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
Framework
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.
Contract 1. 1 - Citizen Experience
Lots
Lot 1. Citizen Experience
Suppliers (21)
- ACCENTURE (UK) LIMITED
- ARVATO LIMITED
- CAPITA BUSINESS SERVICES LTD
- CHARLES NOVACROFT DIRECT LIMITED
- CLEARANSWER CALL CENTRES LIMITED
- CONCENTRIX TSC UK LTD
- DDC OUTSOURCING SOLUTIONS LIMITED
- FOUNDEVER GB LIMITED
- G4S FACILITIES MANAGEMENT (UK) LIMITED
- HINDUJA GLOBAL SOLUTIONS UK LIMITED
- HUNTSWOOD CTC LIMITED
- KONECTA UK LIMITED
- MAXIMUS UK SERVICES LIMITED
- NCO EUROPE LIMITED
- PRICEWATERHOUSECOOPERS LLP
- REED IN PARTNERSHIP LIMITED
- SERCO LIMITED
- SIGMA CONNECTED LTD
- TATA CONSULTANCY SERVICES LIMITED
- TELEPERFORMANCE LIMITED
- THE ENERGY SAVING TRUST LIMITED
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
Date signed
2 October 2025
Contract dates
- 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. 2 - Business Services
Lots
Lot 2. Business Services
Suppliers (13)
- ACCENTURE (UK) LIMITED
- ARVATO LIMITED
- CAPITA BUSINESS SERVICES LTD
- CENTRIC HR LIMITED
- CGI IT UK LIMITED
- LIBERATA UK LIMITED
- NHS Shared Business Services Limited
- PRICEWATERHOUSECOOPERS LLP
- SERCO LIMITED
- SOPRA STERIA LIMITED
- TATA CONSULTANCY SERVICES LIMITED
- TELEPERFORMANCE LIMITED
- WIPRO IT SERVICES UK SOCIETAS
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
Date signed
2 October 2025
Contract dates
- 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
Other information
Applicable trade agreements
- Government Procurement Agreement (GPA)
Conflicts assessment prepared/revised
Yes
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
Email: UK.TenderMonitoring@accenture.com
Website: https://www.accenture.com/gb-en
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. 1 - Citizen Experience
Contract 2. 2 - Business Services
ARVATO LIMITED
- Companies House: 03923307
- Public Procurement Organisation Number: PBJD-4433-ZLVL
One Fleet Place
London
EC4M 7WS
United Kingdom
Email: bids@arvatoconnect.co.uk
Website: http://www.arvatoconnect.co.uk
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. 1 - Citizen Experience
Contract 2. 2 - Business Services
CAPITA BUSINESS SERVICES LTD
- Companies House: 02299747
- Public Procurement Organisation Number: PGJV-4881-DTGT
First Floor, 2 Kingdom Street
London
W2 6BD
United Kingdom
Email: engagewithus@capita.com
Website: http://www.Capita.com
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. 1 - Citizen Experience
Contract 2. 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
Email: steve@centrichr.co.uk
Website: https://centrichr.co.uk/
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. 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
Email: uk.gen.ccsframeworks@cgi.com
Website: https://www.cgi.com/uk/en-gb
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. 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
Email: business.growth@novacroft.com
Website: http://www.novacroft.com
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. 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
Email: pmarston@clearanswer.co.uk
Website: https://www.clearanswer.co.uk/
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. 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
Email: simon.coulbeck@concentrix.com
Website: http://www.concentrix.com
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. 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
Email: linus.christ@theddcgroup.com
Website: https://theddcgroup.com/
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. 1 - Citizen Experience
FOUNDEVER GB LIMITED
- Companies House: 03450786
- Public Procurement Organisation Number: PNBQ-2164-YDXW
Earlsdon Park
Coventry
CV1 3BH
United Kingdom
Email: ian.conduit@foundever.com
Website: http://www.foundever.com
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. 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. 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
Email: bidteam@teamhgs.com
Website: http://www.hgs.cx
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. 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
Email: bidteam@huntswood.com
Website: https://www.huntswood.com/
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. 1 - Citizen Experience
KONECTA UK LIMITED
- Companies House: 02824494
- Public Procurement Organisation Number: PYVL-7353-BCYM
8 Harbour Exchange Square
London
E14 9HF
United Kingdom
Email: paul.egan@konecta.com
Website: http://www.konecta.com
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. 1 - Citizen Experience
LIBERATA UK LIMITED
- Companies House: 01238274
- Public Procurement Organisation Number: PNZL-2194-VZYZ
60 Cheapside 2nd Floor Front
London
EC2V 6AX
United Kingdom
Email: bidadmin@liberata.com
Website: https://liberata.com/
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. 2 - Business Services
MAXIMUS UK SERVICES LIMITED
- Companies House: 09072343
- Public Procurement Organisation Number: PTZH-8512-MRCL
18c Meridian East
Leicester
LE19 1WZ
United Kingdom
Email: tendertracking@maximusuk.co.uk
Website: http://www.maximusuk.co.uk
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. 1 - Citizen Experience
NCO EUROPE LIMITED
- Companies House: 03122581
- Public Procurement Organisation Number: PWQM-3739-PVLP
New City House
Preston
PR1 1AF
United Kingdom
Email: tailap.bhatt@ncoeurope.com
Website: http://www.ncoeurope.com
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. 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
Email: sbs-b.bidmanagement@nhs.net
Website: https://www.sbs.nhs.uk/
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. 2 - Business Services
PRICEWATERHOUSECOOPERS LLP
- Companies House: OC303525
- Public Procurement Organisation Number: PWXM-5926-GWLN
1 Embankment Place
London
WC2N 6RH
United Kingdom
Email: uk_tender_tracker@pwc.com
Website: http://www.pwc.co.uk
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. 1 - Citizen Experience
Contract 2. 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. 1 - Citizen Experience
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
Email: generalenquiries@serco.com
Website: https://www.serco.com/
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. 1 - Citizen Experience
Contract 2. 2 - Business Services
SIGMA CONNECTED LTD
- Companies House: 01221157
- Public Procurement Organisation Number: PJGH-1134-DCXJ
Mclaren Building
Birmingham
B4 7LR
United Kingdom
Email: hello@sigmaconnected.com
Website: http://www.sigmaconnected.com
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. 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
Email: sector-support@soprasteria.com
Website: http://www.soprasteria.co.uk
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. 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
Email: uk.publicsector@tcs.com
Website: https://www.tcs.com/
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. 1 - Citizen Experience
Contract 2. 2 - Business Services
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. 1 - Citizen Experience
Contract 2. 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
Email: david.angelini@est.org.uk
Website: https://energysavingtrust.org.uk/
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. 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
Email: publicsector-uki@wipro.com
Website: https://www.wipro.com/
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. 2 - Business Services
Contracting authority
Crown Commercial Service
- Public Procurement Organisation Number: PBZB-4962-TVLR
9th Floor, The Capital, Old Hall Street
Liverpool
L3 9PP
United Kingdom
Region: UKD72 - Liverpool
Organisation type: Public authority - central government