Scope
Reference
RM6295
Description
This framework is for the provision of a range of outsourced business services including contact centres, process administration, HR, Payroll, Procurement and Financial Administration.
Commercial tool
Establishes a framework
Total value (estimated)
- £5,000,000,000 excluding VAT
- £6,000,000,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 2 October 2025 to 1 October 2029
- 4 years
Main procurement category
Services
CPV classifications
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 48490000 - Procurement software package
- 64000000 - Postal and telecommunications services
- 64200000 - Telecommunications services
- 79210000 - Accounting and auditing services
- 79211110 - Payroll management services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79512000 - Call centre
- 79620000 - Supply services of personnel including temporary staff
- 98000000 - Other community, social and personal services
Contract locations
- UK - United Kingdom
- GG - Guernsey
- IM - Isle of Man
- JE - Jersey
Lot 1. Citizen Experience
Description
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.
Lot value (estimated)
- £2,500,000,000 excluding VAT
- £3,000,000,000 including VAT
Framework lot values may be shared with other lots
Same for all lots
CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.
Lot 2. Business Services
Description
Provides specialist support for the outsourcing of common back office functions including:
• Human Resources (HR)
• Financial Administration
• Payroll
• Procurement
Lot value (estimated)
- £2,500,000,000 excluding VAT
- £3,000,000,000 including VAT
Framework lot values may be shared with other lots
Same for all lots
CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.
Framework
Maximum number of suppliers
Unlimited
Maximum percentage fee charged to suppliers
1%
Further information about fees
The Supplier will pay, excluding VAT, 1% of all the Charges for the Deliverables invoiced to the Buyer under all Call-Off Contracts.
Framework operation description
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.
Award method when using the framework
Either with or without competition
Contracting authorities that may use the framework
Refer to RM6295 Outsourced Services - Customer List for details of contracting authorities that may use the framework.
Participation
Legal and financial capacity conditions of participation
Lot 1. Citizen Experience
Lot 2. Business Services
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 ability conditions of participation
Lot 1. Citizen Experience
Lot 2. Business Services
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.
Particular suitability
Lot 1. Citizen Experience
Lot 2. Business Services
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
1 April 2025, 3:00pm
Tender submission deadline
29 April 2025, 3:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
22 September 2025
Award criteria
Lot 1. Citizen Experience
| Name | Type | Weighting |
|---|---|---|
| Innovation | Quality | 27.5% |
| Managing a Quality Service Lot 1 Citizen Experience | Quality | 27.5% |
| Transformation | Quality | 12.5% |
| Project Management Lot 1 Citizen Experience | Quality | 12.5% |
| Social Value | Quality | 10% |
| Price - Lot 1 | Price | 10% |
Lot 2. Business Services
| Name | Type | Weighting |
|---|---|---|
| Innovation | Quality | 25% |
| Managing a Quality Service Lot 2 Business Services | Quality | 25% |
| Transformation | Quality | 17.5% |
| Project Management Lot 2 Business Services | Quality | 12.5% |
| Social Value | Quality | 10% |
| Price - Lot 2 | Price | 10% |
Other information
Applicable trade agreements
- Government Procurement Agreement (GPA)
- Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Justification for not publishing a preliminary market engagement notice
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.
Contracting authority
Crown Commercial Service
- Public Procurement Organisation Number: PBZB-4962-TVLR
9th Floor, The Capital, Old Hall Street
Liverpool
L3 9PP
United Kingdom
Region: UKD72 - Liverpool
Organisation type: Public authority - central government