---
title: "DoF - Digital NI - Contact Centre Services for Government"
ocid: "ocds-h6vhtk-02927b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02927b"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02927b.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02927b.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "DEPARTMENT OF FINANCE"
published: "2022-01-25"
---

# DoF - Digital NI - Contact Centre Services for Government

Buyer: DEPARTMENT OF FINANCE  
Current stage: Award  
OCID: ocds-h6vhtk-02927b

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## Summary

The Department of Finance (DoF) in Belfast is currently in the process of procuring a comprehensive digital contact centre solution, titled "DoF - Digital NI - Contact Centre Services for Government." This procurement falls under the services industry category, specifically focusing on call centre services. The contract is expected to have a maximum value of £100 million and aims to establish a fully managed contact centre capable of addressing existing and future public service needs. The procurement is in the active stage, with the tender process initiated on 11th February 2021, and it projected to end on 15th March 2021. The supplier will be responsible for setting up a 24/7 emergency response line and various technology solutions, with a notable completion deadline for the transition of services by 10th October 2022.

This procurement opportunity presents significant growth prospects for businesses specialising in contact centre operations, telecommunications, and related service provisions. Companies capable of offering scalable solutions that can adapt to the needs of multiple public sector clients will be particularly competitive. The initiative underlines the Northern Ireland public sector's strategy to consolidate contact centre services for enhanced efficiency and cost savings, potentially opening the door for innovative service providers looking to enter or expand within the public contracting landscape.

## Notice

DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government's recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations).

### Lot Information

Lot 1

DoF is seeking to procure the services of a Supplier to deliver the following services as a minimum; a) Provision of a fully managed Contact Centre solution that can service the current needs and outcomes for Citizens. The Supplier is required to provide the infrastructure, technology, management, and resourcing of the Contact Centre. b) Servicing and management of calls for a 24,7 Flooding Incident Line requirements. c) Servicing and management of calls for Emergency Response requirements. d) Technology solutions deployed in the Contact Centre are to be extendable to back office Satellite Services to enable internal business areas to manage their own contacts and calls. In support of the above requirements, the following also needs to be provided; The Supplier will be required to plan and manage the transition of the services including engagement with the existing Supplier to ensure full Transition is completed no later than the 10th October 2022. The Northern Ireland NI Public Sector requirements for future Contact Centre services, coupled with pressures elsewhere in the NI public sector and the UK Government's recognition of the need to consolidate common service provision, drives the requirement to consolidate Contact Centre Services for potential cost savings across the NI public sector. The scope of the new Contract will be scalable to cover the needs for shared Contact Centre services across the NI public sector. The transition of services will cover the existing service users (referred to Phase 1 organisations) whereas the Phase 2 organisations may opt to use this Contract at a later stage. PHASE 1 organisations are (procured and priced as part of this Procurement) - Northern Ireland Civil Service (NICS) Departments (including the Department of Finance (DoF) as the contracting party on behalf of all organisations), The Executive Office, Department of Agriculture, Environment and Rural Affairs, Department for Communities, Department of Education, Department for the Economy, Department of Finance, Department for Infrastructure, Department of Health, Department of Justice, Public Prosecution Service for NI, Compensation Agency, Driver and Vehicle Agency (DVA), Forensic Science Northern Ireland, Forest Service, Land and Property Services (LPS), Northern Ireland Courts and Tribunals Service (NICTS), Northern Ireland Environment Agency (NIEA), Northern Ireland Prison Service, Northern Ireland Statistics and Research Agency (NISRA), Northern Ireland Legal Services Agency (LSA), Rivers Agency, Youth Justice Agency, Charity Commission for Northern Ireland, Consumer Council for Northern Ireland, Education Authority, Health and Safety Executive for Northern Ireland (HSENI), Northern Ireland Civil Service Pension Board, Northern Ireland Office, Northern Ireland Audit Office (NIAO), Armagh City, Banbridge and Craigavon Borough Council (Planning Services ) and PHASE 2 organisations are (procured and a mechanism for pricing established as part of this Procurement should such organisations ascribe to this contract at a later stage). Other public sector organisations such as those bodies as covered by the Northern Ireland Public Procurement Policy (as listed in the attached document with this competition - Phase 2 Organisations).

Options: To allow for a sufficient return of investment, 7 years is considered an appropriate Contract duration. There will be an opportunity to extend the contract for an additional 2 years. Therefore, the potential maximum contract length is 9 years 7 years initial period and a potential 2 year extension.

Renewal: To allow for a sufficient return of investment 7 years is considered an appropriate duration. There will be an opportunity to extend the contract for an additional 2 yrs. Therefore, the potential max. contract length is 9 years (7 years initial period and a potential 2 year extension). PS100m is the estimated value of the contract over the 9 year period.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/002124-2022 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jan 2022 |
| Submission deadline | 15 Mar 2021 |
| Future notice date | Not specified |
| Award date | 17 Jan 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £100,000,000 |
| Lots value | £100,000,000 |
| Awards value | Not specified |
| Contracts value | £100,000,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT OF FINANCE |
| Additional buyers | DEPARTMENT OF FINANCE DOF |
| Locality | BELFAST |
| Post town | Northern Ireland |
| Postcode | BT3 9ED |
| Country | Northern Ireland |
| ITL 1 | TLN Northern Ireland |
| ITL 2 | TLN0 Northern Ireland |
| ITL 3 | TLN06 Belfast |
| Local authority | Belfast |
| Electoral ward | Sydenham |
| Westminster constituency | Belfast East |
| Delivery location | TLN0 Northern Ireland |

## Supplier

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

## CPV Codes

### Divisions

- 30 - Office and computing machinery, equipment and supplies except furniture and software packages
- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services
- 66 - Financial and insurance services
- 72 - IT services: consulting, software development, Internet and support
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 30200000 - Computer equipment and supplies
- 32522000 - Telecommunications equipment
- 32523000 - Telecommunications facilities
- 32524000 - Telecommunications system
- 64100000 - Post and courier services
- 64200000 - Telecommunications services
- 66172000 - Financial transaction processing and clearing-house services
- 72500000 - Computer-related services
- 75100000 - Administration services
- 75130000 - Supporting services for the government
- 79211110 - Payroll management services
- 79342300 - Customer services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79521000 - Photocopying services
- 79530000 - Translation services
- 79540000 - Interpretation services
- 79570000 - Mailing-list compilation and mailing services
- 79600000 - Recruitment services
- 79992000 - Reception services
- 79993000 - Building and facilities management services
- 79994000 - Contract administration services
- 79996100 - Records management
- 79999000 - Scanning and invoicing services

## Release History

- 25 Jan 2022 at 10:55 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/002124-2022
- 11 Feb 2021 at 17:08 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002836-2021

## Notice URLs

- https://etendersni.gov.uk/epps

## 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-h6vhtk-02927b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02927b.json.