---
title: "DVSA Contact Centre Additional Capacity - Call Surges 2023"
ocid: "ocds-h6vhtk-03f010"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f010"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f010.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f010.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "DEPARTMENT FOR TRANSPORT"
published: "2023-08-15"
---

# DVSA Contact Centre Additional Capacity - Call Surges 2023

Buyer: DEPARTMENT FOR TRANSPORT  
Current stage: Award  
OCID: ocds-h6vhtk-03f010

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## Summary

The Department for Transport has awarded a contract for "DVSA Contact Centre Additional Capacity - Call Surges 2023" to Foundever GB Ltd. This service procurement falls under the category of call center services. The procurement method used was a limited procedure without prior publication of a call for competition. The contract value is £3,417,608 and was signed on 19th July 2023. The location of the contracting authority is Bristol, United Kingdom.

This tender provides an opportunity for businesses that specialize in call center services to compete for providing additional call centre capacity to the Driver and Vehicle Standards Agency. Suitable businesses would need to have the capability to handle sudden surges in call volumes efficiently. The procurement stage has reached the award phase, indicating the completion of the process.

## Notice

Surges in call volumes during the Covid-19 pandemic resulted in the Driver and Vehicle Standards Agency (DVSA) requiring additional call centre resource at short notice. These surges were managed on DVSA's behalf by Capita and details of the volumes handled are included within this tender pack. 'Normal' call volumes are also illustrated. DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly - and only in the event that call volume pressures are experienced as such that DVSA-employed call centre staff cannot cope. No surges of the magnitude experienced in 2020 are forecast unless further national lockdown restrictions are imposed

### Lot Information

Lot 1

DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly - and only in the event that call volume pressures are experienced as such that DVSA-employed call centre staff cannot cope. No surges of the magnitude experienced in 2020 are forecast unless further national lockdown restrictions are imposed

### Procurement Information

This is a call off from a CCS framework

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/023933-2023 |
| 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 | 15 Aug 2023 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 18 Jul 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £3,417,608 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT FOR TRANSPORT |
| Locality | BRISTOL |
| Post town | Bristol |
| Postcode | BS5 0DA |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK51 Bristol, City of |
| Local authority | Bristol, City of |
| Electoral ward | Lawrence Hill |
| Westminster constituency | Bristol East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FOUNDEVER GB |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 15 Aug 2023 at 14:54 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023933-2023

## Notice URLs

- http://www.gov.uk/dvsa

## 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-03f010. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03f010.json.