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Published 21 May 2025, 12:10 BST

Official UK procurement notice

Single Service Centre · UK public procurement notice

Official notice

Authority: Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency (Central government)

ServicesAward under frameworkAbove threshold
Sectors: Business Services & Consultancy (79) Delivery: Delivery location not published
Published estimate£294,926,441≈ £98m / year · £353,911,777 inc. VAT · 1 value update
Awarded 24 Jun 2026
Awarded to Foundever GB Limited, Capita Business Services Ltd2 awards
Contract term 3 yrsends 16 Nov 2029 · up to 16 Nov 2031 with extensions · starts 18 Nov 2026

What is being bought

Published requirement description

The UK Health Security Agency is seeking to establish a strategic contact centre capability to manage business as usual services or helplines and to respond to any public health emergency event, health incidents, or cross government surge and incident response service that are currently ongoing or arise in the future.

RM6295 Outsourced Services lot 1 (Citizen Experience) was utilised with GCA support.

CPV: Call centre

The lotProcurement structure

single lot · no lot value published
Lot #1AwardedRenewal 3 yrs
Contract period: 18 Nov 2026 – 16 Nov 2029 (3 yrs) · up to 16 Nov 2031 with extensions
Extensions: Extension options published
79512000 Call centre

Procedure terms & legal framework

From the official record
Procedure method
Award under framework
Legal basis
UKPGA · 2023/54 Procurement Act 2023
Procurement category
Services
Notice status
Awarded
Procurement threshold
Above threshold (FTS publication)
Regulatory regime
Standard
Commercial structure
Call-off under a framework
Competition type
Competitive procedure
GPA / WTO covered
Unspecified in notice
Recurring procurement
Unspecified in notice
First published
21 May 2025, 12:10 BST
Last source update
21 Aug 2026, 14:27 BST
Authority reference
CCCS25A03
FTS notice number
2026/S 000-079973
Latest notice
Contract details notice (UK7)
Classification (CPV)
Call centre
Delivery area
Not published
Official registry OCID
ocds-h6vhtk-051a65 Find a Tender
Related procedures1

How it was run

Official notice
Submission deadline
—

Timeline

21 May 2025 → 18 Nov 2026 · 6 dates
  1. Planning notice published
    21 May 2025, 12:10 BST
  2. Market engagement
    30 May 2025, 23:59 BST

    As described in the preliminary engagement notice, UKHSA is seeking suppliers who are interested in bidding for the Single Service Centre opportunity, which will support UKHSA and the NHS to deliver advice, signpost services, and collect data from the public. We request that suppliers indicate their interest in the upcoming opportunity to ensure that UKHSA can understand the likelihood of success of the procurement in terms of attracting suppliers. forms.office.com/e/7yf32fF4wP ↗

  3. Next notice expected379 days ago
    1 Oct 2025, 23:59 BST
  4. Standstill ends101 days ago
    6 Jul 2026, 23:59 BST
  5. Latest notice published56 days ago
    21 Aug 2026, 14:27 BST
  6. Today
    16 Oct 2026
  7. Contract startsin 33 days
    18 Nov 2026

Notice history

11 events · 6 releases on Find a Tender · since 21 May 2025
  1. Preliminary market engagement notice published
    21 May 2025, 12:10 BST
    UK2
  2. Pipeline notice published
    23 May 2025, 14:09 BST
    UK1
  3. Published value updated to £294,926,441
    23 May 2025, 14:09 BST
    was £294,930,000
  4. Status changed to planned
    23 May 2025, 14:09 BST
  5. Contract award notice published
    24 Jun 2026, 11:29 BST
    UK6
  6. Status changed to complete
    24 Jun 2026, 11:29 BST
  7. Procurement method changed
    24 Jun 2026, 11:29 BST
  8. Contract award notice published
    24 Jun 2026, 12:00 BST
    UK6
  9. Contract signature expected
    9 Jul 2026, 23:59 BST
    scheduled
  10. Contract award notice published
    21 Aug 2026, 13:42 BST
    UK6
  11. Contract details notice published
    21 Aug 2026, 14:27 BST
    UK7
Routine re-releases (6)
  • 2026-06: 1 release · 24 Jun 2026
  • 2025-05: 2 releases · 21 May 2025, 23 May 2025

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 2
Awarded value £353,000,0002 awards exc. VAT
Contracts signed 2latest 10 Aug 2026
Awarded toValueDateStatus
Foundever GB LimitedSingle Service Centre work package 118 Oct 2026 – 17 Oct 2029 · up to 15 Oct 2031Extensions: 1+1 extension term · Amended: Adding additional awarded supplier onto notice · Amended: Update made to the inclusive and exclusive of VAT values for both contracts to reflect final value (including potential extension options)£176,500,00024 Jun 2026Awarded
Capita Business Services LtdSingle Service Centre contract work package 216 Nov 2026 – 15 Nov 2029 · up to 13 Jun 2031Extensions: 1+1 extension · Amended: Adding additional awarded supplier onto notice · Amended: Update made to the inclusive and exclusive of VAT values for both contracts to reflect final value (including potential extension options)£176,500,00024 Jun 2026Awarded

Contracts

  • Single Service Centre Work Package 1 · Foundever GB Limited

    Signed
    10 Aug 2026
    Value
    £176,500,000
    Period
    18 Oct 2026 – 17 Oct 2029 · up to 17 Oct 2031 with extensions
    Status
    active
    Extensions
    1+1 extension term
    3 agreed KPIs: Inbound Calls Answered / Web Chat · Back office activity items (i.e. emails, SMS, NOIDs, eNOIDs, etc.) · Platform stability
    • Inbound Calls Answered / Web Chat, Time taken to answer calls
    • Back office activity items (i.e. emails, SMS, NOIDs, eNOIDs, etc.), Time taken to process
    • Platform stability, Uptime of all systems provided by the Supplier by service/program - includes homeworkers

  • Single Service Centre Work Package 2 · Capita Business Services Ltd

    Signed
    23 Jul 2026
    Value
    £176,500,000
    Period
    16 Nov 2026 – 15 Nov 2029 · up to 15 Nov 2031 with extensions
    Status
    active
    Extensions
    1+1 extension
    3 agreed KPIs: Inbound Calls Answered / Web Chat · Back office activity items (i.e. emails, SMS, NOIDs, eNOIDs, etc.) · Platform stability
    • Inbound Calls Answered / Web Chat, Time taken to answer calls
    • Back office activity items (i.e. emails, SMS, NOIDs, eNOIDs, etc.), Time taken to process
    • Platform stability, Uptime of all systems provided by the Supplier by service/program - includes homeworkers

Contracting authority & participating public bodies

Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency

Contracting authorityPublic authority - central government GB-PPON: PBMQ-7576-DVGW 10 South Colonnade, London, London, E14 4PUContact name, email

Bidders & participating suppliers

2 commercial parties on the notice
  • Capita Business Services LtdAwarded supplierGB-PPON: PNHC-7682-GPTQ First Floor, 2 Kingdom Street, Paddington, London, London, W2 6BDContact email
  • Foundever GB LtdAwarded supplierGB-PPON: PNBQ-2164-YDXW Earlsdon Park, 53-55 Butts Road, Coventry, West Midlands, CV1 3BHContact email

Official documents & specifications (9)

Official links; attachments are not copied

Notices published for this procedure