Outsourced Services
Summary
This agreement, let under the The Procurement Act 2023, gives the UK public sector and third sector access to outsourced back office services. This includes, contact centre services, process administration, payroll, human resources (HR), financial administration and procurement services.
Description
This agreement will keep the services in our current RM6181 Outsourced Contact Centre and Business Services agreement with the addition of process administration services included in this agreement. Outsourced services included in this agreement but not limited, include:
- contact centre services
- process administration
- HR
- payroll
- financial administration
- procurement
- back office support
- transformational advice
- surge capacity support
Benefits
- flexible, streamlined and efficient call-off procedures, giving buyers access to services with greater ease alongside the ability to adapt to changing requirements more swiftly
- promotes social value initiatives within the supply chain, supporting government goals on diversity, inclusion, local community benefits and carbon reduction
- the agreement encourages suppliers to propose innovative solutions and continuous enhancements to existing processes
- access to advanced technologies such as artificial intelligence (AI) and robotic process automation, which can improve efficiency and service delivery
Product types
Lot 1
Citizen experience
Help manage conversations with the public through:
- phone calls
- emails
- web chat
- social media
- voice recording
This includes answering questions and providing support.
Process administration
Help with day-to-day office tasks to keep your organisation running smoothly.
Lot 2
HR services
Support for managing employees, including:
- hiring new staff
- getting them started
- managing pay
- handling staff benefits
Payroll services
Making sure staff are paid correctly and on time, including:
- calculating pay
- processing payments
- handling deductions
Purchasing services
Help with buying goods and services, from start to finish:
- identifying what you need
- finding suppliers
- ordering
- paying for goods and services
Finance services
Help with managing money, including:
- keeping financial records
- managing tax
Customer engagement
In autumn 2025 we will hold a framework award session for public sector organisations. If you would like to join, we will update this page closer to the time.
Supplier engagement
All supplier engagement sessions have now been held, ahead of the framework tender being released to bidders in March 2025.
Important links
| Prior Information Notice (PIN) | Read PIN |
| Contract Notice in Find a Tender (FTS) | Not available yet |
| Tender documents | Not available yet |
Timeline
| Activity | Estimated dates |
| Pre-market engagement | April 2024 to October 2025 |
| Drafting of procurement documentation | November 2024 to February 2025 |
| Publication of find a tender (FTS) notice | March 2025 |
| Framework Award | September 2025 |