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Published 27 Jan 2023

Contracts Finder notice

Helpdesk Function

Official notice

Authority: HS2

Call-off from a framework agreement
CPV: Helpdesk services (72253100)
Published contract value£6,800,200Exc. VAT
Contract ends 3 Feb 2027
Awarded to Sitel UK Limited
Contract starts 4 Feb 2023

What is being bought

Published requirement description

Contract award of the Helpdesk Function service, which manages all enquiries and complaints received by HS2 Ltd with the utmost compassion and empathy by providing clear, timely and accurate interactions with stakeholders. The service operates a 24-hour 365-day Public Helpdesk and Enquiries Centre and manages all related enquiries, acting as a first point of contact and as public facing representatives. The contract was awarded using the Crown Commercial Services Outsourced Contact Centre and Business Services framework agreement (RM6181 - Lot 1).

Published procurement details

Framework cited in notice
Outsourced Contact Centre and Business Services · RM6181
Procedure
Call-off from a framework agreement
Buyer reference
tender_294909/1172250
Category
Services
Tender status
Complete
Award status
Active
Suitable for SMEs
Yes
Suitable for voluntary, community and social enterprises
No
Tender deadline
Procurement method
Selective
Item 1: Delivery locations as published
British Oversea Territories; Channel Islands; Europe; Isle of Man; Rest of the World; United Kingdom

Key dates

Published dates
  1. Award decision
    3 Nov 2022
  2. Notice published
    27 Jan 2023
  3. Contract starts
    4 Feb 2023
  4. Contract ends
    3 Feb 2027

Contracting authority & participating public bodies

  • HS2Contracting authority Two Snowhill, Snow Hill Queensway, Birmingham, B4 6GA, EnglandContact name, email

Suppliers named on the notice

  • Sitel UK LimitedSupplier Earlsdon Park 53-55 Butts Road, Coventry, CV1 3BH
    Voluntary, community or social enterprise
    No
    Business size
    Large

Official documents & specifications (1)

Official links; attachments are not copied

Notices published for this procedure

Source record

Source
Contracts Finder
Notice language
en
Release reference
ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d-2023-01-27T14:58:03Z
Published
27 Jan 2023
Latest update
27 Jan 2023
Procedure reference
ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d
Contract reference
ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d-1