Published date: 28 June 2019

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


Closing: 6 March 2019

Contract summary

Industry

  • Call centre - 79512000

Location of contract

Wales

Value of contract

£3,391,466

Procurement reference

CCCS18A15.

Published date

28 June 2019

Closing date

6 March 2019

Contract start date

1 November 2019

Contract end date

31 October 2022

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?

Yes

Contract is suitable for VCSEs?

No

Description

Please note that this transparency notice is for information purposes only.

5.1 The list of 'in scope' products and services the Supplier shall provide are as follows:

5.1.1 Inbound contact (including the ability to manage all interactions through the medium of Welsh at all times);

5.1.2 Staff recruitment, training (supplemented by specific training by the Customer as required) and quality assurance, which will be audited quarterly;
5.1.3 Reporting and analytics;
5.1.4 Telephony Platform (Cloud Based);
5.1.5 Computer Telephony Interface (CTI) and Automatic Call Distributor (ACD) solution;
5.1.6 Voice Circuits (SIP Channels);
5.1.7 Email Handling System
5.1.8 Other supporting infrastructure for operation of Contact Centre;
5.1.9 Recommendations for transitioning to digital channels, predicated on key drivers in; and
5.1.10 Periodic ad-hoc requests.

More information

Attachments

Award information

Awarded date

10 May 2019

Contract start date

1 November 2019

Contract end date

31 October 2022

Total value of contract

£6,900,000

This contract was awarded to 1 supplier.

SERCO LIMITED

Address

Serco House, 16 Bartley Wood Business Park, Bartley Way RG27 9UY Hook England

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Crown Commercial Service on behalf of Companies House : Department for Business Energy & Industrial Strategy

Address

Floor 9, The Capital Building, Old Hall Street
Liverpool
L3 9PP
England

Telephone

3450103503

Email

supplier@crowncommercial.gov.uk

Website

https://www.gov.uk/government/organisations/crown-commercial-service