Competition with a shortlist
Competitive procedure with a selection stage: suppliers were shortlisted before being invited to bid.
Key facts
- Buyer
- The British Broadcasting Corporation (BBC) · Body governed by public law
- Supplier
- Serco Limited
- Value
- £40,600,000
- Procedure
- Competitive procedure with negotiation
- Sector
- Business services · Customer services (CPV 79342300)
- Region
- London
- Official notice
- 019138-2025 on Find a Tender
- Timeline
-
- Contract date8 Apr 2025
- Published6 May 2025Published 28 days after the contract date
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 generat…
About the supplier
Serco Limited: every public contract they have won, plus their Companies House record (company 00242246).