Outsourced Contact Centre Services and Shared Business Services for UK Government and Public Sector

Outsourced Contact Centre Services and Shared Business Services for UK Government and Public Sector

Crown Commercial Services Framework. Lot 1 Contact Centres. Lot 2 Business Services.


Contract summary



    • Business transaction and personal business software package – 48400000
    • Administration services – 75100000
    • Accounting, auditing and fiscal services – 79200000

Location of contract

United Kingdom

Value of contract


Procurement reference

Contact Centres and Business Services

Published date

6 April 2021

Closing date

10 May 2021

Closing time


Contract start date

10 August 2021

Contract end date

9 August 2025

Contract type

Service contract

Procedure type

Open procedure (OJEU)

Contract is suitable for SMEs?


Contract is suitable for VCSEs?





Crown Commercial Service (CCS) intends to establish a framework agreement for the provision of outsourced contact centre services, shared services and operational business process services. The framework will be used by UK Central Government and wider public sector organisations. Buyers will include, but are not limited to, Central Government departments and their agencies, non-departmental public bodies, devolved administrations, NHS bodies, local authorities, police, voluntary sector, charities and private sector organisations procuring on behalf of these bodies.

The framework will have 2 lots:
– Lot 1 Contact Centres – for the provision of contact centres servicing citizen and industry engagement with the public sector.
– Lot 2 Business Services – for the provision of financial accounting, HR, payroll, and source-to-pay business services


More information


Additional text
A framework contract will be awarded to 15 bidders for each lot.

The maximum number of bidders may increase where 2 or more bidders have tied scores in last awarded position. We also reserve the right to award to any bidder whose final score is within 1 % of the last awarded position of this lot.

The value provided is an estimate. We cannot guarantee suppliers any business under the framework.


How to apply


Follow the instructions given in the description or the more information section.


About the buyer


Contact name

The Minister for the Cabinet Office acting through Crown Commercial Service


The Capital Building
Old Hall Street
L3 9PP