Outsourced Contact Centre and Business Services

Scope

This agreement will provide outsourcing services for UK central government departments and all other public sector bodies.

The services will include:

  • contact centres
  • business services (including HR, Financial Accounting, Payroll and Source to Pay)

The agreement replaces the services provided under RM3815 Contact Centre Services but with additional scope for the outsourcing of common back office functions through business services. The latter is currently achieved through the Government Shared Services contract with SSCL.

Customer and market engagement

In late 2019 we hosted several customer and supplier engagement sessions to help inform our thinking for the framework. Further engagement was planned for early 2020 but this has been delayed due to Covid-19. As a result we have extended the Contact Centre Services (RM3815) agreement until 31 March 2022.

We are currently in the procurement phase for this agreement. The deadline for receipt of tenders has now passed and no further tenders will be accepted.

We are still on schedule to meet all published dates in the time line below.

Important links

Prior Information Notice (PIN) Read PIN
Contract Notice in OJEU Read contract notice
Find a tender Read find a tender

Timeline

Activity Estimate dates
Publication of OJEU 9 April 2021
Framework award August/September 2021