This notice announces an administrative change to an existing contract or market (a contract change notice). No new tender or admission is opened here; see the linked notices below for the original opportunity.
Official UK procurement notice
Outsourced Services · UK public procurement notice
Authority: Government Commercial Agency (Central government)
What is being bought2 lots · detail below
Published requirement descriptionThis framework is for the provision of a range of outsourced business services including contact centres, process administration, HR, Payroll, Procurement and Financial Administration.
- No preliminary market engagement: A preliminary market engagement notice was not published because the preliminary market engagement was undertaken, and notice of it provided in a PIN, prior to the Act coming into force.
CPV: Accounting and auditing services · Business services: law, marketing, consulting, recruitment, printing and security · Call centre · Office-support services · Other community, social and personal services · Payroll management services · Postal and telecommunications services · Procurement software package · Supply services of personnel including temporary staff · Telecommunications services · Telephone-answering services
How this framework works
From the published notice- Type
- Open framework
- Call-offs
- call-offs may be awarded directly or by further competition
- Bids received
- 35 bids on the busiest of 2 lots · 27 suppliers appointed
- Framework period
- 4 yrs from 2 Oct 2025
- Supplier levy on call-offs (max %)
1% of call-off value · The Supplier will pay, excluding VAT, 1% of all the Charges for the Deliverables invoiced to the Buyer under all Call-Off Contracts.
Who may buy through it
Refer to RM6295 Outsourced Services - Customer List for details of contracting authorities that may use the framework.
Published description of the framework
Refer to Framework Schedule 7 for details of the competitive selection processes for the award of contracts under this framework. In the event that there is a challenge to the Competition and such a challenge is confined to any one particular Lot, the Authority reserves the right to the extent that it is lawful to do so, to conclude a Framework Contract with the successful Suppliers in respect of the Lot(s) that has (have) not been so challenged." and this should go in the lot descriptions the rest is covered in the ITT The Authority also reserves the right to extend Lots by varying durations.
- Contingency Supervision Hub · Financial Conduct Authority · 2 Oct 2026
- BPO Payroll Services · Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency · 1 Oct 2026
- Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1 · London Borough of Barnet · 23 Sept 2026
- Provision of Interim Corporate Services to NHS Online Trust · NHS England · 18 Sept 2026
- Provision of Equality Advisory Support Service (EASS) · Cabinet Office · 4 Sept 2026
Notices that name this framework as their framework in the official record, latest 5 of 10. Many call-offs are never published, so this is a floor, not utilisation.
Lots and requirements (2)Procurement structure
2 lots · all with a published value · same conditions of participation on every lot · evaluation weights differ by lotEvery one of these 2 lots carries the same published figure, £2,500,000,000: it is the framework's maximum for the whole notice, not each lot's own budget, and no share per lot is published. The cards below say ceiling above rather than repeat it.
Lot #1Citizen ExperienceAwardedceiling above
Provides flexible and scalable fully outsourced contact centre services, inclusive of inbound and outbound contact capabilities for the public sector. You can access services such as:
- provision of information, products and services
- sending information to other citizens and industry
The agreement covers new and innovative ways of accessing contact centre services including, but not limited to:
- web chat
- social media
- online services
- voice/agent contact
Organisations can also access Transformation Consultancy if they need support with transforming and modernising their interactions with citizens and industry. Transformational Consultancy is only available as part of the service as a whole.
There is an optional service of Process Administration.
- Economic & financial standing
The conditions of participation relating to the legal and financial capacity are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
- Technical & professional ability
The conditions of participation relating to technical capability are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
Lot #2Business ServicesAwardedceiling above
Provides specialist support for the outsourcing of common back office functions including:
- Human Resources (HR)
- Financial Administration
- Payroll
- Procurement
- Economic & financial standing
The conditions of participation relating to the legal and financial capacity are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
- Technical & professional ability
The conditions of participation relating to technical capability are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
What it takes to wini
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 morei
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).
Lots publish different evaluation splits; there is no single procedure weighting.
| Lot | Quality | Price | Social value | Split |
|---|---|---|---|---|
| 1 · Citizen Experience | 80% | 10% | 10% | |
| 2 · Business Services | 80% | 10% | 10% |
- Economic & financial standing
The conditions of participation relating to the legal and financial capacity are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
- Technical & professional ability
The conditions of participation relating to technical capability are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.
