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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.
| Supplier | Identifier | Award Value | Lots Won | Cross-References |
|---|---|---|---|---|
| Accenture (UK) Limited | 04757301 | ~£2,000,000,000 estimated from lot values | 1 lot Business Services | LOBBYIST Global Counsel Ltd (1 quarter) |
| Arvato Limited | 03923307 | ~£3,500,000,000 estimated from lot values | 2 lots Contact Centres · Business Services | - |
| Capita Business Services Ltd | 02299747 | ~£3,500,000,000 estimated from lot values | 2 lots Contact Centres · Business Services | FORMER MP |
| Charles Novacroft Direct Limited | 03601214 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| Full list of successful suppliers is available on Contracts Finder | - | - | 1 lot All Lots | - |
| G4S Facilities Management (UK) Limited | 03333860 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| go-centric Limited | 07377180 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | LOBBYIST Quantum Communications Group Limited (3 quarters) |
| Hinduja Global Solutions UK Ltd (HGS UK Ltd) | 03017799 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| Liberata UK Limited | 01238274 | ~£2,000,000,000 estimated from lot values | 1 lot Business Services | - |
| NCO Europe Limited | 03122581 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| NHS Shared Business Services Limited | 05280446 | ~£2,000,000,000 estimated from lot values | 1 lot Business Services | - |
| ResQ Limited | 07711754 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| Serco Limited | 00242246 | ~£3,500,000,000 estimated from lot values | 2 lots Contact Centres · Business Services | LOBBYIST Crowne Associates Ltd (2 quarters) DGA Group UK Limited (2 quarters) MHP Communications (2 quarters) FGS Global (UK) Limited (1 quarter) |
| Shared Services Connected Limited | 08460577 | ~£3,500,000,000 estimated from lot values | 2 lots Contact Centres · Business Services | - |
| Sitel UK Limited | 03450786 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| Teleperformance Ltd | 02060289 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | LOBBYIST Crestview Strategy Ltd (1 quarter) Crowne Associates Ltd (1 quarter) |
| The Contact Company Ltd | 05548951 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| The Minister for the Cabinet Office acting through Crown Commercial Service (CCS) | - | - | 1 lot All Lots | - |
| TTEC (UK) Solutions Limited | 03180171 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
| Ventrica Ltd | 06908560 | ~£1,500,000,000 estimated from lot values | 1 lot Contact Centres | - |
This procurement was divided into 3 lots, each awarded separately. 529 bids were received in total.
| Lot | Value | Bids Received | Awarded To | Status |
|---|---|---|---|---|
| Lot 1 Contact Centres 1,440 days (≈3.9 yrs) | £1,500,000,000 £22,500,000,000 initial term | 32 | NCO Europe Limited go-centric Limited Teleperformance Ltd Ventrica Ltd Hinduja Global Solutions UK Ltd (HGS UK Ltd) Arvato Limited Sitel UK Limited Shared Services Connected Limited TTEC (UK) Solutions Limited Capita Business Services Ltd Serco Limited G4S Facilities Management (UK) Limited Charles Novacroft Direct Limited The Contact Company Ltd ResQ Limited | active |
| Lot 2 Business Services 1,440 days (≈3.9 yrs) | £2,000,000,000 £14,000,000,000 initial term | 7 | Arvato Limited Capita Business Services Ltd Shared Services Connected Limited Accenture (UK) Limited Serco Limited Liberata UK Limited NHS Shared Business Services Limited | active |
| Lot 1 & 2 All Lots 1,440 days (≈3.9 yrs) | £3,500,000,000 initial term | - | Full list of successful suppliers is available on Contracts Finder The Minister for the Cabinet Office acting through Crown Commercial Service (CCS) | active |
Government spending data: These suppliers have received £14,346,037,978 in 107,662 payments (over £25k) from UKRI GPC, Department for Work and Pensions, HMRC, Department for Education, Department of Health and Social Care and 102 more public bodies (2010-04-01 to 2093-03-06).
Changes the buyer published to this notice after it first appeared.
Published by the buyer on this notice. Check the original notice — details change and are not updated here.