Buyer Name: Crown Commercial Service
Buyer Address: 9th Floor, The Capital, Old Hall Street, Liverpool, UKD72, L3 9PP, United Kingdom
Contact Email: supplier@crowncommercial.gov.uk
Contact Telephone: +44 3454102222
Outsourced Services
Buyer Contact Info
Status
active
active
Procedure
open
open
Value
5000000000.0 GBP
Gross: 6000000000 GBP
5000000000.0 GBP
Gross: 6000000000 GBP
Published
29 Apr 2025, 11:13
29 Apr 2025, 11:13
Deadline
30 Apr 2025, 14:00
30 Apr 2025, 14:00
Contract Start
n/a
n/a
Contract End
n/a
n/a
Category
services
services
CPV
79000000 - Business services: law, marketing, consulting, recruitment, printing and security
79000000 - Business services: law, marketing, consulting, recruitment, printing and security
Region
n/a
n/a
Awarded To
n/a
n/a
Official Source
Open Find a Tender
Open Find a Tender
Description
This framework is for the provision of a range of outsourced business services including contact centres, process administration, HR, Payroll, Procurement and Financial Administration.
Linked Documents
Select a document to preview.
Opportunity Context
More Information Links
External Link: https://www.find-tender.service.gov.uk/Notice/017578-2025
Link Description: Tender notice on Find a Tender
Lots
Lot Title: Citizen Experience
Lot Description: Provides flexible and scalable fully outsourced contact centre services, inclusive of inbound and outbound contact capabilities for the public sector. You can access services such as: • provision of information, products and services • sending information to other citizens and industry The agreement covers new and innovative ways of accessing contact centre services including, but not limited to: • web chat • social media • online services • voice/agent contact Organisations can also access Transformation Consultancy if they need support with transforming and modernising their interactions with citizens and industry. Transformational Consultancy is only available as part of the service as a whole. There is an optional service of Process Administration.
Lot 1 Status: active
Lot 1 Value: GBP 2,500,000,000
Lot 1 Value (Gross): GBP 3,000,000,000
Lot 1 Contract Start: 2025-10-02T00:00:00+01:00
Lot 1 Contract End: 2029-10-01T23:59:59+01:00
Lot 1 SME Suitable: Yes
Lot 1 Award Criterion (quality): Social Value (10%)
Lot 1 Award Criterion (quality): Innovation (27.5%)
Lot 1 Award Criterion (quality): Transformation (12.5%)
Lot 1 Award Criterion (quality): Project Management Lot 1 Citizen Experience (12.5%)
Lot 1 Award Criterion (quality): Managing a Quality Service Lot 1 Citizen Experience (27.5%)
Lot 1 Award Criterion (price): Price - Lot 1 (10%)
Lot Title: Business Services
Lot Description: Provides specialist support for the outsourcing of common back office functions including: • Human Resources (HR) • Financial Administration • Payroll • Procurement
Lot 2 Status: active
Lot 2 Value: GBP 2,500,000,000
Lot 2 Value (Gross): GBP 3,000,000,000
Lot 2 Contract Start: 2025-10-02T00:00:00+01:00
Lot 2 Contract End: 2029-10-01T23:59:59+01:00
Lot 2 SME Suitable: Yes
Lot 2 Award Criterion (quality): Social Value (10%)
Lot 2 Award Criterion (quality): Innovation (25%)
Lot 2 Award Criterion (quality): Transformation (17.5%)
Lot 2 Award Criterion (quality): Project Management Lot 2 Business Services (12.5%)
Lot 2 Award Criterion (quality): Managing a Quality Service Lot 2 Business Services (25%)
Lot 2 Award Criterion (price): Price - Lot 2 (10%)
Documents
Document Description: Not published
Document Description: Tender notice on Find a Tender
Raw Notice JSON
Expand raw payload
{
"buyer": {
"id": "GB-PPON-PBZB-4962-TVLR",
"name": "Crown Commercial Service"
},
"date": "2025-04-29T12:13:03+01:00",
"id": "017578-2025",
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"countryName": "United Kingdom",
"locality": "Liverpool",
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"region": "UKD72",
"streetAddress": "9th Floor, The Capital, Old Hall Street"
},
"contactPoint": {
"email": "supplier@crowncommercial.gov.uk",
"telephone": "+44 3454102222"
},
"details": {
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"scheme": "UK_CA_TYPE"
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],
"url": "https://www.gov.uk/ccs"
},
"id": "GB-PPON-PBZB-4962-TVLR",
"identifier": {
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"scheme": "GB-PPON"
},
"name": "Crown Commercial Service",
"roles": [
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}
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"coveredBy": [
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"description": "This framework is for the provision of a range of outsourced business services including contact centres, process administration, HR, Payroll, Procurement and Financial Administration.",
"documents": [
{
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"documentType": "conflictOfInterest",
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},
{
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"format": "application/pdf",
"id": "A-184",
"url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-184"
},
{
"datePublished": "2025-04-29T12:13:03+01:00",
"description": "Tender notice on Find a Tender",
"documentType": "tenderNotice",
"format": "text/html",
"id": "017578-2025",
"noticeType": "UK4",
"url": "https://www.find-tender.service.gov.uk/Notice/017578-2025"
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],
"enquiryPeriod": {
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"id": "RM6295",
"items": [
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{
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{
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{
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{
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{
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{
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"id": "79500000",
"scheme": "CPV"
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{
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{
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{
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{
"description": "Other community, social and personal services",
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"deliveryAddresses": [
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{
"country": "GG",
"countryName": "Guernsey",
"region": "GG"
},
{
"country": "IM",
"countryName": "Isle of Man",
"region": "IM"
},
{
"country": "JE",
"countryName": "Jersey",
"region": "JE"
}
],
"id": "1",
"relatedLot": "1"
},
{
"additionalClassifications": [
{
"description": "Business services: law, marketing, consulting, recruitment, printing and security",
