Section one: Contracting authority/entity
one.1) Name and addresses
The Minister for the Cabinet Office acting through Crown Commercial Service
The Capital Building, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3454102222
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centres and Business Services
Reference number
RM6181
two.1.2) Main CPV code
- 75100000 - Administration services
two.1.3) Type of contract
Services
two.2) Description
two.2.1) Title
All Lots
Lot No
1 & 2
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement at the time of conclusion of the contract:
Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies.
The framework has 2 lots:
Lot 1 Contact Centres – for the provision of contact centres servicing citizen and industry engagement with the public sector.
Lot 2 Business Services – for the provision of financial accounting, HR, payroll, and source-to-pay business services.
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
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: 2021/S 000-020738
Section five. Award of contract/concession
Contract No
1
Lot No
1
Title
Contact Centres and Business Services
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
10 August 2021
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
Full list of successful suppliers is available on Contracts Finder
9th Floor, The Capital Building, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3454102222
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor/concessionaire is an SME
Yes
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: £3,500,000,000
Section six. Complementary information
six.3) Additional information
The value provided in Section II.1.7 is only an estimate. We cannot guarantee to suppliers any business through this Commercial Agreement.
As part of this contract award notice the following can be accessed at:
https://www.contractsfinder.service.gov.uk/Notice/4fa7f5c5-9704-4122-9356-e57a5b701de5
1) Redacted Commercial Agreement;
2) List of Successful Suppliers;
3) Customer list
On 2.4.2014 Government introduced its Government Security Classifications (GSC) scheme which replaced Government Protective Marking Scheme (GPMS). A key aspect is the reduction in the number of security classifications used. All bidders were required to make themselves aware of the changes as it may impact this requirement.
This link provides information on the GSC at:
https://www.gov.uk/government/publications/government-securityclassifications Cyber Essentials is a mandatory requirement for Central Government contracts which
involve handling personal information or provide certain ICT products/services. Government is taking steps to reduce the levels of cyber security risk in its supply chain through the Cyber Essentials scheme.
The scheme defines a set of controls which, when implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet. To participate in this procurement, bidders were required to demonstrate they comply with the technical requirements prescribed by Cyber Essentials, for services under and in connection with this procurement.
six.4) Procedures for review
six.4.1) Review body
The Minister for the Cabinet Office acting through Crown Commercial Service
9th Floor, The Capital Building, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3454102222
Country
United Kingdom
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 75100000 - Administration services
seven.1.3) Place of performance
NUTS code
- UK - United Kingdom
seven.1.4) Description of the procurement:
Crown Commercial Service (CCS) intended to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies.
The framework has 2 lots:
Lot 1 Contact Centres – for the provision of contact centres servicing citizen and industry engagement with the public sector.
Lot 2 Business Services – for the provision of financial accounting, HR, payroll, and source-to-pay
business services.
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
48
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£3,500,000,000
seven.1.7) Name and address of the contractor/concessionaire
The Minister for the Cabinet Office acting through Crown Commercial Service (CCS)
9th Floor, The Capital Building, Old Hall Street
Liverpool
L3 9PP
Telephone
+44 3454102222
Country
United Kingdom
NUTS code
- UK - United Kingdom
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):
The modification is a 6 month extension on existing terms, bringing the end date to 9 February 2026.
There will be no adjustment to price.
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:
This extension is applied due to circumstances that we could not reasonably foresee (being a delay to the PA2023)
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: £3,500,000,000
Total contract value after the modifications
Value excluding VAT: £3,500,000,000