New Citizen Experience Contact Centre Contract(s) for BAU & Surge requirements

UK Health Security Agency
London
Selective procedure
18 October 2026 to 17 October 2029

The contract requires a dual-supplier model to deliver 24/7 business-as-usual contact centre operations, including incident response, data processing, and public health advice. Suppliers must demonstrate the capability to rapidly scale from baseline operations to a surge capacity of 2,000 agents within 14 days, with the potential to support large-scale pandemic response activities.

Open the official notice

Awarded value: £144m; As published
Published: 21 May 2025
Awarded: 24 June 2026; Capita and Foundever
Contract length: 36 months; Ends 17 October 2029

What the contract covers

Dual supplier model

Provision of multi-channel contact centre services, including inbound and outbound communications, digital messaging, and data processing for public health operations.

24/7 365 days Out of Hours Service for Regional Health Protection teams, inbound calls, email, SMS
Incident response services, enquiry lines for regional or national outbreaks of infectious diseases, inbound & outbound calls, email, SMS
Back-office processing of data to improve surveillance outcomes, including electronic notification of infectious diseases (eNOIDS), improving test kit return rates, data input
Office for Health Improvement and Disparities – diverse portfolio of service lines across multiple channels improving the health of children and families, inbound calls, SMS, webchat, email
Components the National Pandemic Flu Service (NPFS) – a dormant telephone and online self-assessment service enabling citizens to determine eligibility for therapeutics, during an influenza related pandemic without consultation with a General Practice doctor
Surge Response Service – a maximum scale service which is pathogen agnostic (i.e. responding to known or unknown infectious biological sources), only launched in response to a pandemic at a scale similar to that of COVID-19

Terms and requirements

Contract type: Dual supplier model
Procedure: Selective procedure
Initial term: 36 months
Extensions: 12 months + 12 months
Longest it can run: 60 months
Contract dates: 18 October 2026 to 17 October 2029
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Not stated
Category: Services
CPV codes: 79512000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced contact centre for business as usual helplines and surge response

Lifecycle

Published
21 May 2025
Contract awardedto Capita and Foundever
24 June 2026
Contract starts
18 October 2026
Contract ends
17 October 2029

The buyer

UK Health Security Agency

Type: Locked
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Recorded value: Locked
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Contact details

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The suppliers

Capita

Contracts won, 24 months: Locked
Value won, 24 months: Locked

Foundever

Contracts won, 24 months: Locked
Value won, 24 months: Locked

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Cite this contract

Link: https://bidskim.com/tender/947973/new-citizen-experience-contact-centre-contract-s-for-bau-and-surge-requirements
Buyer reference: CCCS25A03
Open contracting ID: ocds-h6vhtk-051a65
Last checked: 5 November 2026

UK Health Security Agency. New Citizen Experience Contact Centre Contract(s) for BAU & Surge requirements. Contract award, 21 May 2025. BidSkim, https://bidskim.com/tender/947973/new-citizen-experience-contact-centre-contract-s-for-bau-and-surge-requirements (accessed 5 November 2026).