Published date: 14 February 2025

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 1 January 2021, 12am

Contract summary

Industry

  • Customer services - 79342300

Location of contract

United Kingdom, Isle of Man, Channel Islands, British Oversea Territories, Europe, Rest of the World

Value of contract

£0

Procurement reference

BIP925744206

Published date

14 February 2025

Closing date

1 January 2021

Closing time

12am

Contract start date

1 April 2021

Contract end date

31 March 2025

Contract type

Service contract

Procedure type

Other: not specified

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Modification Notice
Original description: The provision of Customer Services via telephony and potentially other communication channels. In addition they may provide the following: management of customer contact through social media channels, secure messaging and chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.
Description of the modifications
Increase in the overall value of the contract by an additional £3.7M, for final 3 months of the contract. Original contract value increased to £75M on 04/03/2021
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of £3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value.

More information

Links

About the buyer

Address

10 Clyde Place
Glasgow
G5 8DF
UK

Telephone

+441413062109

Email

commercial@slc.co.uk