Maximising efficiency from contact centres and business services

Public sector organisations, such as local authorities and health trusts rely on efficient and effective support functions like payroll, HR, source-to-pay and procurement to enable the delivery of successful frontline services. If you streamline your back office processes you will be able to modernise systems and build a future-proof and sustainable workforce. 

Our new Outsourced Contact Centres and Business Services framework (RM6181) is ideal for organisations who want to realise these efficiencies in contact centre solutions and back office functions. 

In particular, the new Business Services lot provides a range of expert industry suppliers who can be trusted partners on your business services transformation journey. They can provide innovative solutions through the use of technology such as artificial intelligence and robotic process automation and will make sure that any solution is future-proofed according to your bespoke requirements. Suppliers will also help maximise the benefit from your Enterprise Resource Planning (ERP) systems.

RM6181 also offers economies of scale so that you can achieve greater efficiencies and cost savings for the taxpayer. You can access market leading suppliers who offer simple, innovative solutions that have already delivered significant cost savings and service improvements in both the private and public sector. 

Social and financial value

As a public buying organisation, we recognise the importance of social value. Our suppliers can support you in meeting your social value outcomes by offering practical solutions which are particularly relevant to local authorities and health sector bodies.

Ensuring levelling up and economic recovery in response to the pandemic, the Outsourced Contact Centres and Business Services framework enables a flexible approach to working, with all suppliers offering hybrid working models that meet a variety of customer needs and support a diverse workforce.    

To maximise financial value for customers, we have included volume discounting in the framework, offering customers a guaranteed discount over certain volume thresholds. Our analysis indicates that the framework could deliver significant savings compared to insourcing. 

Our category team understands the complexity of these services and can provide you with support – from early strategic thinking right through to the procurement process. 

Find out more

To find out more about the Outsourced Contact Centre and Business Services framework please visit the agreement webpage or contact the CCS Service Desk at info@crowncommercial.gov.uk or 0345 410 2222.

A full list of our commercial agreements,  and information about how we can help you build policy considerations into your procurement is available in our interactive digital brochure.

Customer newsletters for November

Welcome to our monthly newsletters. You can read the latest news most relevant to the sector you work in by selecting the appropriate link below:

If you don’t currently receive our monthly customer newsletter, you can sign up by completing this short form. Each month, we’ll send you the newsletter most relevant to you, based on your organisation.

You will also find a full list of all the commercial agreements we offer, alongside details of how we can help you build policy considerations into your procurement, in our interactive digital brochure.

Customer newsletters for October

Welcome to our monthly newsletters. You can read the latest news most relevant to the sector you work in by selecting the appropriate link below:

If you don’t currently receive our monthly customer newsletter, you can sign up by completing this short form. Each month, we’ll send you the newsletter most relevant to you, based on your organisation.

You will also find a full list of all the commercial agreements we offer, alongside details of how we can help you build policy considerations into your procurement, in our interactive digital brochure.

DfE approves Print Marketplace framework

The Department for Education has added Print Marketplace to its approved framework list. It has been developed by Crown Commercial Service (CCS), in partnership with YPO.

The types of printed business and marketing materials you can buy include:

  • business cards
  • leaflets / flyers
  • forms
  • newsletters
  • textbooks
  • booklets
  • brochures
  • posters
  • pads
  • letterheads
  • small direct mail needs

Easy to use

In a few simple steps, you can define your needs and decide which design option is best for you:

  • choose from a range of preloaded templates and easily upload your artwork
  • customise your design using the free and simple to use online design tool
  • access a team of designers – whether you need new concepts or tweaks to existing artwork

Once you’ve selected the right route for you, the instant pricing platform will give you quotes from a range of pre-approved suppliers. You can also appoint your preferred local suppliers.

Compare quotes and use the filters to find the best solution for your needs. For example, you can filter for the lowest price, the nearest supplier, or the lowest associated CO2 emissions.

Print Marketplace is available across all of the UK.  It complements the existing CCS Print Management Services framework which has been designed to support your more strategic needs. 

Find out more 

Go to the Print Marketplace 

You can also find a full list of all the commercial agreements we offer, alongside details of how we can help you build policy considerations into your procurement, in our interactive digital brochure.