- Price carries 10 points on every lot: a 10% discount moves about 1 point.
- “Outsourced Services” is a framework: the contest is a place on its panel, not a single contract: call-offs may be direct or by further competition.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Open procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Administrative change
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Framework agreement
- Who may use the vehicle
- Refer to RM6295 Outsourced Services - Customer List for details of contracting authorities that may use the framework.
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 14 Mar 2025, 15:42 GMT
- Last source update
- 9 Sept 2026, 12:37 BST
- Award evaluation window
- Submission end – 22 Sept 2025
- Authority reference
RM6295- FTS notice number
2025/S 000-009501- Latest notice
- Contract change notice (UK10)
- Classification (CPV)
- Delivery area in notice
- Official registry OCID
ocds-h6vhtk-04ed73Find a Tender
How it was run
Official notice- Appointment period ends
- 30 Apr 2025, 15:00 BST
- Clarification deadline
- 1 Apr 2025, 15:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
- Supplier levy on call-offs (max %)
call-off levy · 1% of call-off value · The Supplier will pay, excluding VAT, 1% of all the Charges for the Deliverables invoiced to the Buyer under all Call-Off Contracts.
Timeline
14 Mar 2025 → 9 Sept 2026 · 8 dates- Tender notice published14 Mar 2025, 15:42 GMT
- Clarification questions by1 Apr 2025, 15:00 BST
- Admission / appointment period endsperiod end, not a bid countdown30 Apr 2025, 15:00 BST
- Assessment summaries sent393 days ago22 Sept 2025, 00:00 BST
- Award decision expected by392 days ago22 Sept 2025, 23:59 BST
- Standstill ends383 days ago1 Oct 2025, 23:59 BST
- Contract starts383 days ago2 Oct 2025, 00:00 BST
- Latest notice published41 days ago9 Sept 2026, 12:37 BST
Notice history
10 events · 6 releases on Find a Tender · since 14 Mar 2025- Tender notice published14 Mar 2025, 15:42 GMTUK4
- Tender notice published24 Apr 2025, 14:00 BSTUK4
- Deadline moved to 29 Apr 2025, 15:00 BST24 Apr 2025, 14:00 BST+4 days · was 25 Apr 2025, 15:00 BST
- Tender notice published29 Apr 2025, 12:13 BSTUK4
- Deadline moved to 30 Apr 2025, 15:00 BST29 Apr 2025, 12:13 BST+1 days · was 29 Apr 2025, 15:00 BST
- Contract award notice published22 Sept 2025, 14:43 BSTUK6
- Status changed to complete22 Sept 2025, 14:43 BST
- Contract details notice published2 Oct 2025, 09:56 BSTUK7
- Contract signature expected2 Oct 2025, 23:59 BSTscheduled
- Contract change notice published9 Sept 2026, 12:37 BSTUK10
Routine re-releases (6)
- 2025-04: 2 releases · 24 Apr 2025, 29 Apr 2025
- 2025-03: 1 release · 14 Mar 2025
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast£2,500,000,000 is the framework's published maximum, restated by the publisher on 2 award rows. It is one ceiling, not 2 separate sums, and no share per lot is published; those rows read “ceiling above”.
| Awarded to | Value | Date | Status |
|---|---|---|---|
| Lot 1 · Citizen Experience1 award | |||
| CLEARANSWER CALL CENTRES LIMITED, Capita Business Services Ltd, DDC OUTSOURCING SOLUTIONS LIMITED, HINDUJA GLOBAL SOLUTIONS UK LIMITED, KONECTA UK LIMITED, MAXIMUS UK SERVICES LIMITED +15 more2 Oct 2025 – 1 Oct 2029 | ceiling above | 22 Sept 2025 | Awarded |
| Lot 2 · Business Services1 award | |||
| Accenture UK LimitedSME, Arvato Limited, CENTRIC HR LIMITEDSME, Capita Business Services Ltd, Liberata UK Ltd, NHS SHARED BUSINESS SERVICES LIMITED +7 more2 Oct 2025 – 1 Oct 2029 | ceiling above | 22 Sept 2025 | Awarded |
Contracts
All 2 of these contracts carry the same published figure, £2,500,000,000, the framework's maximum for the whole notice, not each contract's own value. They are not eleven separate sums.
