PRO004931-Services-Contract-Contact Centre Resources

{
  "awards": [
    {
      "aboveThreshold": true,
      "assessmentSummariesDateSent": "2025-11-21T00:00:00Z",
      "contractPeriod": {
        "endDate": "2026-12-07T23:59:59Z",
        "maxExtentDate": "2028-12-07T23:59:59Z",
        "startDate": "2025-12-08T00:00:00Z"
      },
      "date": "2025-11-20T00:00:00Z",
      "documents": [
        {
          "datePublished": "2025-11-21T13:56:26Z",
          "description": "Contract award notice on Find a Tender",
          "documentType": "awardNotice",
          "format": "text/html",
          "id": "076056-2025",
          "noticeType": "UK6",
          "url": "https://www.find-tender.service.gov.uk/Notice/076056-2025"
        }
      ],
      "hasRenewal": true,
      "id": "1",
      "items": [
        {
          "additionalClassifications": [
            {
              "description": "Telephone-answering services",
              "id": "79510000",
              "scheme": "CPV"
            }
          ],
          "deliveryAddresses": [
            {
              "country": "GB",
              "countryName": "United Kingdom",
              "region": "UKD"
            }
          ],
          "id": "1",
          "relatedLot": "1"
        }
      ],
      "mainProcurementCategory": "services",
      "milestones": [
        {
          "dueDate": "2025-12-08T23:59:59Z",
          "id": "1",
          "status": "scheduled",
          "type": "futureSignatureDate"
        }
      ],
      "relatedLots": [
        "1"
      ],
      "renewal": {
        "description": "Optional and discretionary extension provision is included within the contract. Service may be extended up to 2 years, with a maximum contract term of 3 years (1+1+1)."
      },
      "standstillPeriod": {
        "endDate": "2025-12-03T23:59:59+00:00"
      },
      "status": "pending",
      "suppliers": [
        {
          "id": "GB-COH-SC146564",
          "name": "CONCENTRIX TSC UK LTD"
        }
      ],
      "value": {
        "amountGross": 6600000,
        "currency": "GBP"
      }
    }
  ],
  "buyer": {
    "id": "GB-COH-02366678",
    "name": "UNITED UTILITIES WATER LIMITED"
  },
  "date": "2025-11-21T13:56:26Z",
  "id": "076056-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05866e",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PVVB-5589-BWHX",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Great Sankey",
        "postalCode": "WA5 3LP",
        "region": "UKD61",
        "streetAddress": "Haweswater House, Lingley Green Avenue"
      },
      "contactPoint": {
        "email": "Commercialapprovalsboard@uuplc.co.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-COH-02366678",
      "identifier": {
        "id": "02366678",
        "scheme": "GB-COH"
      },
      "name": "UNITED UTILITIES WATER LIMITED",
      "roles": [
        "buyer"
      ]
    },
    {
      "additionalIdentifiers": [
        {
          "id": "PXGQ-7837-WNBZ",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Shrewsbury",
        "postalCode": "SY2 6LG",
        "region": "UKG22",
        "streetAddress": "Rowan House North 1 The Professional Quarter"
      },
      "contactPoint": {
        "email": "JoelW@WeLoveToKnow.com"
      },
      "id": "GB-COH-12968507",
      "identifier": {
        "id": "12968507",
        "scheme": "GB-COH"
      },
      "name": "THE KNOWLEDGE GROUP SERVICES LIMITED",
      "roleDetails": "Procurement and advisory partner",
      "roles": [
        "procuringEntity"
      ]
    },
    {
      "additionalIdentifiers": [
        {
          "id": "PZYZ-1215-CQVR",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Larbert",
        "postalCode": "FK5 4RX",
        "region": "UKM76",
        "streetAddress": "1 Central Park Avenue,"
      },
      "contactPoint": {
        "email": "simon.coulbeck@concentrix.com"
      },
      "details": {
        "publicServiceMissionOrganization": false,
        "scale": "large",
        "shelteredWorkshop": false,
        "url": "http://www.concentrix.com",
        "vcse": false
      },
      "id": "GB-COH-SC146564",
      "identifier": {
        "id": "SC146564",
        "scheme": "GB-COH"
      },
      "name": "CONCENTRIX TSC UK LTD",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "description": "The scope is to include all provisions necessary to create additional resource and capacity to support UU\u0027s in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.\nThe objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.\nThe agreement includes a comprehensive service proposal, covering:\n\u2022\tStaffing and training model\n\u2022\tTechnology stack (IT and telephony setup)\n\u2022\tGovernance and reporting structure\n\u2022\tQuality assurance approach\n\u2022\tSupplier readiness for mobilisation ahead of January billing peak",
    "id": "ocds-h6vhtk-05866e",
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "id": "1",
        "status": "complete"
      }
    ],
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "specialRegime": [
      "utilities"
    ],
    "status": "complete",
    "title": "PRO004931-Services-Contract-Contact Centre Resources"
  }
}