Official UK procurement notice
PRO004931-Services-Contract-Contact Centre Resources · UK public procurement notice
Authority: United Utilities Water Limited (Public body)·On behalf of: THE KNOWLEDGE GROUP SERVICES LIMITED
What is being bought
Published requirement descriptionThe scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
- Staffing and training model
- Technology stack (IT and telephony setup)
- Governance and reporting structure
- Quality assurance approach
- Supplier readiness for mobilisation ahead of January billing peak
- How the procedure runs: Participation stage assessment will identify those shortlisted to Tendering Stage. The Tendering Stage may include timescales for negotiation and clarifications, bidder presentations and meetings, and best and final offer. Please refer to the tender timetable for further information.
CPV: Telephone-answering services
How this framework works
From the published notice- Type
- Closed framework
- Call-offs
- call-offs are awarded directly to appointed suppliers, without further competition
- Places
- up to 1 suppliers · 1 appointed (full)
- Framework period
- 3 yrs from 17 Nov 2025
Published description of the framework
Please refer to the tender document pack made available on the Maistro platform.
The lotProcurement structure
single lot · value publishedLot #1AwardedPublished value£6,600,000
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).
Published sub-criteria (2)
- Technical: 60%
- Commercial: 40%
Published award criteria (2)
- Commercial
- Technical
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
- “PRO004931-Services-Contract-Contact Centre Resources” is a framework: the contest is a place on its panel, up to 1 suppliers, not a single contract, and call-offs are awarded directly: getting appointed is the whole game.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Competitive flexible procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Utilities
- 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
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 12 Aug 2025, 15:55 BST
- Last source update
- 21 Nov 2025, 13:56 GMT
- Award evaluation window
- Submission end – 4 Nov 2025
- FTS notice number
2025/S 000-048140- Latest notice
- Contract award notice (UK6)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-05866eFind a Tender
- How it runs
Participation stage assessment will identify those shortlisted to Tendering Stage. The Tendering Stage may include timescales for negotiation and clarifications, bidder presentations and meetings, and best and final offer. Please refer to the tender timetable for further information.
How it was run
Official notice- Appointment period ends
- 8 Sept 2025, 23:59 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Timeline
12 Aug 2025 → 3 Dec 2025 · 7 dates- Tender notice published12 Aug 2025, 15:55 BST
- Admission / appointment period endsperiod end, not a bid countdown8 Sept 2025, 23:59 BST
- Award decision expected by352 days ago4 Nov 2025, 23:59 GMT
- Contract starts340 days ago17 Nov 2025
- Assessment summaries sent336 days ago21 Nov 2025
- Latest notice published335 days ago21 Nov 2025, 13:56 GMT
- Standstill ends323 days ago3 Dec 2025, 23:59 GMT
Notice history
5 events · 2 releases on Find a Tender · since 12 Aug 2025- Tender notice published12 Aug 2025, 15:55 BSTUK4
- Contract award notice published21 Nov 2025, 13:56 GMTUK6
- Status changed to complete21 Nov 2025, 13:56 GMT
- Procurement method changed21 Nov 2025, 13:56 GMT
- Contract signature expected8 Dec 2025, 23:59 GMTscheduled
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| CONCENTRIX TSC UK LTD8 Dec 2025 – 7 Dec 2026 · up to 7 Dec 2028Extensions: Optional and discretionary extension provision is included within the contract. Service may be extended up to 2 years, with a maximum contract term of 3 years (1+1+1). | £6,600,000 inc. VAT | 20 Nov 2025standstill to 3 Dec 2025 | Standstill |
Contracting authority & participating public bodies
2 public bodies on the noticeOther public bodies
- THE KNOWLEDGE GROUP SERVICES LIMITEDProcuring entityProcurement and advisory partner
Framework contractors & participating bidders
1 commercial party on the notice- CONCENTRIX TSC UK LTDFramework contractor
Official documents & specifications (3)
Official links; attachments are not copiedTender pack and attachments
Notices published for this procedure
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender