Provision of an Outsourced Contact Centre and Business Services

Government Commercial Agency
Selective procedure
2 February 2026 to 1 February 2028

Delivery of customer contact services across multiple channels including telephony, webchat, and email for the Home Office, HM Passport Office, and Visa Status & Information services. The contract covers national service delivery requirements for these government departments.

Open the official notice

Awarded value: £73.9m; As published
Published: 9 March 2026
Awarded: 9 February 2026; Serco
Contract length: 24 months; Ends 1 February 2028

What the contract covers

Call-off from a framework agreement

Provision of outsourced multi-channel customer contact centre services including telephony, webchat, and email support for government public services.

Customer contact services for a range of Home Office Customers, including telephony, webchat and email, for HM Passport Office, Visa Status & Information (VSI) and Ministry of Defence (MOJ)

Terms and requirements

Contract type: Call-off from a framework agreement
Procedure: Selective procedure
Initial term: 24 months
Contract dates: 2 February 2026 to 1 February 2028
Certifications asked for: None stated
Suitable for SMEs: Not stated
Category: Services
CPV codes: 72222300

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced contact centre for Home Office customers by telephony, webchat and email

Lifecycle

Published
9 March 2026
Contract awardedto Serco
9 February 2026
Contract starts
2 February 2026
Contract ends
1 February 2028

The buyer

Government Commercial Agency

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
Typical contract: Locked
Contact centre outsourcing contracts, 24 months: Locked

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Contact details

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Email: Locked
Phone: Locked
Website: Locked
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The supplier

Serco

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
Size: Locked
Companies House number: Locked

Main buyers

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Cite this contract

Link: https://bidskim.com/tender/69142/provision-of-an-outsourced-contact-centre-and-business-services
Buyer reference: CCIT24A35.
Open contracting ID: ocds-b5fd17-378ab2f7-dba0-4f9e-9c09-f1426ab84aed
Last checked: 5 November 2026

Government Commercial Agency. Provision of an Outsourced Contact Centre and Business Services. Contract award, 9 March 2026. BidSkim, https://bidskim.com/tender/69142/provision-of-an-outsourced-contact-centre-and-business-services (accessed 5 November 2026).