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Published 4 Apr 2021, 22:56 BST

Official UK procurement notice

Contact Centres and Business Services

Official notice

Authority: The Minister for the Cabinet Office acting through Crown Commercial Service (Central government)

Framework agreement3 lotsServicesOpen procedure
Sectors: Administration, defence and social security services (75) Delivery: UK
Framework ceiling (notional)£3,500,000,000total for 3 lots · framework ceiling, not attributable revenue · 1 value update
Submissions closed 4 May 2021awarded 10 Aug 2021
Lots 3see the lot list below

What is being bought3 lots · detail below

Published requirement description

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.

CPV: Accounting and auditing services · Accounting review services · Accounting services · Accounting, auditing and fiscal services · Administration services · Administrative services for business operations · Advertising and marketing services · Advertising campaign services · Advertising consultancy services · Advertising services · Assessment centre services for recruitment · Bookkeeping services · +42 more

How this framework works

From the published notice
Bids received
32 bids on the busiest of 2 lots · 20 suppliers appointed

Lots and requirements (3)Procurement structure

3 lots · 2 with a published value · same evaluation weights on every lot
Lot #1Contact CentresAwardedPublished value£1,500,000,000

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.

Delivery: UK
Variant bids: not allowed
75100000 Administration services75130000 Supporting services for the government79340000 Advertising and marketing services79341000 Advertising services79341100 Advertising consultancy services79341400 Advertising campaign services
Lot #2Business ServicesAwardedPublished value£2,000,000,000

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.

Delivery: UK
Variant bids: not allowed
48400000 Business transaction and personal business software package48450000 Time accounting or human resources software package48451000 Enterprise resource planning software package48480000 Sales, marketing and business intelligence software package75100000 Administration services75112000 Administrative services for business operations
Lot #3All LotsLot estimate not published
Delivery: UK

What it takes to win
i

How this buyer will score bids.

The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more
How bids were scored · same split on all 2 lots
Quality: 80%Price: 20%
Published award criteria (2)
  • Quality: 80
  • Price: 20
Conditions of participation1
  • Suitability

    Candidates will be assessed in accordance with Section 5 of the 2015 Public Contract Regulations (implementing the directive) on the basis of information provided in response to an invitation to tender (ITT) registering for access.

What this means for your bid
  • Price carries 20 of 100 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.
  • “Contact Centres and Business Services” is a framework: the contest is a place on its panel, not a single contract.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record · publisher note attached
Procedure method
Open procedure
Legal basis
CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category
Services
Notice status
Awarded
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Framework agreement
Who may use this agreement
Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type
Competitive procedure
GPA / WTO covered
Yes (GPA)
Recurring procurement
No (one-off requirement)
First published
4 Apr 2021, 22:56 BST
Last source update
8 Apr 2025, 15:23 BST
Award evaluation window
4 May 2021 – …
Authority reference
RM6181
FTS notice number
2025/S 000-013734
Classification (CPV)
Accounting and auditing servicesAccounting review servicesAccounting servicesAccounting, auditing and fiscal servicesAdministration servicesAdministrative services for business operationsAdvertising and marketing servicesAdvertising campaign servicesAdvertising consultancy servicesAdvertising services
+44 moreAssessment centre services for recruitmentBookkeeping services
Delivery area
UK
Official registry OCID
ocds-h6vhtk-02a266 Find a Tender
Contract terms
Electronic trading
e-invoicing allowed · electronic ordering · electronic payment

Publisher note: The value provided in Section II.1.7 is only an estimate. We cannot guarantee to suppliers any business through this Commercial Agreement. As part of this contract award notice the following can be accessed at: https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5 1) Redacted Commercial Agreement; 2) List of Successful Suppliers; 3) Customer list On 2.4.2014 Government introduced its Government Security Classifications (GSC) scheme which replaced Government Protective Marking Scheme (GPMS). A key aspect is the reduction in the number of security classifications used. All bidders were required to make themselves aware of the changes as it may impact this requirement. This link provides information on the GSC at: https://www.gov.uk/government/publications/government-securityclassifications Cyber Essentials is a mandatory requirement for Central Government contracts which involve handling personal information or provide certain ICT products/services. Government is taking steps to reduce the levels of cyber security risk in its supply chain through the Cyber Essentials scheme. The scheme defines a set of controls which, when implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet. To participate in this procurement, bidders were required to demonstrate they comply with the technical requirements prescribed by Cyber Essentials, for services under and in connection with this procurement.

