Published date: 6 January 2026

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 19 December 2025, 10am

Contract summary

Industry

  • Shared-business telephone network services - 64213000

Location of contract

Any region

Value of contract

£58,323,349.75

Procurement reference

tender_214711/1542646

Published date

6 January 2026

Closing date

19 December 2025

Closing time

10am

Contract start date

17 August 2026

Contract end date

16 August 2028

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Continuation of the contract through utilisation of the provisioned optional contract extension. This is a contract modification notice of the original contract https://www.contractsfinder.service.gov.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4
Original contract description: The Department for Education (DfE) acting through the Education and Skills
Funding Agency (ESFA) has awarded a single supplier contract to deliver the
Customer Engagement Centre Service (CEC).
The service shall provide a digital-first, Omni-Channel model designed around User
needs, delivered through a responsive, agile and flexible CEC Supplier. The service
shall provide consolidated customer interactions, develop a common approach to
customer experience and streamline delivery making best use of modern
technologies while capitalising on development within the industry.
The service provider will act as a 'Strategic Partner' to the Department, operating
dynamically for the duration of the Call Off Contract Period, working collaboratively
to deliver on changing operational objectives and strategic priorities.

More information

Attachments

Additional text

We are asking for a time extension of 24 months, and to exercise the full contract spend, under Public Sector Regulations 72, which states:
72.(1) Contracts and framework agreements may be modified without a new procurement procedure in accordance with this Part in any of the following cases:
(a)where the modifications, irrespective of their monetary value, have been provided for in the initial procurement documents in clear, precise and unequivocal review clauses, which may include price revision clauses or options, provided that such clauses- Extension provisions were built into this contract
(i)state the scope and nature of possible modifications or options as well as the conditions under which they may be used, and
(ii)do not provide for modifications or options that would alter the overall nature of the contract or the framework agreement; THERE WILL BE NO CHANGE OF SCOPE TO THE ORIGINAL CONTRACT AND ALL ORIGINAL TERMS AND CONDITIONS WILL REMAIN THE SAME.

Award information

Awarded date

19 December 2025

Contract start date

17 August 2026

Contract end date

16 August 2028

Total value of contract

£58,323,349.75

This contract was awarded to 1 supplier.

Arvato Limited

Address

One Fleet Place, London, EC54M 7WS

Reference

Companies House number: 03923307

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

Cheylesmore House
South Coventry England
CV1 2WT
England

Email

esfaprocurement.help@education.gov.uk