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PROCUREMENT OPPORTUNITY

Audience Services

The British Broadcasting Corporation (BBC) · compiled

Tender information last checkedLast checked 29 Sept 2026, 19:08.

Opportunity overview

The BBC has procured customer management services to support a broad range of services including: • Handling editorial and non-editorial complaints • Responding to enquiries • Managing comments & appreciations • Technical support for iPlayer, Sounds, BBC Account • Reception Advice • BBC Action Lines • BBC Charitable Appeals & Donations collections (Lifeline & Radio 4) • Artist mail • Ticketing for BBC shows • 'Take Part' in a show • BBC Switchboard The BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Serco Limited

Matched by exact name
Contract value
£40.6m
Awarded
Not supplied
Contract signed
7 Apr 2025
Award ID
019138-2025-1
Status
active
Location
Hook, UK, United Kingdom

Classification

  • CPV79342300 — Customer services
  • CPV22459000 — Tickets
  • CPV64214200 — Telephone switchboard services

Lots

  • The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. Examples of potential use cases already identified include: • Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses • Drawing from our Knowledge database to draft responses for agents to review • Increasing audience self-service via dynamic FAQ surfaced using Chatbot We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
PROC 2024 01 JP
Status
complete
Has Recurrence
No
Review Details
As stated in the Public Contracts Regulations 2015. The applicable review time limits shall be as stated in Regulations 92 and 93 Public Contracts Regulations 2015.
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Competitive procedure with negotiation

Covered By

GPA

Legal basis

Id
32014L0024
Scheme
CELEX

Second Stage

Invitation Date
30 May 2024, 00:00

Tender Period

Ends
3 Apr 2024, 13:00

Contract terms

Has Electronic Payment
Yes
Has Electronic Ordering
Yes
Electronic Invoicing Policy
allowed

Classification

Id
79342300
Scheme
CPV
Description
Customer services

Submission terms

Languages

en

Bid Validity Period

Duration In Days
120

Submission Method

electronicSubmission
written

Participation Fees

Entry 1
Id
1

Type

document

Selection criteria

Criteria

Criterion 1
Type
suitability
Description
Where there is more than one economic operator, the BBC reserves the right to require a grouping of economic operators to take a particular legal form or to require a single economic operator to take primary liability or to require that each party undertakes joint and several liability. Please register your interest in this project by taking the following steps: 1 - Register your company on the Jaggaer eSourcing portal (this is only required once): 1.1 Go to https://bbc.bravosolution.co.uk 1.2 - Click the link on the login page to register. 1.3 Accept the terms and conditions and click 'Continue'. 1.4 - Enter your correct business and user details. 1.5 - Note the username you chose and click 'Save' when complete. 1.6 - You will shortly receive an email with your temporary password. 2 - Express an interest in the tender: 2.1 - Login to the portal with the username/password. 2.2 - Click the 'PQQs/ITTs Open to all Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier). 2.3 - Click on the relevant PQQ/ITT to access the content. 2.4 - Click the 'Express Interest' button at the top of the page. This will move the PQQ/ITT into your 'My PQQs/My ITTs page. (This is a secure area reserved for your projects only. 2.5 - You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ITT Details' box. 3. Responding to the tender: 3.1 - Click 'My Response' under PQQ/ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining). 3.2 - You can now use the 'Messages' function to communicate with the buyer and seek any clarification. 3.3 - Note the deadline for completion, and then follow the onscreen instructions to complete the PQQ/ITT. There may be a mixture of online and offline actions for you to perform (there is detailed online help available). 3.4 You must then submit your reply using the 'Submit Response' button at the top of the page. If you require any further assistance, please consult the online help, or contact the Jaggaer eSourcing help desk.

Applies To

supplier

Lots and requirements

Entry 1
Id
1
Status
cancelled
Has Options
Yes
Has Renewal
No
Description
The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. Examples of potential use cases already identified include: • Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses • Drawing from our Knowledge database to draft responses for agents to review • Increasing audience self-service via dynamic FAQ surfaced using Chatbot We made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.

Options

Description
The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC’s discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract.

Award criteria

Criteria

Criterion 1
Name
Merit Score
Type
quality
Description
55
Criterion 2
Name
Whole Life Cost Score
Type
cost
Description
45

Contract period

Duration In Days
1,800

Submission terms

Variant Policy
notAllowed

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK

Additional Classifications

Entry 1
Id
22459000
Scheme
CPV
Description
Tickets
Entry 2
Id
64214200
Scheme
CPV
Description
Telephone switchboard services

Published documents

Entry 1
Id
economic
Document Type
economicSelectionCriteria
Entry 2
Id
technical
Document Type
technicalSelectionCriteria

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-3323
Name
The British Broadcasting Corporation (BBC)

Roles

buyer

Address

Region
UK
Locality
London
Postal Code
W1A 1AA
Country Name
United Kingdom
Street Address
Broadcasting House, Portland Place

Details

Classifications

Entry 1
Id
BODY_PUBLIC
Scheme
TED_CA_TYPE
Description
Body governed by public law
Entry 2
Scheme
COFOG
Description
Broadcasting

Identifier

Legal Name
The British Broadcasting Corporation (BBC)

Contact

Name
Jonathan Palfreeman
Fax Number
+44 1234567890
Telephone
+44 1234567890
Organisation 2
Id
GB-FTS-2538
Name
Business and Property Courts of England and Wales – TCC

Roles

reviewBody

Address

Locality
London
Postal Code
EC4A 1NL
Country Name
United Kingdom
Street Address
Rolls Building, 7 Rolls Building, Fetter Lane

Identifier

Legal Name
Business and Property Courts of England and Wales – TCC
Organisation 3
Id
GB-FTS-44329
Name
Serco Limited

Roles

supplier

Address

Region
UK
Locality
Hook
Country Name
United Kingdom

Details

Scale
large

Identifier

Legal Name
Serco Limited

Award information

Award 1
Id
019138-2025-1
Title
Audience Services
Status
active

Suppliers

Supplier 1
Id
GB-FTS-44329
Name
Serco Limited

Related lots

1

Contracts and changes

Entry 1
Id
019138-2025-1
Title
Audience Services
Status
active
Award ID
019138-2025-1
Date Signed
8 Apr 2025, 00:00

Value

Amount
40,600,000
Currency
GBP

Recorded locations

  • Buyer location · London · UK · W1A 1AA · United Kingdom
  • Delivery location · UK

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-04453f-2025-05-06T14:53:49+01:00compiled ·