Tender

Outsourced Services

  • Crown Commercial Service

UK4: Tender notice - Procurement Act 2023 - view information about notice types

Notice identifier: 2025/S 000-017578

Procurement identifier (OCID): ocds-h6vhtk-04ed73

Published 14 March 2025, 3:42pm

Last edited 29 April 2025, 12:13pm

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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

30 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

This table contains award criteria for this lot
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

This table contains award criteria for this lot
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.


Documents

Associated tender documents

RM6295 Outsourced Services - Customer list v1.0.pdf


Contracting authority

Crown Commercial Service

  • Public Procurement Organisation Number: PBZB-4962-TVLR

9th Floor, The Capital, Old Hall Street

Liverpool

L3 9PP

United Kingdom

Telephone: +44 3454102222

Email: supplier@crowncommercial.gov.uk

Website: https://www.gov.uk/ccs

Region: UKD72 - Liverpool

Organisation type: Public authority - central government