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Prior information notice
This notice is for prior information only
Section I: Contracting authority
Section II: Object
Business Process Services
Crown Commercial Service (CCS) as the authority intends to put in place a Pan Government Collaborative Agreement for the provision of citizen contact centres, shared services and operational business process outsourcing. The agreement can be utilised by Central Government Departments and all other UK Public Sector Bodies, including but not limited too: local authorities, health, police, fire and rescue, education and devolved administrations. Across the public sector billions of pounds are spent every year delivering operational and shared service outsourcing and contact centre services to the general public. Whether it be delivering essential benefit, tax and advisory services to emergency and local authority services — there is a huge volume of operation and contact touching almost all UK residents on a daily basis.
We are in the early stages in the development of this agreement and will use the market engagement sessions to determine the lotting structure of this framework.
Crown Commercial Service (CCS) plans to introduce a procurement for business process services, which will include contact centres, shared services and business process outsourcing. We plan to work extensively with the market and customers to develop a fit-for-purpose procurement strategy.
Section IV: Procedure
Section VI: Complementary information
This prior information notice is to signal an intention to commence market engagement with those within the contact centres, shared services and business process outsourcing market. We recognise the importance of working with the supplier base to ensure the scope and structure reflects market trends and practices to result in an agreement that is fit for purpose for the UK Public Sector customer base.
We are looking for the very best providers who can bring highly innovative and transformational services to this framework. With such a broad range of services and customers, CCS is looking to step-change the commercial vehicle available to Public Sector bodies so that they could benefit from skilled agents, innovation, self service, optimisation, project management and so on. In turn, these diverse service offerings are anticipated to translate into a radical shift in the existing cost base.
We are looking to procure a new and innovative contracting solution for provision of these services and active market engagement is integral to our understanding of the marketplace and dynamics. We are open to consideration of alternative approaches that may expand or modify the current projected scope. We intend to hold market engagement sessions during November 2019 with suppliers interested in potentially bidding for the resulting framework contract. If you are interested in attending please book your space at one of our sessions here.
Please email firstname.lastname@example.org if you have any queries.
Crown Commercial Service (CCS) will use an eSourcing system for this competition and reserves the right to use an electronic auction. The eSourcing system we will use is [https://crowncommercialservice.bravosolution.co.uk].
Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so.
The date in II.3) is the estimated date of publication, please refer to the CCS pipeline page http://ccs-agreements.cabinetoffice.gov.uk/procurement-pipeline for updates and monitor Tenders Electronic Daily for the publication of the OJEU contract notice.
Please be advised that in preparation to participate in this competition for this framework that:
The cyber essentials scheme is mandatory for Central Government Contracts which involve handling personal information and providing certain ICT products and services. The Government is taking steps to further reduce the levels of cyber security risk in its supply chain through the cyber essentials scheme. The scheme defines a set of controls which, when properly implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet.
To participate in the procurement for business process services, bidders will be required to demonstrate that they comply with the technical requirements prescribed by cyber essentials for the services under and in connection with the procurement.
The bidder may be awarded a framework contract but shall not enter into any call-off contracts with buyers until they are able to demonstrate to CCS that they meet the technical requirements prescribed by the cyber essentials scheme for services under and in connection with this procurement.
The service that arise from this framework will involve the supplier holding material that has been assigned a protective marking under the Government Security Classifications Scheme (April 2014) of Official. It will be a condition of this contract that this material must be protected. Baseline protection controls are defined in ISO27001:2013 and further defined by the Security Policy Framework https://www.gov.uk/government/collections/government-security