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Contract awardedFramework call-offContact centre outsourcing

Customer Engagement Centre Modification Notice

The contract provides a digital-first, omni-channel customer engagement service, acting as a strategic partner to manage consolidated customer interactions. The service utilizes modern technologies to streamline delivery and adapt to changing operational objectives and strategic priorities. This modification extends the existing service provision by 24 months with no changes to the original scope or terms.

Open the official notice (opens in a new tab)
Awarded value
£58.3m
As published
Published
6 January 2026
Awarded
19 December 2025
Arvato
Contract length
32 months
Ends 16 August 2028

What the contract covers

Service contract

Provision of outsourced customer engagement centre services, including digital-first omni-channel support and strategic partnership for large-scale public sector operations.

  • A digital-first, omni-channel Customer Engagement Centre service designed around user needs
  • Consolidated customer interactions
  • A common approach to customer experience
  • Streamlined delivery making best use of modern technologies

Terms and requirements

Contract type
Service contract
Procedure
Selective procedure
Contract dates
19 December 2025 to 16 August 2028
Certifications asked for
None stated
Suitable for SMEs
Not stated
Category
Services
CPV codes
64213000

Services in this contract

Lifecycle

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

Department for Education

Type
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Contracts, 24 months
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Recorded value
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Typical contract
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Contact centre outsourcing contracts, 24 months
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Email
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Address
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The supplier

Arvato

Contracts won, 24 months
Locked
Value won, 24 months
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Buyers, 24 months
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Size
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Companies House number
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Main buyersLocked
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Cite this contract

Link
https://bidskim.com/tender/217112/customer-engagement-centre-modification-notice
Buyer reference
tender_214711/1542646
Open contracting ID
ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281
Last checked
5 November 2026

Department for Education. Customer Engagement Centre Modification Notice. Contract award, 6 January 2026. BidSkim, https://bidskim.com/tender/217112/customer-engagement-centre-modification-notice (accessed 5 November 2026).