How it was run

Official notice
Run through: Jaggaer · Who buys & how to bid on JAGGAER
Supplier login requiredLanguage: EN
Access & registration note: Free; latest Chrome/Edge/Firefox only — corporate browsers fail
Appointment period ends
4 May 2021, 15:00 BST
Submission channel
{"electronicSubmission","written"}
Accepted languages
en
Bid validity
180 days from the deadline
Bids opened
4 May 2021, 15:01 BST
Detailed submission instructions & authority contactsFrom official release

crowncommercialservice.bravosolution.co.uk ↗

Timeline

4 May 2021 → 8 Apr 2025 · 3 dates
  1. Admission / appointment period endsperiod end, not a bid countdown
    4 May 2021, 15:00 BST
  2. Bids opened
    4 May 2021, 15:01 BST
  3. Notice published
    8 Apr 2025, 15:23 BST

Notice history

5 events · 4 releases on Find a Tender · since 27 Jul 2021
  1. Published value published: £3,500,000,000
    27 Jul 2021, 18:14 BST
  2. Status changed to active
    27 Jul 2021, 18:14 BST
  3. Procurement method changed
    27 Jul 2021, 18:14 BST
  4. Deadline moved to 4 May 2021, 15:00 BST
    27 Jul 2021, 18:14 BST
    -6 days · was 10 May 2021, 15:00 BST
  5. Status changed to complete
    23 Aug 2021, 22:45 BST
Published amendments (1 · 1 deadline change)
WhenWhatBeforeAfterShift
—DeadlineIV.2.24 May 202110 May 2021+6 d
—Bid openingIV.2.74 May 202110 May 2021+6 d

1 amendment published without a description.

Routine re-releases (4)
  • 2021-04: 1 release · 4 Apr 2021

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Suppliers appointed 20admitted to the panel · see the list ↓
Bids received 32busiest of 2 lots
Contracts signed 20latest 10 Aug 2021

23 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.

Contracts

All 12 of these contracts carry the same published figure, £1,500,000,000, the framework's maximum for the whole notice, not each contract's own value. They are not eleven separate sums.

  • Contact Centres and Business Services

    Signed
    10 Aug 2021
    Value
    £3,500,000,000
    Status
    active
    • Change The modification is a 6 month extension on existing terms, bringing the end date to 9 February 2026. There will be no adjustment to price., Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: This extension is applied due to circumstances that we could not reasonably foresee (being a delay to the PA2023)

  • Contract 020738-2021-1

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-10

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-11

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-12

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-13

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-14

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-15

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-16

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-17

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-18

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-19

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-2

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-20

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-21

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-22

    Signed
    10 Aug 2021
    Value
    £2,000,000,000
    Status
    active

  • Contract 020738-2021-3

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-4

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-5

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

  • Contract 020738-2021-6

    Signed
    10 Aug 2021
    Value
    ceiling above
    Status
    active

Bid statistics published by the authority

LotBidsSMEVCSEValid bid range
1 · Contact Centres32bids———
2 · Business Services7bids———

Contracting authority & participating public bodies

The Minister for the Cabinet Office acting through Crown Commercial Service

Contracting authorityCentral GovernmentMinistry or any other national or federal authority, including their regional or local subdivisionsGeneral public services The Capital Building, Old Hall Street, Liverpool, UK, L3 9PPContact email, phone Published organisation website ↗

Framework contractors & participating bidders

20 commercial parties on the notice
Show 10 more suppliers

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

  • Technical selection criteriatenderTechnical selection criteria
  • Economic and financial selection criteriatenderEconomic and financial selection criteria