Section one: Contracting authority
one.1) Name and addresses
The British Broadcasting Corporation (BBC)
Broadcasting House, Portland Place
London
W1A 1AA
Telephone
+44 1234567890
Fax
+44 1234567890
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
http://www.bbc.co.uk/supplying/
Buyer's address
https://bbc.bravosolution.co.uk/
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
Broadcasting
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Audience Services
Reference number
PROC 2024 01 JP
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
The BBC has procured customer management services to support a broad range of services including:
• Handling editorial and non-editorial complaints
• Responding to enquiries
• Managing comments & appreciations
• Technical support for iPlayer, Sounds, BBC Account
• Reception Advice
• BBC Action Lines
• BBC Charitable Appeals & Donations collections (Lifeline & Radio 4)
• Artist mail
• Ticketing for BBC shows
• 'Take Part' in a show
• BBC Switchboard
The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £40,600,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC.
Examples of potential use cases already identified include:
• Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses
• Drawing from our Knowledge database to draft responses for agents to review
• Increasing audience self-service via dynamic FAQ surfaced using Chatbot
We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.
two.2.5) Award criteria
Quality criterion - Name: Merit Score / Weighting: 55
Cost criterion - Name: Whole Life Cost Score / Weighting: 45
two.2.11) Information about options
Options: Yes
Description of options
The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC’s discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract.
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.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-006873
Section five. Award of contract
Title
Audience Services
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
8 April 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Serco Limited
Hook
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £40,600,000
Section six. Complementary information
six.3) Additional information
In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.
six.4) Procedures for review
six.4.1) Review body
Business and Property Courts of England and Wales – TCC
Rolls Building, 7 Rolls Building, Fetter Lane
London
EC4A 1NL
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
As stated in the Public Contracts Regulations 2015. The applicable review time limits shall be as stated in Regulations 92 and 93 Public Contracts Regulations 2015.