1 - Citizen Experience · CLEARANSWER CALL CENTRES LIMITED, Capita Business Services Ltd, DDC OUTSOURCING SOLUTIONS LIMITED, HINDUJA GLOBAL SOLUTIONS UK LIMITED, KONECTA UK LIMITED, MAXIMUS UK SERVICES LIMITED +15 more
- Signed
- 2 Oct 2025
- Value
- ceiling above
- Period
- 2 Oct 2025 – 1 Oct 2029
- Status
- active
- Change 2 Oct 2025 This notice does not describe a modification or variation of the contract terms or agreement. This UK 10 notice is being used as an addendum to the UK 7 Contract Details Notice. This UK10 notice includes a redacted copy of the executed contract documentation. Due to current system constraints and platform limitations on the central digital platform, updating the existing UK7 Contract Details Notice directly to attach this documentation is not currently possible. The attached redacted framework documentation and award form are representative of the framework agreements entered into across all suppliers. All supplier framework agreements are awarded on the same identical terms, Core Terms, Framework Schedules, Joint Schedules, and Call-Off Schedules. The specific lots awarded to each supplier are as set out in their individual Framework Award Forms.
2 - Business Services · Accenture UK LimitedSME, Arvato Limited, CENTRIC HR LIMITEDSME, Capita Business Services Ltd, Liberata UK Ltd, NHS SHARED BUSINESS SERVICES LIMITED +7 more
- Signed
- 2 Oct 2025
- Value
- ceiling above
- Period
- 2 Oct 2025 – 1 Oct 2029
- Status
- active
- Change 2 Oct 2025 This notice does not describe a modification or variation of the contract terms or agreement. This UK 10 notice is being used as an addendum to the UK 7 Contract Details Notice. This UK10 notice includes a redacted copy of the executed contract documentation. Due to current system constraints and platform limitations on the central digital platform, updating the existing UK7 Contract Details Notice directly to attach this documentation is not currently possible. The attached redacted framework documentation and award form are representative of the framework agreements entered into across all suppliers. All supplier framework agreements are awarded on the same identical terms, Core Terms, Framework Schedules, Joint Schedules, and Call-Off Schedules. The specific lots awarded to each supplier are as set out in their individual Framework Award Forms.
Bid statistics published by the authority
| Lot | Bids | SME | VCSE | Valid bid range |
|---|---|---|---|---|
| 1 · Citizen Experience | 35final-stage tenders · 38 at stage one | 6 | 0 | — |
| 2 · Business Services | 14final-stage tenders · 16 at stage one | 2 | 0 | — |
Who bid
- wonACCENTURE (UK) LIMITED · Greater London · all lots
- wonARVATO LIMITED · Greater London · all lots
- wonCAPITA BUSINESS SERVICES LTD · Greater London · all lots
- wonCLEARANSWER CALL CENTRES LIMITED · East of England · 1
- did not winCONCENTRIX TSC UK LTD · Scotland · 1
- wonDDC OUTSOURCING SOLUTIONS LIMITED · East Midlands · 1
- did not winTHE ENERGY SAVING TRUST LIMITED · Greater London · 1
- did not winG4S FACILITIES MANAGEMENT (UK) LIMITED · Greater London · 1
- wonHINDUJA GLOBAL SOLUTIONS UK LIMITED · Greater London · 1
- did not winHUNTSWOOD CTC LIMITED · South East England · 1
- wonKONECTA UK LIMITED · Greater London · 1
- wonMAXIMUS UK SERVICES LIMITED · East Midlands · 1
- did not winNCO EUROPE LIMITEDSME · North West England · 1
- did not winCHARLES NOVACROFT DIRECT LIMITEDSME · South East England · 1
- did not winPRICEWATERHOUSECOOPERS LLP · Greater London · all lots
- did not winREED IN PARTNERSHIP LIMITED · Greater London · 1
- did not winSERCO LIMITED · South East England · all lots
- wonSIGMA CONNECTED LTD · West Midlands · 1
- did not winFOUNDEVER GB LIMITED · West Midlands · 1
- wonTATA CONSULTANCY SERVICES LIMITED · Greater London · all lots
- wonTELEPERFORMANCE LIMITED · South West England · all lots
- wonCENTRIC HR LIMITEDSME · West Midlands · 2
- did not winCGI IT UK LIMITED · Greater London · 2
- wonLIBERATA UK LIMITED · Greater London · all lots
- wonNHS Shared Business Services Limited · East of England · 2
- did not winSOPRA STERIA LIMITED · East of England · all lots
- did not winWIPRO IT SERVICES UK SOCIETAS · South East England · 2
- did not winADETIQ LIMITEDSME · South East England · 1
- did not winBILL GOSLING OUTSOURCING LIMITEDSME · North West England · 1
- did not winFIRSTSOURCE SOLUTIONS UK LIMITED · Greater London · 1
- did not winJOURNEYCALL LIMITED · Scotland · 1
- did not winKURA (CS) LIMITED · Scotland · 1
- did not winMANGO DIRECT MARKETING LTDSME · Northern Ireland · 1
- did not winMARSTON (HOLDINGS) LIMITED · West Midlands · 1
- did not winAXIS RECRUITMENT LIMITEDSME · East Midlands · all lots
- did not winINTERACT CC LTD · Greater London · 1
- did not winResQ Limited · Yorkshire and the Humber · 1
- did not winSENSEE OPERATIONS LIMITED · North West England · 1
- did not winTECH MAHINDRA · 1
Bidders as named on the Procurement Act 2023 award notice. “Won” means the bidder holds an award on this notice.
