---
title: "Contact Centres and Business Services"
ocid: "ocds-h6vhtk-02a266"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a266"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a266.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a266.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE"
published: "2025-04-08"
---

# Contact Centres and Business Services

Buyer: THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-h6vhtk-02a266

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## Summary

The Minister for the Cabinet Office, acting through Crown Commercial Service (CCS), has awarded a contract for "Contact Centres and Business Services" under the framework agreement RM6181. The contract, with an estimated value of £3.5 billion, involves the provision of outsourced contact centre services, shared services, and operational business process services. The awarded suppliers will engage with UK Central Government and broader public sector bodies, including NHS organisations, local authorities, and charities. The contract is signed on 10th August 2021, and runs for a duration of 1440 days, ending on 9th February 2026 due to a six-month extension. Two lots are included: Lot 1 for Contact Centres and Lot 2 for Business Services, with delivery addresses across the UK.

This tender offers substantial business growth opportunities for companies specialising in administration services, financial accounting, HR, payroll, and procurement services. Well-suited businesses include those with robust cyber security measures in place, especially compliant with Cyber Essentials Plus, given the framework’s stringent requirements for handling personal or sensitive data in ICT projects. Suppliers may benefit from catering to both citizen and industry engagement through contact centres and providing essential business services within the stipulated framework, thereby ensuring steady revenue streams. Companies with experience in providing government services, customer care, and operational support at a large scale will be particularly competitive in bidding for this contract.

## Notice

Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies. The framework has 2 lots: Lot 1 Contact Centres - for the provision of contact centres servicing citizen and industry engagement with the public sector. Lot 2 Business Services - for the provision of financial accounting, HR, payroll, and source-to-pay business services.

### Lot Information

Contact Centres

Lot 1 Contact Centres was for the provision of contact centres servicing citizen and industry engagement with the public sector. The full scope of Lot 1 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.

Business Services

Lot 2 Business Services was for the provision of financial accounting, HR, payroll, and source-to-pay business services. The full scope of Lot 2 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.

All Lots

Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies. The framework has 2 lots: Lot 1 Contact Centres - for the provision of contact centres servicing citizen and industry engagement with the public sector. Lot 2 Business Services - for the provision of financial accounting, HR, payroll, and source-to-pay business services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/013734-2025 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large, SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Apr 2025 |
| Submission deadline | 4 May 2021 |
| Future notice date | Not specified |
| Award date | 9 Aug 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,500,000,000 |
| Lots value | £3,500,000,000 |
| Awards value | Not specified |
| Contracts value | £7,000,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE |
| 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 | 20 |
| Supplier names | ACCENTURE (UK; ARVATO; CAPITA BUSINESS SERVICES; CHARLES NOVACROFT DIRECT; FULL LIST OF SUCCESSFUL SUPPLIERS IS AVAILABLE ON CONTRACTS FINDER; G4S FACILITIES MANAGEMENT (UK; GO-CENTRIC; HINDUJA GLOBAL SOLUTIONS UK LTD (HGS; LIBERATA; NCO EUROPE; NHS SHARED BUSINESS SERVICES; RESQ; SERCO; SHARED SERVICES CONNECTED; SITEL; TELEPERFORMANCE; THE CONTACT; THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE (CCS; TTEC (UK) SOLUTIONS; VENTRICA |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48400000 - Business transaction and personal business software package
- 48450000 - Time accounting or human resources software package
- 48451000 - Enterprise resource planning software package
- 48480000 - Sales, marketing and business intelligence software package
- 75100000 - Administration services
- 75112000 - Administrative services for business operations
- 75130000 - Supporting services for the government
- 75131100 - General personnel services for the government
- 79200000 - Accounting, auditing and fiscal services
- 79210000 - Accounting and auditing services
- 79211000 - Accounting services
- 79211100 - Bookkeeping services
- 79211110 - Payroll management services
- 79211120 - Sales and purchases recording services
- 79211200 - Compilation of financial statements services
- 79212500 - Accounting review services
- 79340000 - Advertising and marketing services
- 79341000 - Advertising services
- 79341100 - Advertising consultancy services
- 79341400 - Advertising campaign services
- 79342000 - Marketing services
- 79342100 - Direct marketing services
- 79342200 - Promotional services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79342320 - Customer-care services
- 79400000 - Business and management consultancy and related services
- 79414000 - Human resources management consultancy services
- 79418000 - Procurement consultancy services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79520000 - Reprographic services
- 79530000 - Translation services
- 79540000 - Interpretation services
- 79550000 - Typing, word-processing and desktop publishing services
- 79560000 - Filing services
- 79570000 - Mailing-list compilation and mailing services
- 79600000 - Recruitment services
- 79610000 - Placement services of personnel
- 79630000 - Personnel services except placement and supply services
- 79631000 - Personnel and payroll services
- 79635000 - Assessment centre services for recruitment
- 79990000 - Miscellaneous business-related services
- 79994000 - Contract administration services
- 79995000 - Library management services
- 79996000 - Business organisation services
- 79996100 - Records management
- 79997000 - Business travel services
- 79999000 - Scanning and invoicing services
- 79999100 - Scanning services
- 79999200 - Invoicing services

## Release History

- 8 Apr 2025 at 14:23 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/013734-2025
- 23 Aug 2021 at 21:45 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/020738-2021
- 27 Jul 2021 at 17:14 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006901-2021
- 4 Apr 2021 at 21:56 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006936-2021

## Notice URLs

- https://crowncommercialservice.bravosolution.co.uk
- https://ted.europa.eu/udl?uri=TED:NOTICE:502142-2019:TEXT:EN:HTML
- https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
- https://www.crowncommercial.gov.uk/
- https://www.gov.uk/ccs
- https://www.gov.uk/government/publications/government-securityclassifications

## 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-02a266. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02a266.json.