 

How to reduce your water consumption and increase energy efficiency

Over 500 of our customers are already enjoying the benefits that our Water, Wastewater and Ancillary Services 2 framework has to offer. This includes:

  • retail savings of up to 8%
  • save on the cost and administrative resource of running your own procurement – typically about £45,000
  • water services which contribute towards carbon reduction and energy efficiency strategies
  • initiatives such as rainwater harvesting, automated meter reading, infrastructure installation and leak detection to reduce water consumption
  • up to 14 suppliers, including SMEs, available to compete for your business
  • proactive supplier management from a dedicated energy team for the life of the contract

Find out more in our webinar

We are hosting a webinar on 15 September from 11am to 12pm to provide you with further information about the services available and how to buy them through the framework. Our expert energy team will also answer your questions.

Sign up for the webinar.

About the framework

Water, Wastewater and Ancillary Services 2 is split into 3 lots:

  • lot 1: Water and Waste Water Services – for water supply
  • lot 2: Ancillary Services – designed to help you better manage water usage
  • lot 3: One Stop Shop – choose a single supplier for both water supply and consumption management

You can find a full list of all the commercial agreements we offer, alongside details of how we can help you build policy considerations into your procurement, in our interactive digital brochure.

Driver and Vehicle Standards Agency finds solution to complex fleet requirements

The requirement

The Driver and Vehicle Standards Agency (DVSA) is an executive agency sponsored by the Department for Transport. It is responsible for carrying out driving tests and approving  driving instructors and MOT testers. It also makes sure vehicles are safe to drive, often carrying out roadside checks. 

The DVSA needs a supplier that can maintain a diverse fleet of 1,200 vehicles and provide crucial frontline services.

The DVSA also needs access to competitive and flexible leasing arrangements for vehicles, while tackling the challenges of transitioning the fleet from petrol and diesel fuel to ultra-low emission (ULEV) and zero-emission (ZEV).

The solution

Using Lot 3 of our Vehicle Lease, Fleet Management & Flexible Rental Solutions agreement, the DVSA was able to use a single supplier to source competitive pricing for vehicles. They enjoyed financial savings and had one single point of contact for all vehicle and driver services. 

The DVSA engaged Knowles Associates who provided rigorous levels of service to ensure that the DVSA fleet is safe and on the road at all times. 

Knowles has also delivered significant savings on vehicle leases when compared with the previous sole supplier funding arrangement. These vehicles included a range of new ultra low emission vehicles (ULEV) and battery electric vehicles (BEV) cars, and a fleet of motorcycles.,

The result

DVSA’s fleet management service needs and the expected service levels were met and maintained. Managers were impressed with the consistent level of service received from Knowles Associates. 

As well as the budgetary benefits the DVSA enjoyed, Knowles has responded effectively to their unique and changing needs.

A fleet manager at the DVSA said: 

“I can’t speak highly enough about the service we have received from Knowles. Staff at all levels deliver a consistent and professional service, and every transaction feels like they are treating you as their only customer. 

We recognised at an early stage that our complex fleet requirements were slightly outside of Knowles’ core experience but, through open conversations and the adoption of a partnership approach from day one, we developed a mutual understanding of each other’s needs and restrictions and created a solid working relationship that will deliver continued and sustained improvements through the lifetime of the contract.” 

Add power to your procurement with CCS

If you would like to find out more about our fleet solutions please:

You will also find a list of our commercial agreements and procurement policy advice in our interactive digital brochure.

Building Stronger Procurement: the National Procurement Policy Statement and Civil Service Reform

Simon Tse discusses the National Procurement Policy Statement and Civil Service Reform

The decisions we make in 2021 will shape the way our public institutions procure goods and services for a generation. 

Even before the findings of the Government’s consultation on transforming public procurement are published, two concise documents published this summer throw down the gauntlet for public sector buyers, and impact the commercial solutions we put in place for them.

Alongside measures to ensure our buying is sustainable and socially responsible come new demands on us all as procurement professionals. 

Buying organisations like the one I lead will need to act decisively and at pace if we’re going to play our part in helping the country to build back better, fairer, and greener.

The National Procurement Policy Statement

The National Procurement Policy Statement brings together half a decade of procurement reform, mostly issued in the form of Procurement Policy Notices – the guidance notes produced regularly by the Cabinet Office to clarify and evolve our buying practices.

