Section one: Contracting authority
one.1) Name and addresses
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 3454102222
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.3) Communication
Additional information can be obtained from the above-mentioned address
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
Outsourced Services
Reference number
RM6295
two.1.2) Main CPV code
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
two.1.3) Type of contract
Services
two.1.4) Short description
Crown Commercial Service, as the Authority, intends to put in place an agreement for the provision of outsourced contact centres and outsourced business services for use by Central Government and UK public sector bodies.
The lotting structure of this framework will be determined as a result of the market engagement, but will include as a minimum…
Lot 1 - Contact Centres
Lot 2 - Business Process Services
Further information is included in the Additional Information section VI.3.
two.1.5) Estimated total value
Value excluding VAT: £5,000,000,000
two.1.6) Information about lots
This contract is divided into lots: Yes
two.2) Description
two.2.1) Title
Outsourced Contact Centres
Lot No
1
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The provision of full Contact Centre services, including the provision of skilled call handlers, project managers and full innovation and automation functionality provided through technology.
two.2) Description
two.2.1) Title
Business Process Services
Lot No
2
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The provision of outsourced Business Process Services, including - as a minimum - Payroll, HR, Finance and Source-to-Pay services.
two.3) Estimated date of publication of contract notice
18 September 2024
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
This Prior Information Notice is to signal an intention to commence market engagement with those within the outsourced Contact Centres and outsourced Business Process Services markets.
Crown Commercial Service intends to hold market engagement sessions during the period from November 2023 to February 2024 with industry experts and suppliers interested in potentially bidding for the resulting framework contract. If you are interested in attending a market engagement session please express your interest by emailing contactcentreservices@crowncommercial.gov.uk no later than midday on Friday 20th October. Further details will be provided to you.
Your email must clearly state: the name of your organisation, and contact details for the individual(s) who will participate in the market engagement.
Crown Commercial Service (CCS) will use an eSourcing system for this competition and reserves the right to use an electronic auction. The eSourcing system we will use is [https://crowncommercialservice.bravosolution.co.uk].
Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so.
This future opportunity can be found on Contracts Finder here:
https://www.contractsfinder.service.gov.uk/Notice/76abba19-b70c-49e3-88a7-c56e11bc0236
The value in II.1.5 is an indicative value over 4 years.
The date in II.3) is the estimated date of publication, please refer to the CCS website page https://www.crowncommercial.gov.uk/agreements/upcoming Crown for updates and monitor Find A Tender Service for the publication of the contract notice.
The Cyber Essentials scheme is mandatory for Central Government Contracts which involve handling personal information and providing certain ICT products and services. The Government is taking steps to further 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 properly implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet.
To participate in this procurement, bidders will be required to demonstrate that they are Cyber Essentials Plus certified for the services under and in connection with the procurement.
The bidder may be awarded a contract but shall not enter into any call off contracts with buyers until they are able to demonstrate to CCS that they meet the technical requirements prescribed by the Cyber Essentials Plus Scheme for services under and in connection with this procurement.
The service that arises from this framework will involve the supplier holding material that has been assigned a protective marking under the Government Security Classifications Scheme (April 2014) of OFFICIAL/SENSITIVE. Bidders will be required to implement their solution in accordance with the Framework Agreement Schedule, “Security Requirement and Plan”, to meet Framework Agreement requirements. This will be released at the ITT stage.