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Find a TenderAwarded without competition
Published 15 Aug 2023, 15:54 BST

Official UK procurement notice

DVSA Contact Centre Additional Capacity - Call Surges 2023

Official notice

Authority: Department for Transport (Central government)

ServicesAward procedure without prior publication of a call for competition
Sectors: Business Services & Consultancy (79) Delivery: UK
Awarded value£3,417,608published contract · exc. VAT
Awarded 19 Jul 2023no call for competition
Awarded to Foundever GB Limited

What is being bought

Published requirement description

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

CPV: Call centre

The lotProcurement structure

single lot · no lot value published
Lot #1DVSA wishes to establish a formal call off arrangement to allow for rapid response to…Awarded

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

Delivery: UK

Procedure terms & legal framework

From the official record
Procedure method
Award procedure without prior publication of a call for competition
Legal basis
CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category
Services
Notice status
Awarded without competition
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Direct award (no call for competition)
GPA / WTO covered
Unspecified in notice
Recurring procurement
Unspecified in notice
First published
15 Aug 2023, 15:54 BST
Last source update
15 Aug 2023, 15:54 BST
Authority reference
K280021966
FTS notice number
2023/S 000-023933
Classification (CPV)
Call centre
Delivery area
UK
Official registry OCID
ocds-h6vhtk-03f010 Find a Tender
Why no open competition
The procurement falls outside the scope of application of the directive
Published justification

This is a call off from a CCS framework

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 1
Awarded value £3,417,6081 contract exc. VAT
Bids received 3
Contracts signed 1latest 19 Jul 2023
Awarded toValueDateStatus
Foundever GB Limited£3,417,608 †—Awarded

Contracts

Bid statistics published by the authority

BidsSMEVCSEValid bid range
3bids———

Contracting authority & participating public bodies

Department for Transport

Contracting authorityCentral GovernmentBody governed by public lawGeneral public services Berkeley House, Croydon Street, Bristol, UK, BS5 0DAContact email

Dispute resolution & review bodies

Bidders & participating suppliers

1 commercial party on the notice
  • Foundever GB LtdAwarded supplier Earlsdon Park, 53-55 Butts Road, Coventry, UK, CV1 3BH

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.