls under contact management software, with a specific focus on the South East region of the United Kingdom. The procurement stage is marked as complete with a formal award notice dated 16th October 2025, emphasising the strategic alignment with MaPS's objectives.

This contract offers substantial opportunities for businesses specialising in contact management solutions, cloud-based communication services, and integrated software solutions. Small and medium enterprises (SMEs), particularly those with expertise in managing multi-channel customer engagement platforms like phone, webchat, and social media, would find this contract pertinent to their growth. The awarded supplier, Kerv Digital Limited, exemplifies the kind of organisation well-suited for such an opportunity, given its status as an SME with the capacity to deliver both national and international communication services. Businesses with a focus on innovative software integrations and telecommunications service support stand to gain significantly through similar future contracts.

## Notice

This contract will ensure the continuation of the contact centre as a service to support MaPS in achieving its strategic objectives, particularly customer engagement. It enables MaPS to centrally manage phone, webchat, email and social media, including product updates, reducing the need to manage various software solutions individually. The core elements of the contract include the ability to procure licences for Genesys and its associated App Foundry Integrations, national and international outbound calls both on mobile and landline, SMS and WhatsApp, SIP service and support.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c146e70b-0de7-438c-a032-5caf41b41417 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Nov 2025 |
| Submission deadline | 19 Jun 2025 |
| Future notice date | Not specified |
| Award date | 15 Oct 2025 |
| Contract period | 23 Oct 2025 - 23 Oct 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £9,187,844 |
| Lots value | Not specified |
| Awards value | £9,187,844 |
| 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 | MONEY AND PENSIONS SERVICE |
| Locality | BEDFORD |
| Post town | Central London |
| Postcode | EC1N 2TD |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Holborn & Covent Garden |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KERV DIGITAL |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48333000 - Contact management software package

## Release History

- 4 Nov 2025 at 09:26 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c146e70b-0de7-438c-a032-5caf41b41417

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c146e70b-0de7-438c-a032-5caf41b41417
  4th November 2025 - 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-fbd853dc-42b6-48a2-bd40-347601544b7d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fbd853dc-42b6-48a2-bd40-347601544b7d.json.