A number of big name technology companies have won places on a new public sector procurement framework for Contact Centres and Business Services set up by the Crown Commercial Service (CCS).
It is set to replace the existing Contact Centre Services framework, due to expire next March after a year-long extension, with a new Contact Centres and Business Services contract that adds common back office functions to the offering.
It comprises two lots covering the provision of the centres and the relevant business services – including financial accounting, HR, payroll and source-to pay.
According to the award notice the agency has estimated the value of the contract, set to run for four years, at up to £1.5 billion for the first lot and £2 billion for the second.
The companies awarded places on the contact centre lot are NCO Europe, go-centric, Teleperformance, Ventrica, Hinduja Global Solutions, Arvato, Sitel UK, Shared Services Connected, TTEC (UK) Solutions, Capita Business Services, Serco, G4S Facilities Management, Charles Novacroft Direct, The Contact Company and ResQ.
Several high profile software and services providers are among those to have won places on the business services lot. The list takes in Arvato, Capita Business Services, Shared Services Connected, Accenture, Serco, Liberata and NHS Shared Business Services,
Transforming cost base
The initial prior information notice said that CCS wanted to bring innovative and transformational services to the framework, emphasising the potential to “transform the existing cost base”.
The procurement took longer than usual due to the disruption of plans for supplier and customer engagement by the Covid-19 pandemic.
Image from iStock, marchmeena29
Correction to 18 companies on 25.8.21
