Award

Outsourced Services

  • Crown Commercial Service

UK6: Contract award notice - Procurement Act 2023 - view information about notice types

Notice identifier: 2025/S 000-058554

Procurement identifier (OCID): ocds-h6vhtk-04ed73 (view related notices)

Published 22 September 2025, 2:43pm



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


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 industryThe agreement covers new and innovative ways of accessing contact centre services including, but not limited to:• web chat• social media• online services• voice/agent contactOrganisations 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 2. Business Services

Description

Provides specialist support for the outsourcing of common back office functions including:• Human Resources (HR)• Financial Administration• Payroll• Procurement


Contract 1. Citizen Experience

Lots

Lot 1. Citizen Experience

Suppliers (21)

Contract value

  • £2,500,000,000 excluding VAT
  • £3,000,000,000 including VAT

Framework lot values may be shared with other lots

Above the relevant threshold

Award decision date

22 September 2025

Date assessment summaries were sent to tenderers

22 September 2025

Standstill period

  • End: 1 October 2025
  • 8 working days

Earliest date the contract will be signed

2 October 2025

Contract dates (estimated)

  • 2 October 2025 to 1 October 2029
  • 4 years

Main procurement category

Services

CPV classifications

  • 48490000 - Procurement software package
  • 64000000 - Postal and telecommunications services
  • 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
  • 98000000 - Other community, social and personal services

Contract locations

  • UK - United Kingdom
  • GG - Guernsey
  • IM - Isle of Man
  • JE - Jersey
  • AI - Anguilla
  • BM - Bermuda
  • FK - Falkland Islands
  • GI - Gibraltar
  • GS - South Georgia and South Sandwich Islands
  • IO - British Indian Ocean Territory
  • KY - Cayman Islands
  • MS - Montserrat
  • PN - Pitcairn, Henderson, Ducie and Oeno Islands
  • SH - Saint Helena, Ascension and Tristan da Cunha
  • TC - Turks and Caicos Islands
  • VG - British Virgin Islands

Contract 2. Business Services

Lots

Lot 2. Business Services

Suppliers (13)

Contract value

  • £2,500,000,000 excluding VAT
  • £3,000,000,000 including VAT

Framework lot values may be shared with other lots

Above the relevant threshold

Award decision date

22 September 2025

Date assessment summaries were sent to tenderers

22 September 2025

Standstill period

  • End: 1 October 2025
  • 8 working days

Earliest date the contract will be signed

2 October 2025

Contract dates (estimated)

  • 2 October 2025 to 1 October 2029
  • 4 years

Main procurement category

Services

CPV classifications

  • 48490000 - Procurement software package
  • 64000000 - Postal and telecommunications services
  • 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
  • 98000000 - Other community, social and personal services

Contract locations

  • UK - United Kingdom
  • GG - Guernsey
  • IM - Isle of Man
  • JE - Jersey
  • AI - Anguilla
  • BM - Bermuda
  • FK - Falkland Islands
  • GI - Gibraltar
  • GS - South Georgia and South Sandwich Islands
  • IO - British Indian Ocean Territory
  • KY - Cayman Islands
  • MS - Montserrat
  • PN - Pitcairn, Henderson, Ducie and Oeno Islands
  • SH - Saint Helena, Ascension and Tristan da Cunha
  • TC - Turks and Caicos Islands
  • VG - British Virgin Islands

Information about tenders

Lot 1. Citizen Experience

  • 38 tenders received
  • 35 tenders assessed in the final stage:
    • 6 submitted by small and medium-sized enterprises (SME)
    • 0 submitted by voluntary, community and social enterprises (VCSE)
  • 21 suppliers awarded contracts
  • 14 suppliers unsuccessful (details included for contracts over £5 million)

Unsuccessful suppliers


Lot 2. Business Services

  • 16 tenders received
  • 14 tenders assessed in the final stage:
    • 2 submitted by small and medium-sized enterprises (SME)
    • 0 submitted by voluntary, community and social enterprises (VCSE)
  • 13 suppliers awarded contracts
  • 1 supplier unsuccessful (details included for contracts over £5 million)

Unsuccessful suppliers


Procedure

Procedure type

Open procedure


Suppliers

ACCENTURE (UK) LIMITED

  • Companies House: 04757301
  • Public Procurement Organisation Number: PYHC-2313-BXRY

30 Fenchurch Street

London

EC3M 3BD

United Kingdom

Region: UKI31 - Camden and City of London

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

ADETIQ LIMITED

  • Companies House: 02024532
  • Public Procurement Organisation Number: PZWG-9257-PQYQ

Avery House, 69 North Street

Portslade

BN41 1DH

United Kingdom

Region: UKJ21 - Brighton and Hove

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

ARVATO LIMITED

  • Companies House: 03923307
  • Public Procurement Organisation Number: PBJD-4433-ZLVL

One Fleet Place

London

EC4M 7WS

United Kingdom

Region: UKI43 - Haringey and Islington

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

AXIS RECRUITMENT LIMITED

  • Companies House: 04827750
  • Public Procurement Organisation Number: PVQC-1277-WNZY

