Official UK procurement notice
Contact Centre Services · UK public procurement notice
Authority: Student Loans Company (Central government)·Consortium: 2 public authorities
Re-procurement plannedContact Centre Services · tender expected
What is being bought
Published requirement descriptionThe 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 chatbots
•ad-hoc administration work to support account processing
•additional blended work to support contact and repayments processing
•outbound calling
•web chat
CPV: Customer services
The lotProcurement structure
single lot · no lot value publishedLot #1The provision of Customer Services via telephony and potentially other communication…Awarded
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.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 11 Mar 2021, 14:24 GMT
- Last source update
- 13 Feb 2025, 19:05 GMT
- Authority reference
2019-SLC-252- FTS notice number
2025/S 000-005036- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-029ac9Find a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015
Publisher note: To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=925744206 GO Reference: GO-2025213-PRO-29423739
Notice history
1 event · 3 releases on Find a Tender- Buyer details updated13 Feb 2025, 19:05 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Teleperformance Ltd | £50,600,000 †same award published again · counted once | — | Awarded |
| Teleperformance Ltd | £78,700,000 † | — | Awarded |
| Teleperformance Ltd | £75,000,000 †same award published again · counted once | — | Awarded |
Contracts
Contract 004952-2021-2019-SLC-252-1 · Teleperformance Ltd
- Signed
- 4 Mar 2021
- Value
- £50,600,000
- Status
- active
Contact Centre Services · Teleperformance Ltd
- Signed
- 4 Mar 2021
- Value
- £78,700,000
- Status
- active
- Change 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, Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: 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.
- Change 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, Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: 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.
Contact Centre Services · Teleperformance Ltd
- Signed
- 4 Mar 2021
- Value
- £75,000,000
- Status
- active
- Change Increase in the overall value of the contract., Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: SLC can show that all 3 requirements of Reg 72(1)(c) are met. Firstly, at the point of agreement commencement, there was no way to anticipate the impact of the Covid-19 pandemic or the cost of living crisis and the impact it would have on recruitment. Secondly, the overall nature of the contract is not being modified (nor is the term). Finally, the anticipated increase in value would still fall below 50% of the original £50.6m value approved/advertised (i.e. below £75.3m).
- Change Increase in the overall value of the contract., Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: SLC can show that all 3 requirements of Reg 72(1)(c) are met. Firstly, at the point of agreement commencement, there was no way to anticipate the impact of the Covid-19 pandemic or the cost of living crisis and the impact it would have on recruitment. Secondly, the overall nature of the contract is not being modified (nor is the term). Finally, the anticipated increase in value would still fall below 50% of the original £50.6m value approved/advertised (i.e. below £75.3m).
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 5bids · 5 electronic | 0 | — | — |
Contracting authority & participating public bodies
2 public bodies on the noticeConsortium members and other public bodies
- Student Loans Company LimitedContracting authorityMediation bodyReview bodyBody governed by public lawThe administration of loans and grants for students
Dispute resolution & review bodies
- Student Loans CokmpanyReview body
Bidders & participating suppliers
1 commercial party on the notice- Teleperformance LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.