---
title: "Audience Services"
ocid: "ocds-h6vhtk-04453f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04453f"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04453f.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04453f.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE BRITISH BROADCASTING CORPORATION (BBC)"
published: "2025-05-06"
---

# Audience Services

Buyer: THE BRITISH BROADCASTING CORPORATION (BBC)  
Current stage: Award  
OCID: ocds-h6vhtk-04453f

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## Summary

The British Broadcasting Corporation (BBC) has completed its procurement process to award a contract for "Audience Services" under the industry category of customer services, with a location focus in the UK. The contract, valued at £40.6 million, was signed on 8th April 2025 with Serco Limited, marking the completion of this procurement stage. The procurement used a competitive procedure with negotiation, highlighting a well-structured, strategic selection process. The awarded contract is subject to English law and includes a 12-month transition period starting 16th April 2026, with an initial term of five years and potential extensions of up to three years, reaching a possible maximum duration of eight years.

This tender offers significant opportunities for business growth, particularly for companies involved in customer management services and those integrating technological innovations to enhance service efficiency. The procurement process aims to ensure that businesses can leverage new technologies like AI to maximise operational efficiency and audience engagement for the BBC. Companies that can provide innovative solutions or demonstrate the ability to effectively use rich data for audience insights will be particularly well-suited to compete. The BBC’s need for a supplier to deliver comprehensive end-to-end services offers a promising opportunity for businesses capable of aligning with the BBC’s strategic objectives and leveraging digital advancements to create value.

## Notice

The BBC has procured customer management services to support a broad range of services including: * Handling editorial and non-editorial complaints * Responding to enquiries * Managing comments & appreciations * Technical support for iPlayer, Sounds, BBC Account * Reception Advice * BBC Action Lines * BBC Charitable Appeals & Donations collections (Lifeline & Radio 4) * Artist mail * Ticketing for BBC shows * 'Take Part' in a show * BBC Switchboard The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.

### Lot Information

Lot 1

The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. Examples of potential use cases already identified include: * Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses * Drawing from our Knowledge database to draft responses for agents to review * Increasing audience self-service via dynamic FAQ surfaced using Chatbot We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.

Options: The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC's discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/019138-2025 |
| 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 | 6 May 2025 |
| Submission deadline | 3 Apr 2024 |
| Future notice date | Not specified |
| Award date | 7 Apr 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £47,920,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £40,600,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE BRITISH BROADCASTING CORPORATION (BBC) |
| Locality | LONDON |
| Post town | West London |
| Postcode | W1A 1AA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | West End |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 22 - Printed matter and related products
- 64 - Postal and telecommunications services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 22459000 - Tickets
- 64214200 - Telephone switchboard services
- 79342300 - Customer services

## Release History

- 6 May 2025 at 13:53 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/019138-2025
- 4 Mar 2024 at 15:17 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006873-2024

## Notice URLs

- http://www.bbc.co.uk/supplying/
- https://bbc.bravosolution.co.uk
- https://bbc.bravosolution.co.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-04453f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04453f.json.