331 Haydn Road

Nottingham

NG5 1DG

United Kingdom

Region: UKF14 - Nottingham

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

BILL GOSLING OUTSOURCING LIMITED

  • Companies House: 00984439
  • Public Procurement Organisation Number: PQJY-6974-LZLY

Adamson House Towers Business Park

Manchester

M20 2YY

United Kingdom

Region: UKD33 - Manchester

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

CAPITA BUSINESS SERVICES LTD

  • Companies House: 02299747
  • Public Procurement Organisation Number: PGJV-4881-DTGT

First Floor, 2 Kingdom Street

London

W2 6BD

United Kingdom

Region: UKI32 - Westminster

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

CENTRIC HR LIMITED

  • Companies House: 10412578
  • Public Procurement Organisation Number: PHXL-3267-TBVR

Hawkesyard Estate, Hawesyard Hall Hawkesyard Hall

Rugeley

WS15 1PU

United Kingdom

Region: UKG24 - Staffordshire CC

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services

CGI IT UK LIMITED

  • Companies House: 00947968
  • Public Procurement Organisation Number: PHYV-4665-PNTX

14th Floor, 20 Fenchurch Street

London

EC3M 3BY

United Kingdom

Region: UKI31 - Camden and City of London

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services

CHARLES NOVACROFT DIRECT LIMITED

  • Companies House: 03601214
  • Public Procurement Organisation Number: PWQZ-3467-VVBM

Seebeck House 1 Seebeck Place

Milton Keynes

MK5 8FR

United Kingdom

Region: UKJ12 - Milton Keynes

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

CLEARANSWER CALL CENTRES LIMITED

  • Companies House: 04549385
  • Public Procurement Organisation Number: PNTP-7428-WXHY

162-164 High Street

Rayleigh

SS6 7BS

United Kingdom

Region: UKH37 - Essex Thames Gateway

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

CONCENTRIX TSC UK LTD

  • Companies House: SC146564
  • Public Procurement Organisation Number: PZYZ-1215-CQVR

1 Central Park Avenue,

Larbert

FK5 4RX

United Kingdom

Region: UKM76 - Falkirk

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

DDC OUTSOURCING SOLUTIONS LIMITED

  • Companies House: 02151319
  • Public Procurement Organisation Number: PBQJ-5395-WTBZ

The Data Solutions Centre

Worksop

S80 2RT

United Kingdom

Region: UKF15 - North Nottinghamshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

FIRSTSOURCE SOLUTIONS UK LIMITED

  • Companies House: 03999896
  • Public Procurement Organisation Number: PNHV-4674-HWHP

Lynton House

7-12 Tavistock Square

WC1H 9LT

United Kingdom

Region: UKI31 - Camden and City of London

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

FOUNDEVER GB LIMITED

  • Companies House: 03450786
  • Public Procurement Organisation Number: PNBQ-2164-YDXW

Earlsdon Park

Coventry

CV1 3BH

United Kingdom

Region: UKG33 - Coventry

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

G4S FACILITIES MANAGEMENT (UK) LIMITED

  • Companies House: 03333860
  • Public Procurement Organisation Number: PLTW-2112-MBLM

6th Floor 50 Broadway

London

SW1H 0DB

United Kingdom

Region: UKI32 - Westminster

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

HINDUJA GLOBAL SOLUTIONS UK LIMITED

  • Companies House: 03017799
  • Public Procurement Organisation Number: PXDN-1312-HWRY

Part Eleventh Floor West Vantage

Brentford

TW8 9AG

United Kingdom

Region: UKI75 - Hounslow and Richmond upon Thames

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

HUNTSWOOD CTC LIMITED

  • Companies House: 03969379
  • Public Procurement Organisation Number: PGWJ-8768-GXLQ

6th Floor Reading Bridge House

Reading

RG1 8LS

United Kingdom

Region: UKJ11 - Berkshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

INTERACT CC LTD

  • Companies House: 07641743
  • Public Procurement Organisation Number: PGXP-2229-QPPT

2 Castle Business Village

Hampton

TW12 2BX

United Kingdom

Region: UKI75 - Hounslow and Richmond upon Thames

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

JOURNEYCALL LIMITED

  • Companies House: SC202170
  • Public Procurement Organisation Number: PHHP-7493-YMQM

14 City Quay

Dundee

DD1 3JA

United Kingdom

Region: UKM71 - Angus and Dundee City

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

KONECTA UK LIMITED

  • Companies House: 02824494
  • Public Procurement Organisation Number: PYVL-7353-BCYM

8 Harbour Exchange Square

London

E14 9HF

United Kingdom

Region: UKI42 - Tower Hamlets

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

KURA (CS) LIMITED

  • Companies House: SC476104
  • Public Procurement Organisation Number: PLNW-8839-NLTW

Citypoint

Glasgow

G4 0JY

United Kingdom

Region: UKM82 - Glasgow City

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

LIBERATA UK LIMITED

  • Companies House: 01238274
  • Public Procurement Organisation Number: PNZL-2194-VZYZ

