---
title: "Contact Centre Services"
ocid: "ocds-h6vhtk-02b2df"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b2df"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b2df.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b2df.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "UNIVERSITY OF NOTTINGHAM (THE)"
published: "2021-07-13"
---

# Contact Centre Services

Buyer: UNIVERSITY OF NOTTINGHAM (THE)  
Current stage: Award  
OCID: ocds-h6vhtk-02b2df

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02b2df.json)

## Summary

The University of Nottingham is seeking a provider for Contact Centre Services to support their call centre operation for the University Clearing process from 1st July 2021 to 31st August 2021. Due to the increased uncertainty stemming from Covid-19, they require a substantial number of call handlers, particularly from 10th to 12th August when the staffing need could rise to 300. The procurement process, which was classified under the services category with CPV code 79512000 (call centre), was implemented through a limited procedure without prior publication, with the intended contract value of £350,000. The contract was awarded to Serco Limited following an assessment of bids during a time-sensitive negotiation phase.

This tender opportunity presents significant growth potential for businesses specialising in call centre operations, particularly those equipped to rapidly scale resources during peak periods. Companies experienced in handling high volumes of incoming calls and providing training and transition support would be well-positioned to compete in this procurement. The adaptability and swift deployment of resources, especially in a context influenced by Covid-19, will likely be crucial factors in securing contracts in similar tenders in the future.

## Notice

A Contact Centre Service provider is required to support the University's call centre operation for the University Clearing process from the 1st July 2021 to 31st August. The university cannot resource the prolonged call centre support that is needed this year, due to the increased uncertainty within the applicant community caused by the Covid-19 impacts on study and examinations. During this period it is anticipated that 20 call handlers will be required, rising to 300 during the 10th to 12th August 2021. Call handlers are required to support on three types of line: Clearing Hotline; Confirmation Hotline; Medicine & Health Sciences Hotline.

### Lot Information

Lot 1

Contact Centre Services contract to provide the anticipated call handlers, training and the necessary resources to support the transition and mobilisation of the service.

Options: The term of the agreement may be extended for a further 12 months

### Procurement Information

Under Regulation 32(2)(a), contracting authorities may award public contracts by a negotiated procedure without prior publication where no tenders, no suitable tenders, no requests to participate or no suitable requests to participate have been submitted in response to an open procedure or a restricted procedure, provided that the initial conditions of the contract are not substantially altered and that a report is sent to the Commission where it so requests. Following an Expression Of Interest to the Commercial Services Framework RM3815, Lot 2 - Contact Centre Services, only two out of the eight suppliers on the framework confirmed their interest to participate. The authority proceeded to conduct a Further Competition via the Crown Commercial Services Framework RM3815, Lot 2 - Contact Centre Services but only received one noncompliant bid from Serco Limited. The authority has considered the options arising as a consequence of the above processes and in light of the time sensitive nature of the required services, the authority thereby sets out its intention to award the contract to Serco Limited through the use of the negotiated procedure without prior publication. The authority has undertaken due care to ensure that the conditions of the contract shall be substantially the same as initial conditions of contract previously advertised under the Further Competition, including the scope/specification of the services and all necessary and applicable reports shall be sent to the Cabinet Office.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/016310-2021 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Jul 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 18 May 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £350,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | UNIVERSITY OF NOTTINGHAM (THE) |
| Locality | NOTTINGHAM |
| Post town | Nottingham |
| Postcode | NG7 2NR |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF1 Derbyshire and Nottinghamshire |
| ITL 3 | TLF14 Nottingham |
| Local authority | Nottingham |
| Electoral ward | Lenton & Wollaton East |
| Westminster constituency | Nottingham South |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 13 Jul 2021 at 09:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/016310-2021
- 19 May 2021 at 15:36 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/011118-2021

## Notice URLs

- https://www.nottingham.ac.uk/

## 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-02b2df. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02b2df.json.