"id": "79000000",
"scheme": "CPV"
},
{
"description": "Procurement software package",
"id": "48490000",
"scheme": "CPV"
},
{
"description": "Postal and telecommunications services",
"id": "64000000",
"scheme": "CPV"
},
{
"description": "Telecommunications services",
"id": "64200000",
"scheme": "CPV"
},
{
"description": "Accounting and auditing services",
"id": "79210000",
"scheme": "CPV"
},
{
"description": "Payroll management services",
"id": "79211110",
"scheme": "CPV"
},
{
"description": "Office-support services",
"id": "79500000",
"scheme": "CPV"
},
{
"description": "Telephone-answering services",
"id": "79510000",
"scheme": "CPV"
},
{
"description": "Call centre",
"id": "79512000",
"scheme": "CPV"
},
{
"description": "Supply services of personnel including temporary staff",
"id": "79620000",
"scheme": "CPV"
},
{
"description": "Other community, social and personal services",
"id": "98000000",
"scheme": "CPV"
}
],
"deliveryAddresses": [
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UK"
},
{
"country": "GG",
"countryName": "Guernsey",
"region": "GG"
},
{
"country": "IM",
"countryName": "Isle of Man",
"region": "IM"
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{
"country": "JE",
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"region": "JE"
}
],
"id": "2",
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}
],
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"lots": [
{
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"type": "quality"
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{
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"type": "quality"
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],
"type": "quality"
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{
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},
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"startDate": "2025-10-02T00:00:00+01:00"
},
"description": "Provides flexible and scalable fully outsourced contact centre services, inclusive of inbound and outbound contact capabilities for the public sector. You can access services such as:\n\u2022\tprovision of information, products and services\n\u2022\tsending information to other citizens and industry\nThe agreement covers new and innovative ways of accessing contact centre services including, but not limited to:\n\u2022\tweb chat\n\u2022\tsocial media\n\u2022\tonline services\n\u2022\tvoice/agent contact\nOrganisations can also access Transformation Consultancy if they need support with transforming and modernising their interactions with citizens and industry. Transformational Consultancy is only available as part of the service as a whole.\nThere is an optional service of Process Administration.",
"id": "1",
"selectionCriteria": {
"criteria": [
{
"description": "The conditions of participation relating to the legal and financial capacity are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.",
"type": "economic"
},
{
"description": "The conditions of participation relating to technical capability are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.",
"type": "technical"
}
]
},
"status": "active",
"suitability": {
"sme": true,
"vcse": true
},
"title": "Citizen Experience",
"value": {
"amount": 2500000000,
"amountGross": 3000000000,
"currency": "GBP"
}
},
{
"awardCriteria": {
"criteria": [
{
"name": "Social Value",
"numbers": [
{
"number": 10,
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}
],
"type": "quality"
},
{
"name": "Innovation",
"numbers": [
{
"number": 25,
"weight": "percentageExact"
}
],
"type": "quality"
},
{
"name": "Transformation",
"numbers": [
{
"number": 17.5,
"weight": "percentageExact"
}
],
"type": "quality"
},
{
"name": "Project Management Lot 2 Business Services",
"numbers": [
{
"number": 12.5,
"weight": "percentageExact"
}
],
"type": "quality"
},
{
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]
},
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"startDate": "2025-10-02T00:00:00+01:00"
},
"description": "Provides specialist support for the outsourcing of common back office functions including:\n\u2022 Human Resources (HR)\n\u2022 Financial Administration\n\u2022 Payroll\n\u2022 Procurement",
"id": "2",
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"criteria": [
{
"description": "The conditions of participation relating to the legal and financial capacity are set out in the ITT, in the procurement specific questionnaire. The conditions of participation will be assessed in accordance with the assessment methodologies detailed in the procurement specific questionnaire and Attachment 2 How to tender.",
"type": "economic"
},
{
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}
]
},
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"vcse": true
},
"title": "Business Services",
"value": {
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"amountGross": 3000000000,
"currency": "GBP"
}
}
],
"mainProcurementCategory": "services",
"participationFees": [
{
"description": "The Supplier will pay, excluding VAT, 1% of all the Charges for the Deliverables invoiced to the Buyer under all Call-Off Contracts.",
"id": "ocds-h6vhtk-04ed73",
"relativeValue": {
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"proportion": 0.01
},
"type": [
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]
}
],
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure",
"status": "active",
"submissionMethodDetails": "https://crowncommercialservice.bravosolution.co.uk",
"submissionTerms": {
"electronicSubmissionPolicy": "allowed",
"languages": [
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]
},
"techniques": {
"frameworkAgreement": {
"buyerCategories": "Refer to RM6295 Outsourced Services - Customer List for details of contracting authorities that may use the framework.",
"description": "Refer to Framework Schedule 7 for details of the competitive selection processes for the award of contracts under this framework. In the event that there is a challenge to the Competition and such a challenge is confined to any one particular Lot, the Authority reserves the right to the extent that it is lawful to do so, to conclude a Framework Contract with the successful Suppliers in respect of the Lot(s) that has (have) not been so challenged.\" and this should go in the lot descriptions the rest is covered in the ITT The Authority also reserves the right to extend Lots by varying durations.",
"method": "withAndWithoutReopeningCompetition",
"type": "open"
},
"hasFrameworkAgreement": true
},
"tenderPeriod": {
"endDate": "2025-04-30T15:00:00+01:00"
},
"title": "Outsourced Services",
"value": {
"amount": 5000000000,
"amountGross": 6000000000,
"currency": "GBP"
}
}
}