Published date: 4 March 2024

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: 3 April 2024, 1pm

Contract summary

Industry

  • Customer services - 79342300

Location of contract

Any region

Value of contract

£47,920,000

Procurement reference

tender_411646/1321383

Published date

4 March 2024

Closing date

3 April 2024

Closing time

1pm

Contract start date

16 April 2026

Contract end date

31 March 2031

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The BBC is looking to procure customer management services to support a broad range of services including:

- Handling editorial and non-editorial complaints

- Responding to enquiries

- Managing comments & appreciations

- Technical support for iPlayer, Sounds, BBC Account

- Reception Advice

- BBC Action Lines

- BBC Charitable Appeals & Donations collections (Lifeline & Radio 4)

- Artist mail

- Ticketing for BBC shows

- Take Part in a show

- BBC Switchboard

The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.

Our strategic objectives are to:

- Manage the front door to the BBC, ensuring that audience members are heard, driving a seamless experience across the customer engagement

- Unlock innovation to future proof the service, leveraging technology where it adds value and enables the customer journey

- Uphold brand reputation by engaging with audience members in a respectful manner, building trust and demonstrating BBC values

- Amplify the value of the service and audience sentiment by cascading insights to help inform editorial and operational decision making

Any new solution or technology employed must enhance and improve our ability to handle all contacts in a consistent, timely and appropriate way. This includes issues which are serious, complex or may potentially pose reputational damage.

Our approach is to reprocure the current service scope, excluding the hosting of our Customer Relationship Management System (which will be migrated across to the BBC's Azure tenancy ahead of contract award) but including requirements to manage the BBC's Switchboard. The new contract will aim to make provision for change, including scope expansion elements (e.g. increased use of social media) that complement the existing service stack, and align ourselves to key BBC objectives, in particular 'Digital First'.

Before you are able to register your interest in this PQQ via the Jaggaer portal, you must please send a signed copy of the NDA to jonathan.palfreeman@bbc.co.uk and elaine.gannuny@bbc.co.uk. This can be found under the 'Opportunity Listing' at https://www.bbc.co.uk/supplying/opportunities and clicking on 'View Current Opportunities'.

The BBC is looking to enter into the contract in March 2025 to allow for a potential 12 month transition period, if necessary, to Service Commencement on 16th April 2026.

The service provision will have an initial term of five years, anticipated to commence on 16th April 2026 and ending on 31st March 2031.

The Contract may be extended, at the BBC's discretion, by up to 24 or 36 months

More information

Links

Additional text

Please register your interest in this project by taking the following steps: 1 - Register your company on the Jaggaer eSourcing portal (this is only required once): 1.1 Go to https://bbc.bravosolution.co.uk 1.2 - Click the link on the login page to register. 1.3 Accept the terms and conditions and click 'Continue'. 1.4 - Enter your correct business and user details. 1.5 - Note the username you chose and click 'Save' when complete. 1.6 - You will shortly receive an email with your temporary password. 2 - Express an interest in the tender: 2.1 - Login to the portal with the username/password. 2.2 - Click the 'PQQs/ITTs Open to all Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier). 2.3 - Click on the relevant PQQ/ITT to access the content. 2.4 - Click the 'Express Interest' button at the top of the page. This will move the PQQ/ITT into your 'My PQQs/My ITTs page. (This is a secure area reserved for your projects only. 2.5 - You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ITT Details' box. 3. Responding to the tender: 3.1 - Click 'My Response' under PQQ/ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining). 3.2 - You can now use the 'Messages' function to communicate with the buyer and seek any clarification. 3.3 - Note the deadline for completion, and then follow the onscreen instructions to complete the PQQ/ITT. There may be a mixture of online and offline actions for you to perform (there is detailed online help available). 3.4 You must then submit your reply using the 'Submit Response' button at the top of the page. If you require any further assistance, please consult the online help, or contact the Jaggaer eSourcing help desk.

About the buyer

Contact name

Jonathan Palfreeman

Address

Broadcasting House, Portland Place
London
W1A 1AA
England

Email

jonathan.palfreeman@bbc.co.uk