Section one: Contracting authority
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 3150103503
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
General public services
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.1.4) Short description
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.1.6) Information about lots
This contract is divided into lots: Yes
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £3,500,000,000
two.2) Description
two.2.1) Title
Contact Centres
Lot No
1
two.2.2) Additional CPV code(s)
- 75100000 - Administration services
- 75130000 - Supporting services for the government
- 79340000 - Advertising and marketing services
- 79341000 - Advertising services
- 79341100 - Advertising consultancy services
- 79341400 - Advertising campaign services
- 79342000 - Marketing services
- 79342100 - Direct marketing services
- 79342200 - Promotional services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79342320 - Customer-care services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79530000 - Translation services
- 79540000 - Interpretation services
- 79550000 - Typing, word-processing and desktop publishing services
- 79570000 - Mailing-list compilation and mailing services
- 79600000 - Recruitment services
- 79610000 - Placement services of personnel
- 79994000 - Contract administration services
- 79996100 - Records management
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
Lot 1 Contact Centres was for the provision of contact centres servicing citizen and industry engagement with the public sector.
The full scope of Lot 1 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80
Price - Weighting: 20
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Business Services
Lot No
2
two.2.2) Additional CPV code(s)
- 48400000 - Business transaction and personal business software package
- 48450000 - Time accounting or human resources software package
- 48451000 - Enterprise resource planning software package
- 48480000 - Sales, marketing and business intelligence software package
- 75100000 - Administration services
- 75112000 - Administrative services for business operations
- 75130000 - Supporting services for the government
- 75131100 - General personnel services for the government
- 79200000 - Accounting, auditing and fiscal services
- 79210000 - Accounting and auditing services
- 79211000 - Accounting services
- 79211100 - Bookkeeping services
- 79211110 - Payroll management services
- 79211120 - Sales and purchases recording services
- 79211200 - Compilation of financial statements services
- 79212500 - Accounting review services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79400000 - Business and management consultancy and related services
- 79414000 - Human resources management consultancy services
- 79418000 - Procurement consultancy services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79520000 - Reprographic services
- 79560000 - Filing services
- 79600000 - Recruitment services
- 79630000 - Personnel services except placement and supply services
- 79631000 - Personnel and payroll services
- 79635000 - Assessment centre services for recruitment
- 79990000 - Miscellaneous business-related services
- 79995000 - Library management services
- 79996000 - Business organisation services
- 79997000 - Business travel services
- 79999000 - Scanning and invoicing services
- 79999100 - Scanning services
- 79999200 - Invoicing services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
Lot 2 Business Services was for the provision of financial accounting, HR, payroll, and source-to-pay business services.
The full scope of Lot 2 was set out in the Specification that is part of the Invitation to Tender (ITT) documentation.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80
Price - Weighting: 20
two.2.11) Information about options
Options: No
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
Open procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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: 2021/S 000-006901
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
NCO Europe Limited
New City House, 57-63 Ringway
Preston
PR1 3AF
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
go-centric Limited
St Paul's House, 23 Park Square
Leeds
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Teleperformance Ltd
Spectrum House, Bond Street
Bristol
BS1 3LG
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Ventrica Ltd
4th Floor, Tylers House, Tylers Avenue
Southend on Sea
SS1 1BB
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Hinduja Global Solutions UK Ltd (HGS UK Ltd)
11th Floor West, Vantage London, Great West Road
Brentford
TW8 9AG
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: £1,500,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Value or proportion likely to be subcontracted to third parties
Proportion: 5 %
Short description of the part of the contract to be subcontracted
Marathon work with HGS to deliver desktop support and they support the maintenance of HGS IT infrastructure and Infosec
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Arvato Limited
One Fleet Place
London
EC4M 7WS
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Sitel UK Limited
Earlsdon Park, 53 - 55 Butts Road
Coventry
CV1 9BH
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Shared Services Connected Limited
Three Cherry Trees Lane
Hemel Hempstead
HP2 7AH
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
TTEC (UK) Solutions Limited
6 Braid Court Lawford Road, Chiswick
London
W4 3HS
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Capita Business Services Ltd
65 Gresham Street
London
EC2V 7NQ
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Serco Limited
Serco House 16 Bartley Wood Business Park
Hook
RG27 9UY
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: £1,500,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Value or proportion likely to be subcontracted to third parties
Proportion: 20 %
Short description of the part of the contract to be subcontracted
To be determined at call-off, but anticipated to be under 20% and therefore FVRA not required
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
G4S Facilities Management (UK) Limited
46 Gillingham Street
London
SW1V 1HU
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Charles Novacroft Direct Limited
Seebeck House, 1 Seebeck Place, Knowlhill
Milton Keynes
MK5 8FR
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
The Contact Company Ltd
Queensgate, Grange Road East
Birkenhead
CH41 5FD
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: £1,500,000,000
Section five. Award of contract
Lot No
1
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 32
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
ResQ Limited
Criterion House, 75-81 George Street
Kingston Upon Hull
HU1 3BA
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: £1,500,000,000
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Arvato Limited
One Fleet Place
London
EC4M 7WS
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: £2,000,000,000
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Capita Business Services Ltd
65 Gresham Street
London
EC2V 7NQ
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: £2,000,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Shared Services Connected Limited
Three Cherry Trees Lane
Hemel Hempstead
HP2 7AH
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: £2,000,000,000
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Accenture (UK) Limited
30 Fenchurch Street
London
EC3M 3BD
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: £2,000,000,000
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Serco Limited
Serco House 16 Bartley Wood Business Park
Hook
RG27 9UY
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: £2,000,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Value or proportion likely to be subcontracted to third parties
Proportion: 20 %
Short description of the part of the contract to be subcontracted
To be determined at call-off, but anticipated to be under 20% and therefore FVRA not required
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Liberata UK Limited
5th Floor Knollys House, 17 Addiscombe Road
Croydon
CR0 6SR
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: £2,000,000,000
Section five. Award of contract
Lot No
2
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 August 2021
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
NHS Shared Business Services Limited
Three Cherry Trees Lane
Hemel Hempstead
HP2 7AH
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: £2,000,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
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-security-
classifications 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, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3450103503
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
The Minister for the Cabinet Office acting through Crown Commercial Service
9th Floor, The Capital, Old Hall Street
Liverpool
L3 9PP
supplier@crowncommercial.gov.uk
Telephone
+44 3450103503
Country
United Kingdom