60 Cheapside 2nd Floor Front

London

EC2V 6AX

United Kingdom

Region: UKI31 - Camden and City of London

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services

MANGO DIRECT MARKETING LTD

  • Companies House: NI070069
  • Public Procurement Organisation Number: PCBX-1768-ZRHZ

1 Balloo Court

Bangor

BT19 7AT

United Kingdom

Region: UKN09 - Ards and North Down

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

MARSTON (HOLDINGS) LIMITED

  • Companies House: 04305487
  • Public Procurement Organisation Number: PHZR-5319-ZRXR

Rutland House 8th Floor

Birmingham

B3 2JR

United Kingdom

Region: UKG31 - Birmingham

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

MAXIMUS UK SERVICES LIMITED

  • Companies House: 09072343
  • Public Procurement Organisation Number: PTZH-8512-MRCL

18c Meridian East

Leicester

LE19 1WZ

United Kingdom

Region: UKF22 - Leicestershire CC and Rutland

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

NCO EUROPE LIMITED

  • Companies House: 03122581
  • Public Procurement Organisation Number: PWQM-3739-PVLP

New City House

Preston

PR1 1AF

United Kingdom

Region: UKD45 - Mid Lancashire

Small or medium-sized enterprise (SME): Yes

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

NHS Shared Business Services Limited

  • Companies House: 05280446
  • Public Procurement Organisation Number: PDVT-6171-VHCX

Three Cherry Trees Lane

Hemel Hempstead

HP2 7AH

United Kingdom

Region: UKH23 - Hertfordshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services

PRICEWATERHOUSECOOPERS LLP

  • Companies House: OC303525
  • Public Procurement Organisation Number: PWXM-5926-GWLN

1 Embankment Place

London

WC2N 6RH

United Kingdom

Region: UKI32 - Westminster

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

REED IN PARTNERSHIP LIMITED

  • Companies House: 00851645
  • Public Procurement Organisation Number: PRBL-7293-HRJP

Academy Court, 94 Chancery Lane

London

WC2A 1DT

United Kingdom

Region: UKI31 - Camden and City of London

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

ResQ Limited

  • Companies House: 07711754
  • Public Procurement Organisation Number: PZNJ-5517-NCGZ

1st Floor 1 Paragon Square

Hull

HU1 3JZ

United Kingdom

Region: UKE11 - Kingston upon Hull, City of

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

SENSEE OPERATIONS LIMITED

  • Companies House: 15445336
  • Public Procurement Organisation Number: PRPT-7717-JCGM

Kingsgate

Birkenhead

CH41 1LH

United Kingdom

Region: UKD74 - Wirral

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

SERCO LIMITED

  • Companies House: 00242246
  • Public Procurement Organisation Number: PMNV-5613-PQMY

Serco House, 16 Bartley Wood Business Park, Bartley Way

Hook, Hampshire

RG27 9UY

United Kingdom

Region: UKJ37 - North Hampshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

SIGMA CONNECTED LTD

  • Companies House: 01221157
  • Public Procurement Organisation Number: PJGH-1134-DCXJ

Mclaren Building

Birmingham

B4 7LR

United Kingdom

Region: UKG31 - Birmingham

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

SOPRA STERIA LIMITED

  • Companies House: 04077975
  • Public Procurement Organisation Number: PHYP-9187-JNPG

Three Cherry Trees Lane

Hemel Hempstead

HP2 7AH

United Kingdom

Region: UKH23 - Hertfordshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services

TATA CONSULTANCY SERVICES LIMITED

  • Companies House: FC025271
  • Public Procurement Organisation Number: PYQZ-7177-LDYG

18 Grosvenor Place

London

SW1X 7HS

United Kingdom

Region: UKI32 - Westminster

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

TECH MAHINDRA

  • Public Procurement Organisation Number: PLJQ-3743-XMBW

Plot No. 1, Phase - III, Rajiv Gandhi Infotech Park, Hinjewadi

Pune

411057

India

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

TELEPERFORMANCE LIMITED

  • Companies House: 02060289
  • Public Procurement Organisation Number: PJHD-9674-ZLYT

Spectrum House

Bristol

BS1 3LG

United Kingdom

Region: UKK11 - Bristol, City of

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

Contract 2. Business Services

THE ENERGY SAVING TRUST LIMITED

  • Companies House: 02622374
  • Public Procurement Organisation Number: PDVN-7113-HBYN

223-231 Pentonville Road

London

N1 9NG

United Kingdom

Region: UKI43 - Haringey and Islington

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 1. Citizen Experience

WIPRO IT SERVICES UK SOCIETAS

  • Companies House: SE000134
  • Public Procurement Organisation Number: PNWL-3413-TLXN

Kings Court, 185 Kings Road

Reading, Berkshire

RG1 4EX

United Kingdom

Region: UKJ11 - Berkshire

Small or medium-sized enterprise (SME): No

Voluntary, community or social enterprise (VCSE): No

Supported employment provider: No

Public service mutual: No

Contract 2. Business Services


Contracting authority

Crown Commercial Service

  • Public Procurement Organisation Number: PBZB-4962-TVLR

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