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, Finance, Payroll and Procurement

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 delivered through the Government Shared Services contract with SSCL.

We are exploring a multi-lot, multi-supplier framework agreement and will determine the structure with feedback from customers and the market.

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

We are now working to an extended timeline which will aim for an OJEU to be released in April 2021 and an award scheduled for October 2021. Our engagement will resume in September this year, after the summer break. Please note, these dates are subject to approval so may change – we will list all updates on this page.

If you have not already, please get in touch if you would like to register your interest or provide feedback.

Important links

Prior Information Notice (PIN) Read PIN
Contract Notice in OJEU Not available yet
Download tender documents Not available yet