Section one: Contracting authority/entity
one.1) Name and addresses
Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency
10 South Colonnade
London
E14 4PU
Contact
Procurement Operations
procurement.operations@ukhsa.gov.uk
Country
United Kingdom
NUTS code
UKI42 - Tower Hamlets
Internet address(es)
Main address
https://www.gov.uk/government/organisations/uk-health-security-agency
Buyer's address
https://www.gov.uk/government/organisations/uk-health-security-agency
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Single Service Centre - Serco
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
United Kingdom, Isle of Man, Channel Islands, British Oversea Territories, Europe, Rest of the World
two.2.4) Description of the procurement at the time of conclusion of the contract:
Provision of Contract Centre Services for Single Service Centre. Utilising new framework. SERCO Contract. 2 of 2 contracts for Provision of Contact Centre Services for The Single Service Centre.
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Start date
16 February 2022
End date
16 February 2024
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2019/S 206-502142
Section five. Award of contract/concession
Contract No
C71078
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
16 February 2022
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
SERCO LIMITED
Serco House, 16 Bartley Wood Business Park
Hook
RG27 9UY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
00242246
Internet address
The contractor/concessionaire is an SME
No
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £211,876,932.50
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The High Court
The Strand
London
WC2A 2LL
Country
United Kingdom
Internet address
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 79512000 - Call centre
seven.1.3) Place of performance
NUTS code
- UK - United Kingdom
Main site or place of performance
United Kingdom, Isle of Man, Channel Islands, British Oversea Territories, Europe, Rest of the World
seven.1.4) Description of the procurement:
Extension of original contract term
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Start date
15 February 2024
End date
25 February 2025
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£211,876,932.50
seven.1.7) Name and address of the contractor/concessionaire
SERCO LIMITED
Serco House, 16 Bartley Wood Business Park
Hook
RG27 9UY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
00242246
Internet address
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
(1) Call-off Expiry date ’23:59 on 15th February 2024’ shall be DELETED and REPLACED with ’23:59 on 15th February 2025’.
(2) Call Off Schedule 1 (Transparency Reports) Annex A: List of Transparency Reports.
(3) Call Off Schedule 5 – (Call-Off Pricing) - Add new Definitions and factor in Real Living Wage.
(4) Annex 5 – Invoicing Process updated
(5) Call Off Schedule 14 – (Service Levels) Add new Definitions
(5b) Part A: Service Levels, Service Credits and Key Performance Indicators amended.
(5c) Part B: Performance Monitoring amended
seven.2.2) Reasons for modification
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee.
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
To extend the term of the contract for 12 months until 15th February 2025 and vary Service Levels to meet revised requirements.
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £211,876,932.50
Total contract value after the modifications
Value excluding VAT: £211,876,932.50