Crown Commercial Service as the Authority put in place a Pan Government Collaborative Framework Agreement for use by UK public sector bodies identified at V1.3 in OJEU Contract Notice 2017/S 046-085248 (and any future successors to these organisations), which include Central Government Departments and their Arm's Length Bodies and Agencies, Non Departmental Public Bodies, NHS Bodies and Local Authorities and the wider public sector.

The services within the scope of this Framework Agreement have been divided into 2 Lots:

- Lot 1 - Specialist Contact Centre Consultancy Services; and
- Lot 2 - Contact Centre Services.

Suppliers had the opportunity to bid for both of the two (2) Lots. However if a Supplier was successful on both Lots they were only awarded a place on the Lot that they had indicated in the Tender as their preferred Lot . For clarity, Suppliers were not allowed to be awarded a Framework Agreement for both Lot 1 and Lot 2.

The duration of the Contact Centre Services Framework Agreement shall be for a period of four (4) years.