It sets out a number of ‘national priority outcomes’ that will feel familiar to anyone who has been following the developing narrative of public sector procurement over the last couple of years – backing new business growth, diversifying supply chains, delivering greater social value, and supporting the achievement of carbon net zero targets. 

These are the outcomes that our public sector customers are already using to drive their buying decisions and are at the heart of our commercial agreements. 

Just as important, but perhaps less glamorous, is the statement’s strong focus on commercial capability. 

As an organisation facilitating and guiding the procurement decisions of public buyers across the entire UK public and third sector, Crown Commercial Service has a responsibility to ensure we’re living those practices. That’s where a second recent announcement comes into play.

The Declaration on Government Reform

The National Procurement Policy Statement arrives in tandem with a renewed emphasis on Civil Service Reform. 

Our commercial colleagues across government will be studying the Declaration on Government Reform extremely closely, and applying its principles to their own organisations.

Across the whole public sector, organisations need to ensure that their strategic workforce plans, their strategies to boost inclusion and diversity, and their decisions on how to balance office, remote and home working put the right people in the right place to deliver on their priorities.

Digital transformation, innovation and evaluation must form the bedrock of strategic planning, and the procurement system needs to be ready to link the public sector up with the technological innovators that will boost our performance.

As we change, we have to be ready to change together, in partnership with ministers, policy leaders, and our colleagues in every corner of our public sector. 

Planning for the future of public procurement

For my part, I’m confident that Crown Commercial Service is making good progress in planning for the future public procurement system that we know is at a crucial, formative stage right now. 

The National Procurement Policy Statement and Declaration on Government Reform, in tandem, speak to the same themes; the continuous improvement of our people, the proper evaluation of our performance, and strengthened partnerships, that will, collectively, enable us to build back better from the disruption of the pandemic.

You can find a full list of Crown Commercial Service commercial agreements and details of how to build policy considerations into your procurement in our interactive digital brochure.

Simon Tse

CEO

Crown Commercial Service

This article was originally published in Public Finance

Changes to our frameworks in February

Welcome to our monthly framework update to help you with your procurement planning. We will publish it online each month and also share it in our newsletters and on our social media channels.

The update provides a brief summary of what has been awarded, extended or expired during the previous month. It also outlines what is due to expire in the next 3 months.

You can also get an overview of our live frameworks with our new interactive digital brochure.

Frameworks awarded in February 

Frameworks extended in February

Frameworks that expired in February

Frameworks due to expire in the next 3 months

Further information

If you need further details about any of these frameworks please get in touch. 

If you don’t currently receive our monthly customer newsletter why not also subscribe to receive these updates and more directly to your inbox? Just fill in this short form.

Changes to our frameworks in January

Welcome to our monthly framework update to help you with your procurement planning. We will publish it online each month and also share it in our newsletters and on our social media channels.

The update provides a brief summary of what has been awarded, extended or expired during the previous month. It also outlines what is due to expire in the next 3 months.

You can also get an overview of our live frameworks with our new interactive digital brochure.

Frameworks awarded in January

Frameworks extended in January

No frameworks were extended in January.

Frameworks that expired in January

No frameworks expired in January.

Frameworks due to expire in the next 3 months

Further information

If you need further details about any of these frameworks please get in touch. 

If you don’t currently receive our monthly customer newsletter why not also subscribe to receive these updates and more directly to your inbox? Just fill in this short form.

Changes to our frameworks in December

Welcome to our monthly framework update to help you with your procurement planning. We will publish it online each month and also share it in our newsletters and on our social media channels.

The update provides a brief summary of what has been awarded, extended or expired during the previous month. It also outlines what is due to expire in the next 3 months.

You can also get an overview of our live frameworks with our new interactive digital brochure.

Frameworks awarded in December

Frameworks extended in December

Please note: the expiry dates on the framework pages will be updated shortly

Frameworks that expired in December

Frameworks due to expire in the next 3 months

Further information

If you need further details about any of these frameworks please get in touch. 

If you don’t currently receive our monthly customer newsletter why not also subscribe to receive these updates and more directly to your inbox? Just fill in this short form.