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Contract awardedFramework call-offContact centre outsourcing

Helpdesk Function

  • HS2
  • Selective procedure
  • 4 February 2023 to 3 February 2027

The service operates a 24-hour, 365-day public helpdesk and enquiries centre acting as the primary point of contact for stakeholders. The provider manages all incoming enquiries and complaints, requiring a high level of compassion and empathy in all interactions to represent the organisation effectively.

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Awarded value
Not published
Published
27 January 2023
Awarded
3 November 2022
Foundever
Contract length
48 months
Ends 3 February 2027

What the contract covers

Managed public helpdesk and enquiries centre service

Provision of 24-hour multi-channel public helpdesk and enquiry centre services for large-scale infrastructure projects and stakeholder management.

  • Operate a 24-hour 365-day Public Helpdesk and Enquiries Centre
  • Manage all enquiries and complaints received by HS2 Ltd
  • Provide clear, timely and accurate interactions with stakeholders with compassion and empathy
  • Act as the first point of contact and public-facing representatives

Terms and requirements

Contract type
Managed public helpdesk and enquiries centre service
Procedure
Selective procedure
Initial term
48 months
Contract dates
4 February 2023 to 3 February 2027
Certifications asked for
None stated
Suitable for SMEs
Yes
Category
Services
CPV codes
72253100

Services in this contract

Lifecycle

  1. Published
  2. Contract awardedto Foundever
  3. Contract starts
  4. Contract ends
The buyer

HS2

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The supplier

Foundever

Contracts won, 24 months
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Cite this contract

Link
https://bidskim.com/tender/182533/helpdesk-function
Buyer reference
tender_294909/1172250
Open contracting ID
ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d
Last checked
5 November 2026

HS2. Helpdesk Function. Contract award, 27 January 2023. BidSkim, https://bidskim.com/tender/182533/helpdesk-function (accessed 5 November 2026).