Contracting authority & participating public bodies
Framework contractors & participating bidders
39 commercial parties on the notice · 27 awarded- ACCENTURE (UK) LIMITEDFramework contractor
- ADETIQ LIMITEDBidder / tenderer
- ARVATO LIMITEDFramework contractor
- AXIS RECRUITMENT LIMITEDBidder / tenderer
- BILL GOSLING OUTSOURCING LIMITEDBidder / tenderer
- CAPITA BUSINESS SERVICES LTDFramework contractor
- CENTRIC HR LIMITEDFramework contractor
- CGI IT UK LIMITEDFramework contractor
- CHARLES NOVACROFT DIRECT LIMITEDFramework contractor
- CLEARANSWER CALL CENTRES LIMITEDFramework contractor
Show 29 more suppliers
- CONCENTRIX TSC UK LTDFramework contractor
- DDC OUTSOURCING SOLUTIONS LIMITEDFramework contractor
- FIRSTSOURCE SOLUTIONS UK LIMITEDBidder / tenderer
- FOUNDEVER GB LIMITEDFramework contractor
- G4S FACILITIES MANAGEMENT (UK) LIMITEDFramework contractor
- HINDUJA GLOBAL SOLUTIONS UK LIMITEDFramework contractor
- HUNTSWOOD CTC LIMITEDFramework contractor
- INTERACT CC LTDBidder / tenderer
- JOURNEYCALL LIMITEDBidder / tenderer
- KONECTA UK LIMITEDFramework contractor
- KURA (CS) LIMITEDBidder / tenderer
- LIBERATA UK LIMITEDFramework contractor
- MANGO DIRECT MARKETING LTDBidder / tenderer
- MARSTON (HOLDINGS) LIMITEDBidder / tenderer
- MAXIMUS UK SERVICES LIMITEDFramework contractor
- NCO EUROPE LIMITEDFramework contractor
- NHS Shared Business Services LimitedFramework contractor
- PRICEWATERHOUSECOOPERS LLPFramework contractor
- REED IN PARTNERSHIP LIMITEDFramework contractor
- ResQ LimitedBidder / tenderer
- SENSEE OPERATIONS LIMITEDBidder / tenderer
- SERCO LIMITEDFramework contractor
- SIGMA CONNECTED LTDFramework contractor
- SOPRA STERIA LIMITEDFramework contractor
- TATA CONSULTANCY SERVICES LIMITEDFramework contractor
- TECH MAHINDRABidder / tenderer
- TELEPERFORMANCE LIMITEDFramework contractor
- THE ENERGY SAVING TRUST LIMITEDFramework contractor
- WIPRO IT SERVICES UK SOCIETASFramework contractor
Official documents & specifications (12)
Official links; attachments are not copiedTender pack and attachments
Notices published for this procedure
- Contract change notice Contract change notice on Find a Tender
- Contract change notice Contract change notice on Find a Tender
- Contract details notice Contract details notice on Find a Tender
- Contract details notice Contract details notice on Find a Tender
- Contract award notice Contract award notice on Find a Tender
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Tender notice Tender notice on Find a Tender