Hysbysiad dyfarnu contract
Canlyniadau'r weithdrefn gaffael
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
The British Broadcasting Corporation (BBC)
Broadcasting House, Portland Place
London
W1A 1AA
UK
Ffôn: +44 1234567890
E-bost: jonathan.palfreeman@bbc.co.uk
Ffacs: +44 1234567890
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: http://www.bbc.co.uk/supplying/
Cyfeiriad proffil y prynwr: https://bbc.bravosolution.co.uk/
I.4) Y math o awdurdod contractio
Corff a lywodraethir gan gyfraith gyhoeddus
I.5) Prif weithgaredd
Arall: Broadcasting
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
Audience Services
Cyfeirnod: PROC 2024 01 JP
II.1.2) Prif god CPV
79342300
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
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.
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.1.7) Cyfanswm gwerth y caffaeliad
Gwerth heb gynnwys TAW: 40 600 000.00 GBP
II.2) Disgrifiad
II.2.3) Man cyflawni
Cod NUTS:
UK
II.2.4) Disgrifiad o’r caffaeliad
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.
II.2.5) Meini prawf dyfarnu
Maes prawf ansawdd: Merit Score
/ Pwysoliad: 55
Maen prawf cost: Whole Life Cost Score
/ Pwysoliad: 45
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Ydy
Disgrifiad o’r opsiynau:
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.
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn gystadleuol gyda negodi
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Ydy
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2024/S 000-006873
Section V: Dyfarnu contract
Teitl: Audience Services
Dyfernir contract/lot:
Ydy
V.2 Dyfarnu contract
V.2.1) Y dyddiad y daeth y contract i ben
08/04/2025
V.2.2) Gwybodaeth am dendrau
Nifer y tendrau a ddaeth i law: 3
Nifer y tendrau a ddaeth i law drwy ddulliau electronig: 3
Dyfarnwyd y contract i gr?p o weithredwyr economaidd:
Na
V.2.3) Enw a chyfeiriad y contractwr
Serco Limited
Hook
UK
NUTS: UK
BBaCh yw’r contractwr:
Na
V.2.4) Gwybodaeth am werth y contract/lot (heb gynnwys VAT)
Cyfanswm gwerth y contract/lot: 40 600 000.00 GBP
V.2.5) Gwybodaeth am is-gontractio
Section VI: Gwybodaeth ategol
VI.3) Gwybodaeth ychwanegol
In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.
VI.4) Gweithdrefnau adolygu
VI.4.1) Corff adolygu
Business and Property Courts of England and Wales – TCC
Rolls Building, 7 Rolls Building, Fetter Lane
London
EC4A 1NL
UK
VI.4.3) Gweithdrefn adolygu
Gwybodaeth fanwl gywir am y terfyn(au) amser ar gyfer gweithdrefnau adolygu:
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.
VI.5) Dyddiad anfon yr hysbysiad hwn
06/05/2025