Contact Centres and Business Services

A Contract Award Notice
by THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE

Source
Find a Tender
Type
Framework (Services)
Duration
not specified
Value
£2B-£2B
Sector
BUSINESS
Published
23 Aug 2021
Delivery
not specified
Deadline
n/a

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 22 suppliers

1 buyer

18 suppliers

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.

Lot Division

1 Contact Centres

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.
2 Business Services

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.

Award Detail

1 Nco Europe (Preston)
  • Reference: 020738-2021-1
  • Value: £1,500,000,000
2 Go Centric (Leeds)
  • Reference: 020738-2021-2
  • Value: £1,500,000,000
3 Teleperformance (Bristol)
  • Reference: 020738-2021-3
  • Value: £1,500,000,000
4 Ventrica (Southend on Sea)
  • Reference: 020738-2021-4
  • Value: £1,500,000,000
5 Hinduja Global Solutions (Brentford)
  • Reference: 020738-2021-5
  • Value: £1,500,000,000
6 Arvato (London)
  • Reference: 020738-2021-6
  • Value: £1,500,000,000
7 Sitel (Coventry)
  • Reference: 020738-2021-7
  • Value: £1,500,000,000
8 Shared Services Connected (Hemel Hempstead)
  • Reference: 020738-2021-8
  • Value: £1,500,000,000
9 Ttec UK Solutions (London)
  • Reference: 020738-2021-9
  • Value: £1,500,000,000
10 Capita Business Services (London)
  • Reference: 020738-2021-10
  • Value: £1,500,000,000
11 Serco (Hook)
  • Reference: 020738-2021-11
  • Value: £1,500,000,000
12 G4S Facilities Management (London)
  • Reference: 020738-2021-12
  • Value: £1,500,000,000
13 Charles Novacroft Direct (Milton Keynes)
  • Reference: 020738-2021-13
  • Value: £1,500,000,000
14 Contact (Birkenhead)
  • Reference: 020738-2021-14
  • Value: £1,500,000,000
15 Resq (Kingston upon Hull)
  • Reference: 020738-2021-15
  • Value: £1,500,000,000
16 Arvato (London)
  • Reference: 020738-2021-16
  • Value: £2,000,000,000
17 Capita Business Services (London)
  • Reference: 020738-2021-17
  • Value: £2,000,000,000
18 Shared Services Connected (Hemel Hempstead)
  • Reference: 020738-2021-18
  • Value: £2,000,000,000
19 Accenture (London)
  • Reference: 020738-2021-19
  • Value: £2,000,000,000
20 Serco (Hook)
  • Reference: 020738-2021-20
  • Value: £2,000,000,000
21 Liberata (Croydon)
  • Reference: 020738-2021-21
  • Value: £2,000,000,000
22 NHS Shared Business Services (Hemel Hempstead)
  • Reference: 020738-2021-22
  • Value: £2,000,000,000

Award Criteria

Quality 80
price 20

CPV Codes

  • 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
  • 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
  • 75112000 - Administrative services for business operations
  • 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
  • 79400000 - Business and management consultancy and related services
  • 79414000 - Human resources management consultancy services
  • 79418000 - Procurement consultancy services
  • 79500000 - Office-support services
  • 79520000 - Reprographic services
  • 79560000 - Filing 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

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** 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-e57a5b... 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.

Reference

Domains