Contact centres includes a broad range of communications channels that the public uses to answer queries about government services. This includes telephony, email and web-based communications. The services have been divided into 2 lots: niche contact centre consultancy, and the contact centres themselves.
The agreement is for UK public sector bodies, including central government and arm’s length bodies and agencies, non-departmental public bodies, NHS bodies and local authorities, and the wider public sector.
The duration of the agreement is 4 years. It replaces lot 5 of the creative solutions framework (RM988), which expired March 2017.